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Letter to the Editor: Thank you Rio Grande Hospital for a job well done

Posted: Wednesday, Jan 30th, 2013

I had the opportunity to take my father and mother-in-law to an X-Ray appointment at the hospital in Del Norte. Over the last decade, many members of our family have had health issues and we’ve been to facilities in Durango, Pueblo, Denver, Alamosa and Del Norte. We’ve had good service. We’ve had great service. Friday’s experience ranks at the top.

The admissions person knew our family. She connected on a very personal level. The lab tech was friendly, courteous and competent. The X-Ray techs put us at ease and were kind and understanding.

As we were sitting in the waiting room area a young tech walked by and noticed that my father-in-law was chilled. It was a cold and blustery day. She offered to take me to the cafeteria to get hot coffee. She said to help ourselves to as much as we wanted. On the way back she brought two heated blankets to my in-laws. Wow.

As we were walking out, the lab tech came and said he would walk with them to the front door while I went to pick up the vehicle. He waited with them until he saw me drive up.

Great customer service creates value in an experience. It is the great equalizer for small businesses when competing against “Big Box Stores” or large corporations on pricing. How do you put a price tag on those small gestures that make such a big difference on how you feel when you walk away or complete your transaction? You recognize and remember when you experience someone going above and beyond what was expected.

Thank you to the staff for a job well done.


Heather Sanchez

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