Those of you that have been visiting Island Writer for awhile know that one of my major pet peeves is the lack of customer service we all encounter now a days.  And it's in all areas of public service.  So believe me, when I happen to have a good experience, I like to share it because it's quite rare that this happens.

Last Friday Ray and I had to go to the Gainesville Hematology & Oncology Associates so Ray could have more blood work done to figure out what was going on with his elevated liver enzymes and iron levels.  The good news is.......The liver enzymes are just about back to normal. The dr. said that while Ray's iron was high (at 628 and double the norm) they see levels around 1500 to 2000 when it's hemachromatosis.  So he pretty much ruled that out, but they did test for it.  The dr. feels (which was my thoughts from the beginning) that Ray had some kind of bacterial infection and that's what caused everything to be abnormal.  So they took more vials of blood and we go back May 21 for results.  In the meantime, he's feeling fine and totally back to normal.

Back to my story about customer service:  From the moment we checked in at this place, the staff were extremely friendly.  The girl at the front desk was pleasant and smiling.  She actually looked like she might enjoy her job and didn't mind being there.

Once in the exam room, both of the techs that worked in there were joking with us, laughing and making all of it a very pleasant experience. Then in walked Olivia, the PA and again......chatty, friendly and struck me as somebody who truly enjoys the career she chose.  And then in walked the doc.....he was from Hungary and had a very nice accent.  He went over all the medical stuff first and then we chatted about where he was from, etc.

Added to all of this was the sweet girl we saw on the way out.  The one that scheduled Ray for another appointment.  She told Ray to have a good weekend and then looked at me and said, "Oh, and Mrs. DuLong, if you're a mother, have a Happy Mother's Day on Sunday."  Yeah, I was quite surprised!  Such a small thing to do, but it made such an impression on me.  And left me wondering......now WHY can't other places of business be like this?  Like airlines, grocery stores, banks, etc.

I was telling my daughter, Susan, about this positive experience (yeah, guess I am gushing about it) and she told me something I wasn't aware of.  She works as a nurse in the ER at a hospital in Lowell, Mass.  And she said to me, "OH, did those workers all go to Disney too?"  I had no clue what she was talking about.  Well.......

Apparently, there's a program called "Director of Impressions" and the hospital that she works at has gotten involved with this.  The higher-ups all traveled to DisneyWorld in Orlando, because that's where the training and seminars are held.  And what it is.....is for them to go back to their place of employment and teach their entire staff excellent customer service.  Each dept. from housekeeping to the doctors and nurses must attend seminars (complete with popcorn) to watch movies, do skits, etc. and it all has to do with touchy situations, anger, out-of-control patients, etc. and having the staff maintain their cool and not allowing their emotions to surface, which in turn creates a very bad situation.  And apparently, their raises are based on the way they deal with the public.  They're monitored and given scores.

I'd never heard of this program, but I'm mighty impressed!  So based on what she told me and based on the "feel good" experience that we had at this medical facility, it just might be possible that the staff did attend this training.  Then again, maybe not.  Maybe they're just all truly pleasant and happy to be working where they do and it gets passed on to us.....the customer.

See you here next time...........