Spectacular Service
Often adversity has a way of uncovering experiences that are unique and happen ‘once in a lifetime’.
CCS has several clients in the travel segment. We measure service levels and run workshops for front-line and management professionals. As part of a recent research program (someone has to do this) I was travelling overseas on a cruise liner in the Baltic. Having some previous experience, I was keen to observe comparisons with current overseas service cultures and management styles.
Little did I know that this would really be a ‘different trip of a life time!!’.
I came away with a remarkable story of professional service that many Australian organisations could learn from. A clear respect by employees for ‘professional authority’! A commitment to excellence in performance delivery that demonstrated both passion and accountability!
The story unfolded when I unfortunately got ill in Amsterdam and had to ask the Hotel (Park Hotel near Leidseplein) to call the doctor. Without going into the painful details I was able to get some strong analgesics to help cope with my kidney stone issue. The hotel staff were excellent in helping with an emergency, as was the doctor.
The very next day we boarded the ship bound for the first port in Germany. I thought I was over this traumatic episode, only to discover the first day of the cruise that things were going from bad to worse.
‘Cutting to the chase’, I needed urgent medical attention. The medical team on the ship were terrific. They were confident, empathetic and proactive in helping me arrange scans at a University Hospital in Rostok, Germany. The urologist was very professional. (He was excited to treat an Australian and really keen to discuss Aussie landmarks.) All I wanted was treatment.
It was recommended that I next have a CT scan. So off to a public hospital in Stockholm, Sweden. Again, good medical facilities but no opportunity to get the treatment I really needed. The boat was leaving in a couple of hours.
The doctors had recommended that in my condition, it was not a good idea to fly …. Especially 24 hours back to Sydney. Eventually and on good recommendation from the ship’s medical team, I was persuaded to check into a private clinic in St Petersburg, Russia.
Here the “exceptional customer service” story begins; An escorted ambulance service ( I had no Russian visa) to a private medical clinic. On arrival at the clinic, which from the outside looked more like a mausoleum, we were greeted by an ‘administration translator’ (Pauline) who helped guide us through the myriad documents that needed authorization prior to check in. Within an hour of arrival we were seen by a urologist (Dr Oleg), a smiling genial young specialist who immediately diagnosed the problem and indicated that a 2 day stay as their guest would solve the problem. I could simply fly the on to meet the boat at the next destination. With no visas and time not on our side we indicated that the boat was to sail the very next day by 5:00pm … I needed to be treated and back on board by then.
The look of desperation on both mine and my partners face probably influenced this wonderful man to demonstrate how the wheels of a bureaucratic and hierarchical organisation can really function.
After one phone call, of which we could understand not a single word, super efficiency and superlative service followed. Bloods taken, x-rays organized, accommodation in a ‘hotel room’ ward found, anesthetist put on notice and the operating teams advised of a late night procedure.
We could tell that no one questioned the authority of the Doctor. Orders were followed, instructions obeyed, procedures invoked with attention to medical detail at minutia level. Bear in mind that this was all happening in a surreal way because of language barriers and unfamiliarity of environments. A visit, again via ambulance, to an army hospital to undergo an IV x-ray added to the crazy experience. Superb technology and service, with clear military precision of rank control and command.
By 8:30 pm that night I was out of the OR and back in my private ward. An immediate visit by the surgeon who reassured me that everything had gone according to plan. “We make you nice” Dr Oleg said in broken English. Dopy but relieved I spent a sleepless night watching Russian TV watching Cadel Evans come close to cycling glory. By midday the following day, after an early morning visit by the specialist, I was back on board the cruise liner.
I had had massive misgivings about undergoing medical treatment in Russia. I was wonderfully surprised.
I am the first to acknowledge the unique aspects of my experience. A foreigner, with a medical emergency, in a private clinic, with pre-arranged contacts from the ship’s medical team!
Getting home to Sydney was a tremendous feeling. To keep the story going, I’ll report next week on the service and support I now get from the travel insurance company.
So far, the requested insurance claim form has not arrived. Thank goodness it wasn’t a ‘paperwork emergency’!