Seth Godin points out that over-the-top service just isn’t so over the top anymore. He’s got a point, because for nurse staffing firms it’s a necessity. Their patients don’t stop needing care just because everyone else is sleeping. And when nursing recruiters need help with computers in the middle of the night, they require over-the-top service as well.
Delivering that service constitutes the heart of the TempWorks-client relationship. Here’s an email I just received from one such nurse staffing firm.
I wanted to thank and congratulate Drew on a job well done. I came in this morning to a voicemail from [nurse staffing firm]. She called the on call line at 4:04 am (eastern time, so 3:04 our time) and she rec’d a call back at 4:06 (eastern time). She was raving about the service she rec’d from Drew. She wanted to call not only to recognize that Drew went the extra mile for her, but to congratulate our whole company on providing excellent customer service. Keep up the good work, Drew and again, congratulations.