Pay Back From Excellence in Service

I was 11 years old again today!

When I was actually 11 years old (seems like a life time ago) I was treated for a particular condition relating to protein levels in the body. I was hospitalized for a week at a particular clinic cum hospital at Jalan Ipoh. The good doctor, Dr. Rommel de Silva attended to me and ensured that I got well enough to attend my standard 5 exams. He was such an emphatic and caring doctor that until today my entire family goes to him first for any and all health reasons. We get his opinion first before proceeding to other specialists if needed.

After a long delay.. I finally managed to find some time to attend to a fatty growth on my right arm. So off I went with my aunt, my perpetual supporter! Dr. Rommel looks thinner but has not lost his smiling and fatherly ways. Seeing him again after all these years brought back the memories of being hospitalized at the tender age of 11. As always he asked about ME first before asking about my problem. Taking a quick look at that lump, he smiled, looked at my aunt and said "No problem... it's just a fatty growth and can be removed surgically or even left alone. If you want I can ask the surgeon to do it today." All this was said to my aunt as if she was the patient. That's because he knows his patients and their families well. In my case, I could be the physical patient but it was my aunt who was the emotional patient. He knew how she loves every single member of my family. Having reassured HER, I was wheeled into the surgery room.

The surgeon came in and the whole thing was done in less than two hours. On the way out, we dropped into Dr. Rommel's room to say thank you.

Isn't it amazing how true when people say that "we buy based on logic but justify the purchase by emotion". This is also similar to my posting relating to my cousin's non-experience in buying his new car. Isn't it also amazing how many businesses whose life-line is entirely based on and subject to customer satisfaction and positive buying experience seem to think that providing good customer service is a negotiable thing. Providing good service to customers is non-negotiable. It is what at the end of the day determines the sustainability of a company regardless whether you are in the food industry, dismantling jumbo jets or higher education. It is all about customer satisfaction.

I wish Dr. Rommel continued success in his business.

And, this posting is being typed by my so loving girlfriend as my right arm is resting!