In 2001 Richard Gasser was diagnosed with idiopathic pulmonary fibrosis, and shortly thereafter was prescribed oxygen. For his first 8 years using oxygen, he worked with two local oxygen providers and had poor experiences with both of them. Then about 4 years ago he saw an ad for the EverGo/EverFlo bundle and started doing research on Open-Aire. He was a bit cautious at first, and had reservations working with a company in Florida instead of a local brick and mortar provider. However, since his local providers hadn’t given him the help he needed he decided to try out Open-Aire and he has been very pleased with the results, particularly with the customer service he’s received. Richard says, “I’ve had my supplies replaced a couple times and everything was great. Anytime I’ve needed them, they have been there.”
About a year ago Richard’s IPF started to worsen, and during the past winter it really took a toll on him. Once he stabilized he required more oxygen, and standing and walking became extremely difficult for him as well. While on the phone with Open-Aire’s customer service department to discuss his new oxygen requirements Richard learned about the Mobility section of Open-Aire.com.
He started doing some investigating into power wheelchairs, and took the information to his pulmonologist and physical therapist. They both agreed that a power wheelchair would be the right solution for him. Once again Richard was working with Open-Aire case managers, but this time it was with the Open-Aire Mobility Division team. The equipment may have been different, but the customer service experience was just as good as ever. Richard says it best in his own words though. “I would choose Open-Aire over any brick and mortar company. They have all bent over backwards helping me and my every need. I know what customer service is, and this is it!”
Read stories from our customers who have had their lives changed by portable oxygen concentrators and power mobility equipment.
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Monday, May 20, 2013
Friday, November 4, 2011
Jumping Into Action
Melinda Rosebery of Tonkawa, Oklahoma has been an oxygen patient for 15 years. Over the years she got tired of living her life tethered to an oxygen bottle and all the hassles that came along with it. But a year ago she switched to an EverGo/EverFlo bundle to solve her portable and at-home needs. Now she was finally able to travel all over Oklahoma. She just picks up her portable oxygen concentrator, plugs it in, and enjoys the ride.
A few weeks ago Melinda had a problem though. A beeping noise started going off on her concentrator, indicating a problem with the unit. It seemed to be working properly, but clearly something was wrong so she picked up her phone and called Open-Aire‘s customer service team for troubleshooting. After the problem was identified, Open-Aire specialists realized she needed a new oxygen concentrator and jumped into action. Melinda wasn’t worried though, “I had my equipment there the next day. That makes me feel so very comfortable.” Just like that, Melinda had her new oxygen concentrator and she never missed a step. Just as importantly, Melinda learned exactly how fast Open-Aire’s customer service works, and knows that it’s one less thing to worry about regarding her oxygen.
A few weeks ago Melinda had a problem though. A beeping noise started going off on her concentrator, indicating a problem with the unit. It seemed to be working properly, but clearly something was wrong so she picked up her phone and called Open-Aire‘s customer service team for troubleshooting. After the problem was identified, Open-Aire specialists realized she needed a new oxygen concentrator and jumped into action. Melinda wasn’t worried though, “I had my equipment there the next day. That makes me feel so very comfortable.” Just like that, Melinda had her new oxygen concentrator and she never missed a step. Just as importantly, Melinda learned exactly how fast Open-Aire’s customer service works, and knows that it’s one less thing to worry about regarding her oxygen.
Tuesday, May 3, 2011
Her Name Says It All
"I have the BEST job on EARTH!" This statement is a common one in the customer service department. Carrie Truesdale is one of the hand selected members of the Open-Aire Mobility Division customer service team, who prides herself in representing the heart and soul of the company, their customers! Each day is more fulfilling than the next for Carrie as her personal slogan is 'Never Doubt, Carrie Cares'. Her daily goals are simple: Reduce drama and trauma while increasing the fun factor in receiving a mobility product. This warm outlook on her work has allowed Carrie to make friends all over the country, both recipients of power chairs and Delivery Techs. Carries’ love for her work is contagious and expressed daily.
A few weeks ago, Carrie was trying to contact a new customer to get specifics on where to ship her new power chair. Carrie had spoken with her just a week prior, so when she learned the phone was no longer in service, Carrie got worried, decided to follow her gut and do some research. She found a way to reach her. Carrie learned that the patient’s house had burnt down that week. She had lost everything; her home, her belongings and was staying in a hotel, with just the clothes on her back. Carrie’s main concern was the mental and physical well being of her customer. Carrie knew she had lost everything and was staying in a hotel without any belongings, and importantly, no power chair. Carrie and her customer spent a worthwhile time on the phone, discussing how she was feeling and what the next steps were for her. Carrie listened while her customer shared her feelings on her recent tragedy, and ensured her that it will get better. Carrie followed up a few days later and heard some good news. She got an apartment and was excited to get out of the hotel and begin building her life back. Carrie happily and excitedly shipped the patients new power chair to the new address.
About a week later, the patient called Carrie with a smile on her face and hope in her voice. She was gushing with excitement and gratitude about the arrival of her new chair! She was so thankful to have her power chair, as it made her life much more pleasurable and easier. She told Carrie she didn’t have anything in her apartment, except her power chair and mentioned at this point, that was all she needed. When you ask Carrie what it takes to be a good Customer Service Representative, her answer comes straight from the heart. "All it takes is a listening ear and a caring heart... a good sense of humor doesn’t hurt, either." Her name says it all, Carrie really does care.
A few weeks ago, Carrie was trying to contact a new customer to get specifics on where to ship her new power chair. Carrie had spoken with her just a week prior, so when she learned the phone was no longer in service, Carrie got worried, decided to follow her gut and do some research. She found a way to reach her. Carrie learned that the patient’s house had burnt down that week. She had lost everything; her home, her belongings and was staying in a hotel, with just the clothes on her back. Carrie’s main concern was the mental and physical well being of her customer. Carrie knew she had lost everything and was staying in a hotel without any belongings, and importantly, no power chair. Carrie and her customer spent a worthwhile time on the phone, discussing how she was feeling and what the next steps were for her. Carrie listened while her customer shared her feelings on her recent tragedy, and ensured her that it will get better. Carrie followed up a few days later and heard some good news. She got an apartment and was excited to get out of the hotel and begin building her life back. Carrie happily and excitedly shipped the patients new power chair to the new address.
About a week later, the patient called Carrie with a smile on her face and hope in her voice. She was gushing with excitement and gratitude about the arrival of her new chair! She was so thankful to have her power chair, as it made her life much more pleasurable and easier. She told Carrie she didn’t have anything in her apartment, except her power chair and mentioned at this point, that was all she needed. When you ask Carrie what it takes to be a good Customer Service Representative, her answer comes straight from the heart. "All it takes is a listening ear and a caring heart... a good sense of humor doesn’t hurt, either." Her name says it all, Carrie really does care.
Friday, April 15, 2011
A Day in the Life: Open-Aire Customer Service Rep, Susan Walker
To be awarded a place on the Open-Aire Customer Service Team, one must have the heart of an angel and the intellect of a scholar. Susan Walker encompasses Open-Aire’s daily standards of integrity, genuine compassion, and a Spartacus 'never give up' mentality. A normal day for Susan consists of answering questions, troubleshooting equipment, tubing issues and aiding with set-ups. Some days are more rewarding though for both Susan and the customers. On one particular afternoon in January 2011, Susan’s’ inner Spartan arose as she was needed by an Open-Aire customer. The call seemed pretty standard, as a customer needed help with her portable unit. After some troubleshooting, Susan noticed it was the charger that was having the problem and it needed to be replaced. She diligently did the proper paperwork, and placed the order for shipment. That could have easily been the end of the service issue with Susan and her customer. However, Susan took her time to speak longer with this customer.
It’s a good thing she did, because Susan also learned the customer was having issues with her stationary unit. Susan was fearful the portable unit wouldn’t hold up long enough for the charger to arrive in the mail, and the customer might be left without any oxygen at all. Unbeknownst to the customer, Susan was right. She instinctually and personally went to the warehouse in search of a replacement stationary unit she could send to the customer. Since it was the end of the day, they had missed the normal FedEx pick up. Most mediocre employees would say, "I'll mail it first thing tomorrow'. . . but not Susan, not an Open-Aire extraordinaire for the past 4 years. She personally packed up that 30 pound stationary unit herself, and drove it to FedEx. She insisted on an overnight delivery. Susan's instincts and skills proved positive, as she received a letter in the mail weeks later from the New York customer thanking her for her efforts as her stationary unit had in fact ran out before her charger arrived for the portable. Thanks to Susan and her warriorlike instincts, our Open-Aire customers don't have to worry about not being able to breathe.
It’s a good thing she did, because Susan also learned the customer was having issues with her stationary unit. Susan was fearful the portable unit wouldn’t hold up long enough for the charger to arrive in the mail, and the customer might be left without any oxygen at all. Unbeknownst to the customer, Susan was right. She instinctually and personally went to the warehouse in search of a replacement stationary unit she could send to the customer. Since it was the end of the day, they had missed the normal FedEx pick up. Most mediocre employees would say, "I'll mail it first thing tomorrow'. . . but not Susan, not an Open-Aire extraordinaire for the past 4 years. She personally packed up that 30 pound stationary unit herself, and drove it to FedEx. She insisted on an overnight delivery. Susan's instincts and skills proved positive, as she received a letter in the mail weeks later from the New York customer thanking her for her efforts as her stationary unit had in fact ran out before her charger arrived for the portable. Thanks to Susan and her warriorlike instincts, our Open-Aire customers don't have to worry about not being able to breathe.
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