The Lost Art of Customer Service

Have you ever had the experience of calling into a company, getting a robot and being asked what feels like a million questions to get to where you really want to go? Sometimes that robot gives you unsolicited information that is a total waste of time before you can even move forward.

Then, after all that, you get connected but it is to another robot that asks you some of the same questions. Push this # for such and such department, push that # for a different department.

Finally, you get to a human being and still have to answer more questions in order to get the information you need. Or, one of my very “favorites” is when you have answered all the questions and finally get a person who has NONE of the information you just gave out. A couple of times (oh maybe more, if I am being honest), I have yelled at that robot! A few minute phone call is now a 30 minute or longer ordeal. So frustrating to say the least!

This is such a common occurrence in every industry – medical included. When Fidelity On Call started in 1994 (well before all the modern technology), we were concerned with the personal aspect of the business. We made sure our phones were always answered by a person – no automated computer for us and we counted the number of times it rang before we picked the phone up. More than three – that was upsetting!

Even after hours, we had a service that answered our lines. Yes, I know now we are more automated, but we pride ourselves on the fact that you can still instantly get to someone in an emergency.

With the advent of social media, websites, cell phones and the messages we receive from that direction, we also set standards for ourselves when it came to response time. We want our customers and team members, plus applicants, to know that we value their time and our relationship with them.

New technology has made information sharing and networking so much quicker and easier. However, it has brought on some very unwanted changes and one of those is customer service.

Does that have to be sacrificed to go forward?

We say “NO!”

It is easy to hide behind e-mail, voice mail, text messages and every other way of contacting someone. It is especially interesting when someone you are trying to reach will not pick up the phone, but will only text you. No personal conversations for them.

Sometimes, people text you something that would have been better served by just picking up a phone and personally talking. Is it becoming a lost art to personally talk with friends and family? Or, to go out and network to meet people and form additional friendships (vs. finding them on social media)?

We work hard to make sure we don’t fall into the trap of hiding behind e-mail or text messages.

We value speaking with our team members and our customers personally.

It is always good to move forward and we truly love all the new technology we work with. However, we will work to continually insure that, as we move forward, we never leave our service standards behind.

Christmas Story Time from Fidelity On Call

The Fidelity On Call team went all to get everyone in the holiday spirit.

Grab some hot chocolate (and plenty of Christmas cookies), and gather ’round for some fun short stories. Some you may have heard before, some not. But we’re sure you’ll think they are all classic!


Carla reading “Dear, Santa”

Sara reading “Christmas Crafts”

Jaclyn reading “Snowman”

Kellie reading “Fruitcake”

Santa reading “Twas the Night Before Christmas”

Santa Checks His Naughty and Nice List

Santa Claus visited the Fidelity On Call Office. He checked his list, and checked it twice, to see who made the  nice list…and who  made the naughty list!

Santa visited with: Jaclyn, Wendy, Carla, Sara, Jill, Pat, and Kellie.

(🤣Be sure to see the lineup starting at 4:30…the looks on their faces are priceless!🤣)

And remember, , it’s never too early to start working towards getting on next year’s NICE list!

11 Things We Are Thankful for in 2021

It’s the time of year when we count our blessings. In the past, we’ve taken time during the month of November to reflect on all the things we have to be thankful for, like this list from 2017, and this list in 2020.

Here is this year’s list…

1. We are thankful for everyone who joined our team in 2021.

2. We are grateful for the challenges we have faced because they have made us grow.

3. We are grateful that during the stress of the last two years, we have made progress and did not lose site of our goals.

4. We are thankful for all of our team members – both elite team and office team – who have stayed with Fidelity On Call for so many years (some over 20 years!)

5. We are thankful for our elite team who give the best of patient care every day and love nursing!

6. We are grateful for a solid office team that rises to the daily challenges.

7. We are thankful for our family and friends who support and encourage us.

8. We are grateful for those hospital nurses and supervisors who welcome us into their team.

9. We are so very thankful for co-workers who make us laugh even in the most stressful of circumstances.

10. We are grateful for our team members who are committed to the same goal (the best of patient care). It makes our jobs so much easier.

11. We are thankful that we have a special holiday where we can gather with our loved ones and give thanks for all the blessings we enjoy. And, for our awesome team members who work over Thanksgiving – we are especially grateful for your dedication.

Above the Line Thinking for Nurses

Many years ago, we saw a graphic on Above the Line Thinking. It was very thought provoking because it pointed out those attributes that everyone should value. But, better yet, if we all had Above the Line Thinking in every area of our life, we would be real winners and life could be far less complicated.

What is Above the Line Thinking? As we reflected on this question, it truly boils down to a maturity that comes with repeatedly doing the rights things, choosing integrity instead of the easy road and being open and honest in our communication and dealings with others. Some of the areas covered:

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