Today I received an insightful question from a concerned possible client, she asked a good question about “How many complaints have we had in the past five years about our elderly alert systems?” And she wanted to know how they were resolved?l
Here’s my answer to Sally’s question:
Hi Sally,
Well dealing with seniors who at times are feeling angry about many things…their health, their families, their income…sometimes they dump on us. Those are one type of complaint.
I have a gal Michelle who has her Master’s Degree in Psychology who we use to defuse much of their misdirected anger, almost always Michelle talks with them for as long as they need and solves their problems and turns them into happy campers. No one can bat 100%.
Now what I suspect you are really asking about are what kind of bad things we have done that have been reported to the authorities. We have done none! We are one of the few larger national medical alarm services that have not only an A+ rating with the Better Business Bureau…but also, have zero complaints on all the years we have been in business. I pride myself in hiring kind and caring staff.
We resolve all issues to the clients favor in lieu of our own. That is except for those people who are unhappy because we ask them to pay their bills. What can I say?
If there is an issue with our equipment we send out new equipment overnight at no charge. We will spend as long as a person needs on the phone to resolve their issues…mostly it’s confusion on their part. A grand-daughter may have unplugged their system, which gives us a warning that it is unplugged and we call and resolve the issue with that person…or we get their family involved if need be. Sometimes it’s sad that when we call a client they have evolved to not even remembering they have a medical alarm system, that’s our first alert to call the family and let them know they should look into their loved one’s situation.
So I’d say…we don’t have any complaints, but we do have many thanks from many people and organizations around the country. We even do charitable work for many hospitals, Agencies, the American Red Cross…as well as feeding people in Los Angeles, feeding 150 school children daily in Namibia for the past year. We like to give back, it makes us feel good.
Sorry for the long winded answer J
Regardless who you choose take your time you’re asking the right questions…and that’s always what I advise people to do.
Best Regards,
Jeff