As a consumer, it’s easy to hear the words “customer service” and tune out. In fact, the market is so oversaturated with companies claiming to be the “best” or “greatest” in customer service that it’s easy to become immune to the claims.
Regardless – when searching for a laboratory to entrust your testing to, customer service should be at the top of your check list. Yes; attributes like industry experience, breadth of influence and quality of work are all vital – but the mistake consumers make is forgetting to choose a lab that prioritizes them (the customer) above all.
Why should you care?
When you pay a laboratory for a service, you’re essentially saying “I trust you to make this worth the price.” Not only that, you’re entrusting the success of your company to them and if customer service isn’t at the top of your expectations list, your needs will soon fall to the bottom of theirs.
In today’s market, you have unlimited options. There are hundreds of laboratories that can offer relatively the same testing. Because of this, the specific “service” you’re looking to purchase should be less important than “how” the company offering you the service makes you feel. And when you choose to do business with an organization based on the way they make you feel, rather than the service they offer – your business will benefit in the long run.
You Deserve Loyalty
A lot is said about customer loyalty.
This is the ability for a business to build “raving fans” – individuals who will choose them over other companies offering the same thing, every time. We’ve all experienced this level of loyalty to a particular brand and it feels good, doesn’t it? The company that won your loyalty did something along the way to put you first and because of it, whatever you paid them for their service was well worth it.
More specifically in the testing world, what if laboratories we’re expected to meet deadlines, answer the phone, deliver accurate data every time and go the extra mile to make your experience excellent, rather than just “good?”
Loyalty is earned. And it is at the core of great customer service. As a paying consumer, you deserve the peace of mind that comes from doing business with a laboratory that sets out to earn your business, rather than simply expect it.
You Deserve Communication
While most laboratories focus all of their efforts on delivering accurate data, too few appear to recognize the significant impact the communications experience has on their customer.
Poor communication from your provider can cost you both time and money, and when there are hundreds of other labs capable of offering the same results – why deal with these complications?
When you call your laboratory with questions, you deserve an answer. Not only that, you deserve to have a human on the other end who knows your unique needs. This, explains Account Manager Joe Sloan, is essential.
“Being able to call in to your lab and have somebody actually pick up the phone is a game changer,” explained Sloan. “Connecting with a person rather than a machine… just cannot be substituted. I have customers tell me all the time ‘Joe It just makes my life so much easier to have your personal number and know I can call you and you’ll pick up.’”
For Sloan’s testing customers in Tennessee, the ability to communicate with him on their time is why they’ve remained loyal. This communication expectation is something he believes all consumers searching for a laboratory partner should prioritize.
You Deserve Urgency
You can do everything to prevent a crisis – and it may still happen.
An integral part of premier customer service is the reliability of your laboratory partner during an emergency. Ask yourself: can this laboratory provide the support I may need if urgently needed? Will they be willing to meet my needs beyond business hours?
Customer service shouldn’t have a closing time. And if your laboratory cannot meet your needs when the unexpected strikes, that puts your business at risk.
Urgency is essential during crisis – but speed is just as important in the day-to-day as it is when problems arise. Of course, your lab partner should strive to deliver fast turnaround times – but in the event of a delay, communication is key! If the agreed upon turnaround time is compromised, you deserve to be notified asap. And if you’re working with a lab who either doesn’t treat your needs with urgency or fails to communicate when deadlines are compromised, you’re not receiving the level of customer service you and your business deserve.
You Deserve Integrity
The above expectations all rely on one thing, trust. And trust begins with integrity.
Finding a laboratory to test your samples is the easy part – it’s finding one that places integrity before profit that can be more difficult. Trust is the foundation of customer service and if your laboratory doesn’t have this at the core of their business model – it may be time to move on.
And when you decide to do so – Microbac may be the perfect lab to turn to. As the nation’s largest a private and family owned laboratory network – we’ve spent the past 50 years building trust by prioritizing integrity.
Our locations across the country operate with a level of honesty, urgency and excellence that few others can offer – and if you’re looking for a new testing partner, we encourage you to explore Microbac as an option.
This document is not intended to provide scientific or other advice to be used in a specific fact situation and is intended for general information purposes only. While we encourage you to share this document with others, this document or any portion of it may not be quoted, used in or referred to in another publication without our express permission.