Being a service technician has taken me into hundreds of different hospitals over the 14 plus years I have been with IMS. In addition to installing new Infant Security Systems for hospitals, one of the jobs I have done in many of them is completing their Annual Preventative Maintenance (PM). As part of the PM, I interact with numerous Nursing Directors, Nurse Managers, Charge Nurses, Bio-Med Technicians, Maintenance Technicians, Security Managers and Officers, and a host of other hospital employees.
One of the first things we always do before we start the PM is to ask our main contact if they have any problems with the system so we can take a closer look to figure out what needs to be done to make it right. What we often hear is the same comment, “We are not having any issues at this time." I also hear quite frequently, "If we ever do have a problem or question, I know I can call for help, and will actually get a live person on the phone right away.”
Knowing that our customers understand that we are accessible gives me a sense of pride in what I do. Providing a personal level of customer service is a lost art, and one-on-one direct communication is a thing of the past. We pride ourselves on the one-on-one customer service we provide and often hear “It is so refreshing to call for help and not get stuck listening to recordings of an endless list of options to select only to end up leaving a message for someone to call me back. I really wish all of the vendors I had to deal with were as good as IMS!"