A new low for customer service

I almost didn’t believe this story, but here it is. A woman spent hours trapped in a CT scan unit because the technicians forgot she was in the machine and WENT HOME. It took her hours to get out of the machine, and was finally freed from the building at 9 p.m.

Here’s a snippet from the story, and here’s the whole story.
———————

When Elvira Tellez came to the conclusion that 25 minutes had
definitely gone by, she called out to get someone to help her out of
the machine. She got no response.

Soon enough, fear overwhelmed Tellez and she began screaming but still
got no response because the office had closed and everyone had left for
the night.

“I was going crazy and I was crying to God to get me out,” Tellez said
on Thursday. “I was thirsty, I needed to go to the bathroom and I was
really scared.”

After hours of working to free her legs from the heavy blanket, Tellez
slid out of the machine and nearly fell on the floor but managed to
grab a table, she said.

When she walked out of the room she found the office was dark and she was the only person there, she said.

At about 9 p.m., she hysterically called Ariel, who lives in
California. He told her to call 911 and at the same time he managed to
contact the Pima County Sheriff’s Department.

Deputies arrived and had her unlock the office door to let them in,
said Deputy Dawn Hanke, a Pima County Sheriff’s Department spokeswoman.
The deputies contacted the office manager who was not aware of the
situation.
———————

First, o my gosh.

Second, everything from this point forward (for this medical facility) is determined by their response.

The only way out of this one is to push deeper into it and become (for a while) completely transparent to the public. These types of situations require clear internal changes and over communication of the changes to the public. The tendency would be for the  company to hide and not be available for comment–say ever again. But, that would be their demise.

2007-09-28T06:57:29-04:00

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Written by Dave Fleming