Special DELIVERY: Learn how ATOM can deliver on their products and service!
Bobbie Smith, MSN, RN
Clinical Content Advisor
Synova Associates LLC
My friend was visiting me last month and her flights were cancelled for both ways of her trip. Maybe that is what you get for flying in and out of a small town, but she had patients waiting for her on a Monday morning and it was aggravating to have flight interruptions happen not once, but twice in three days. My friend is patient but at one point we found ourselves yelling into the phone “I WANT to speak to a live person. . .please.” Inherently you know that the automated line can’t hear your tone but all you’re asking for is good customer service, someone to answer your call or even just acknowledgment that they will make it better. One of the positive things I can think of that came out of COVID was that airlines did away with the change fees. While eliminating change fees was a step in the right direction, it’s just one aspect of the travel experience. Timely responses to customer inquiries, efficient problem resolution, and clear communication during disruptions remain areas where airlines can continue to make improvements.
Listening to Customers
Feedback from customers is a valuable resource for any industry. By actively listening to their customers, companies can identify areas for improvement and work towards providing a better user experience. In a highly competitive industry, those companies that prioritize customer satisfaction and responsiveness are more likely to earn loyalty and positive word-of-mouth recommendations from purchasers.
This was exactly what I was thinking of when I interviewed the ATOM Medical USA team about being a customer-focused company. The initial purpose of the interview was to talk about product innovation, marketing, and service but the conversation quickly changed to ATOM’s ability to provide individual attention to the needs of leaders who had purchased their products. I knew that their mission was “to save a tiny baby’s life” but there are many companies out there who have products designed to improve the care of babies. As a nurse leader what I value when looking to purchase new equipment is not just design, cost, and advanced technology it is also about the warranty and customer service after the deal is made and the product is in place. I will be honest and say it’s tough competition out there and every penny counts but when trialing new products, we as leaders need to ask the very important question of who do I call when I need help? Similar to my airline situation, I want to know who to call or e-mail and that I will get a response. When we have so many things that overwhelm us as leaders and when working with vendors having responsive support is top of list for me.
A Commitment to Customer Satisfaction
It’s clear from my conversation with the ATOM Medical USA team that they understand the importance of customer focus and providing excellent support to their clients, especially in the healthcare industry where equipment reliability can be a matter of life and death. Here are some of the important ways ATOM Medical USA demonstrates their commitment to customer satisfaction:
- Long-term Partnerships: ATOM Medical USA prioritizes building long-lasting relationships with their customers. This is crucial, especially in the healthcare sector, where trust and reliability are paramount.
- Clinical In-Service: Offering no charge clinical in-service for the life of the product demonstrates their dedication to ensuring that their customers are well-trained and confident in using their equipment effectively.
- Regional Representatives: Having regional representatives who can visit your unit to provide product and educational support is a valuable resource. It shows that ATOM is committed to being physically present to assist customers when needed.
- Responsive Communication: The fact that a live person answers the phone during business hours is a big plus. It means that customers can get immediate assistance and support, reducing downtime and potential issues.
- Warranty: Providing a 3-year standard warranty demonstrates ATOM’s confidence in the quality and durability of their products. This warranty can provide peace of mind to healthcare leaders who want assurance that their investment is protected.
In the competitive healthcare equipment market these customer-focused initiatives set ATOM Medical USA apart. For nurse leaders and healthcare professionals, knowing that they have reliable support and assistance after purchasing equipment is invaluable. It not only ensures the smooth operation of their units but also enhances patient care and safety.
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The material presented in this blog represents the opinion of the author(s) and not necessarily the views of Synova Associates. Synova Associates does not endorse any specific products or organizations but strives to connect its industry partners with leaders interested in product/educational innovation.
