Good Customer Service Can Be Theraputic

Several years ago one of our consultant’s neurologist, who is more than an hour from home, prescribed physical therapy 2-3 a week. In an attempt to find a therapist closer to home, she took a referral from a good friend who loves his physical therapist. She never got a chance to see how good the therapist is, because of the person at the front desk. She was busy on a personal call while the consultant stood at the window and then when she did get to her, she was rude and unhelpful. So much so, that She decided she didn’t want to go there 2-3 times a week.

She reluctantly picked Brooks Rehabilitation from the yellow pages. They have facilities throughout the state and they’ve been around for decades so she thought it was a safe gamble. She called because she got lost trying to locate them and Henk (who she later learned is the manager) answered the telephone. He was friendly and helpful. When he arrived, he greeted the consultant with a huge smile and nice handshake. Kathleen (front desk) was at lunch, so he was manning the post. The entire Brooks team was fantastic and the atmosphere was therapeutic. Michael (another therapist) called me after a 70-car pile-up on I-4 to be sure I got home okay. Kathleen always offered a smile and pleasant greeting. It’s obvious that she loves her job – as she went in on a Saturday to decorate the office for Henk’s 40th birthday, since he tends to arrive very early on Monday mornings. She once asked Henk about the customer service award in the lobby and how they maintain a professional, yet fun environment. His response was… “It’s not just for our clients, but also for us.”