I Can’t Hear You!

I’ve been really quiet on Twitter, Facebook, and my blog for the last week or so. I’ve been blessed with many new Design Resumes projects and clients so that is part of the reason I’ve been so quiet.

Image by Perpetualplum

But the other reason is that for the first time in my life, I have an ear infection. This experience has taught me multiple new lessons in everything, including learning to work with limitations, the value of good customer service / patient care,  and the value of hearing.

First, let’s talk about learning to work with limitations.

I came down with this first ever ear infection on Friday, May 14  after fighting allergies and sinus issues since March. At first I couldn’t believe it was happening and just tried to keep going with my normal schedule.

I was scheduled for a radio show on WXCO 1230 on Saturday and I had projects to do. It was still fairly low-grade on Saturday morning so I drove to the radio station, talked over the show agenda with the host, and went on air with almost no issues.

Sunday, I still was basically telling my body I could deal with it. I went to church, struggled a bit, took a nap, and then felt well enough to help with projects around the yard, stacking wood, moving brush, and I even cut most of the lawn. I know, I should know better. I rarely call doctors but I told myself that I would call the ENT office on Monday morning if I wasn’t any better.

The value of good customer service / patient care

No Help:

I did call Monday morning and told the receptionist that I was a former patient of Dr. S. and had sinus surgery a few years back. I told her I felt that I had my first ever ear infection and would like to know the next step. She said, “Dr. S. doesn’t have any openings until Wednesday and you certainly couldn’t have any one see you today. Your best bet is to call a general practitioner or go to a walk-in.” Then she dismissed me as if I was annoying her by calling.

I called ENT because they have my records of sinus-related issues. Most antibiotics don’t work on me and I am allergic to the penicillin family and the sulfa family. I also called because I was scared. The receptionist’s response made me feel like I wasn’t worth her time and it made me angry especially when I am not one to seek medical help very often.

Friends to the Rescue

In between I was talking with Jason Alba, who has 5 children and knows ear infections well. He asked his wife for the Garlic Oil recipe they use on their children. I started using that on Tuesday. At the same time I was talking to Jim Connolly, who in addition to giving great marketing advice promotes the use of green tea. I stepped up my green tea drinking.

On Tuesday afternoon, I had promised Coy Sawyer with 89Q that I would help on-air with Sharathon and I was scheduled for 3pm. I e-mailed Coy that I was fighting this ear infection and he said they would be kind to me. It was a challenge to do that hour since by then my hearing had deteriorated and I felt like I was under water. But the good result was that Dave Olson was also there, taking the shift after mine. Dave owns Architectural Millwork and Sons of the Carpenter. He reminded me that there is a homeopathic doctor on 6th Street.

I realized I should have known that. Noelle from Herbal Awakenings has been a client for years. I have created brochures and other marketing fliers for her. I called her Wednesday morning and got immediate suggestions for care and went to her business to get her recommendations and buy products. It’s going to take awhile because she says it is one of the worst infections she has ever seen. She wrote the directions for the products she suggested:

1. 6 tablets of IN-X 4 times daily decreasing to lower amounts when I feel progress.
2. Silver Shield with Aqua Sol Technology both orally and as drops in my ears.
3. And she said I could alternate Jason’s recipe for Garlic Oil in my ears between Silver Shield.
4. And I stocked up on Green Tea: zhena’s gypsy tea: Tropical Green Tea in the Mojito Mint flavor

I checked back in with Noelle today and got more suggestions. She told me to call her at any point, including during the weekend. I asked if I needed medical intervention and she said only if I find I am getting worse not better.

The Value of Hearing and Listening

Hearing is very important for everyone and for me, it is a huge part of how I understand what my clients need. I am on the phone or in personal interviews much of my time listening and talking with my clients. Whenever things like this happen to me, I am reminded of how much I have to be thankful for on a given day. Your ears play an important role and most of the time, like water and electricity, we take them for granted.

I found the difference between the way the ENT office responded to my request for help and the way Herbal Awakenings responded to be indicative of why I am drawn to personalized service and quality customer service. I’m looking forward to getting back to normal soon. But I know that I will continually remember that I too make a lasting impression on others on how I handle my incoming calls.

I blog about customer service frequently because I believe that it is one of the most critical ingredients to business success. As a business owner, if you have someone on your front line who fails to listen to your customers, you will lose business and in today’s world, it doesn’t take much to have your unhappy customer tell thousands via Twitter, Facebook, and social media.