It may be one of the biggest cliche's in the history of business, but it rings true in most cases, "the customer is always right". In the world of durable and portable ultrasound systems this statement is never more apparent and necessary. It doesn't take too long to understand, without happy customers your business is doomed. At E.I. Medical Imaging customer feedback is taken very seriously. It shapes the products we produce, it changes the way we do business and it persuades each decision we make on how we run our business.
A good example of this was seen in our recent annual Management Review Meetings (MRM). MRM meetings take place each year with each department participating in the E.I. Medical Imaging family. This was my first time attending the meetings and I had no idea what to expect. I was merely going to attend with eyes wide open to see what I might learn from the process and provide feedback myself where I thought it might help.
As I opened my 100+ page booklet of charts, graphs, company literature and information, one of the sections caught my attention, "Customer Feedback". As a head of the marketing department this was right in my kitchen and something I wanted to pay close attention to as we studied through section after section on each department and their responsibilities. After going through quality assurance, sales, service, product inspections, safety and many other facets of the management review we finally came to the largest section of the book, Customer Feedback.
Fortunately, we don't have many complaints that we have lodged in the previous 12 months, but I can assure you that any complaint received is looked at by each department, and a response or corrective action is taken. We also want to respond to the customer and their complaint quickly and we handle each to our best ability for complete satisfaction.
We log any customer feedback, both good and poor, into a database and review those regularly. We send out a customer satisfaction survey to each of our new customers quarterly and they can provide information about their experience with the product and our company. We listen to customer feedback on the social networks, we hear about it in blog postings and we even pay attention to forums and other places online. If you are talking about the Ibex® or any of the products in our company, we are listening.
At a recent trade show a customer wanted to voice their complaint about an accessory that accompanies our Ibex® Portable Ultrasound system. They specifically wanted us to know that the carry case their Ibex® Pro arrived with was substandard in their case. We took immediate corrective action and provided with what we felt was the appropriate response by providing a replacement case to that customer.
We take each piece of feedback and handle each individually, be it a complaint or in many cases we also review customer testimonials. Recently we received a few praises from those that have been using and implementing their new Ibex® Portable Ultrasound System in their veterinary practice.
Take a moment and fill out your survey and return it if you are a new customer. We want to hear what you think. If you have any feedback at all, please let us know. We feel our customer service is legendary and we aim to continue that level of service. If you have something you want us to know right now, feel free to comment here, send us the info in a tweet or follow us on Facebook and let us know your thoughts there. As always you can contact us and let us know about your feedback.