BAS problem solvers series: Response time
Response Time
It’s 3am and you are sleeping soundly in your warm, comfortable bed when the dreaded “Middle of the Night” phone call comes in. The 24-hour operational facility you have just commissioned and put your stamp on has a chiller down and the patient rooms (plus the MRI room) are heating up fast. The customer is in panic mode and is looking to you for answers. How do you respond?
How we respond to a customer, whether it is in the middle of the night or the middle of the day, is what makes us different. You don’t care about our problems or our struggles, nor should you. You hired us to take care of your problems – not add to them. It is our responsibility to maintain a calm, collected approach no matter how hectic things are behind the scenes.
The analogy I like to use is 911. When you call 911 they don’t give you an excuse like, “I don’t have anyone I can send out right now.” As soon as they identify the issue, there is someone on the way. That’s how our control group responds to you here at HTS. We understand that when you’re in need you don’t want to hear excuses, you just want results. That is why we guarantee a response within 24 hours and offer emergency response if needed.
Here at HTS we don’t make excuses – we make promises. And we promise to make your problems our business in a timely and professional manner so you can get back to your business.
-Shane Ray, BAS Manager