http://gotsmile.net/s/10029/139313

Now, I would like to respond to your post:

You say that there are rules and sometimes we don’t get our way, but even in the comment received from Bryan, she admits that there was a break down in the system: “We are looking at ways to ensure we have a process in place to let people know that in addition to our set tour times, we do also provide personal tours.” So, you see, I had been told that they gave personal tours, which they admittedly do, and was denied one when I went in. That’s not “me not getting my way” that’s poor customer service.

You also say “Oh you are so powerful, what a crock.” I would like to know how you found this blog if it’s not powerful. If you search Bryan LGH Maternity, this blog shows up on the first page. To me, as a marketing professional, that’s pretty powerful. Besides that, this was a post on customer service, and the point was word of mouth is powerful. So companies should be careful with the experience they provide to their customers.

Lastly, here was my major concern when this all happened: If Bryan LGH isn’t taking care of me as a potential customer, then are they going to take care of me as a patient? This is my first baby and of course, I’m going to choose the hospital that makes me feel most comfortable. St. Elizabeth did that for me.

It appears that you have had a poor experience with St. Elizabeth just as I have with Brayn. So, I’m sorry but you’re no different from me, speaking your opinion for the service provider you believe to be the best. You can call me a whiner or any of the other things you stuck in there, but the truth is, you’re doing the exact same thing. Luckily for both of us, this is still America, and we are both still entitled to our opinions.

Thank you for your post.
-Lacy

First, let me start by saying that I truly appreciate that you have reached out to me and as someone who does the same for many of our clients, the fact that you monitor what’s being said about your organization. The fact that you’ve found this blog and reached out to try to make it right, means a great deal to me. In fact, while writing this blog, I wondered if this might be the case and I’m glad it was. There obviously were some issues there that need to be addressed to prevent this from happening in the future.

This being said, I stand by my blog as well as our decision to go to St. Elizabeth. As I said in my reply to Nichole, I put a lot on of emphasis on customer service. If St. E wouldn’t have far exceeded my expectations, I might be singing a different tune, but there were many chances for them to have given us mediocre service and instead went above and beyond.

Thank you again for your reply.

I am sorry to hear about your experience. My name is Deb Boehle and I am the Public Relations Manager at BryanLGH. It would be great if you could give me a call to chat further about how we can use this experience to improve our customer service. You can reach me at 402-481-8788 or deb.boehle@bryanlgh.org.

I did share your blog with the director responsible for our front desk staff and the director of Women’s & Children’s Services. We are looking at ways to ensure we have a process in place to let people know that in addition to our set tour times, we do also provide personal tours. Our director of Women’s & Children’s Services would like to give you a personal tour of our Family Birthplace. If you would like to do this, his name is Jack Malizzi and you can reach him at 402-481-7560 or jack.malizzi@bryanlgh.org.

We wish you and your family all the best on your pregnancy and the delivery of your new baby boy!

I hold all service providers to a high standard. Few meet this standard. St. Elizabeth, however, met this with flying colors. I would highly recommend them to anyone.