A week ago I wrote a post explaining Dad’s latest situation with #cholangiocarcinoma Don’t give up the ship, fight her till she sinks. At the time we’d just seen his oncologist and heard the news that Dad’s one remaining option was to have chemotherapy in an attempt to stem the tumour in his stomach bleeding, which in turn is causing him to become severely anaemic and requiring regular blood transfusions.
On Monday Dad went to the unit where he receives the chemotherapy to have his prep session and bloods taken. Less than a week since his last transfusion and he’s anaemic again and his haemoglobin level was down to 7. The fantastic staff did all that they could and managed to fit him in on Tuesday for another blood transfusion, in order for him to start chemo today as they’d originally planned. All of this organised at the drop of a hat, with Dad’s specialist nurse doing what he seemingly does best, twisting arms and calling in favours. So today was his second day at the unit, ten hours at a time, so far so good. The chemo is very risky for Dad, but its a game of odds and the balance of probabilities suggests that doing nothing is even riskier.
Possible side effects include all the usual things (anaemia, hair loss, constipation, wind, loss of feeling, impaired immune system), a major bleed (not surprising given the amount of blood he is losing anyway) and neutropenic sepsis.
Dad has had sepsis on a couple of occasions, including the last time he was on chemo, they’ve warned us that the most dangerous time will be this weekend. Anyone who has ever been taken ill on a weekend, never mind a Bank Holiday, never mind Easter…will know that you don’t want to end up in A&E then. That said, I’m really impressed with the fact that they have raised the issue and reassured Mum that we have to be explicit that we need attention, and it’s also good to know that the hospice palliative care team are aware too. Unless you’ve had to do it I don’t think you can necessarily appreciate how hard it is to request attention once you’ve been admitted into hospital, especially in a busy A&E Department where you’re surrounded by other poorly people. This leaflet, and it’s explicit time bound permission statement to go back and insist on action, is really powerful stuff. Very impressive. This flimsy piece of A4 paper could make the difference on whether someone like Dad survives, I know that with this piece of paper in her hand my Mum would go and ask for further attention, without it there’s a slim but outside chance she might speak up but evidence so far suggests she’d rather not make a fuss/appear ungrateful/nag/push in etc etc etc. Never underestimate the power of a piece of paper for a generation who were brought up to respect authority!
The other possible side effect of one of the many drugs Dad is on is that it could alter your mood. I’m staying at my folks house tonight for moral support and I can honestly say that this drug has altered Dad’s mood….he was treating his sick bowl as a fashion accessory. My Dad has always been a little off the wall, in fact his party trick when I was a kid was to drive the car with his knees and no hands, but I’ve not seen him in a playful mood in ages. Obviously having the chemo and taking some step to fight it is a good thing, for now.
I was slightly wired all day today, I was up in London for a meeting, and I felt so far away if anything had gone wrong. That said it was a good meeting and nothing did go wrong and Dad is insistent that I don’t put my life on hold for him. Having been home for most of March, unfortunately I have stacks of travel planned in April. If I’m truly honest I’m absolutely dreading what the next few days and weeks hold. That said everyone who has dealt with Dad over the past few weeks has done so with such kindness, that it makes me feel reassured and humbled, and a little more daunted (because my suspicious mind assumes that this is a sure fire indication that this really is coming to an end now). I’ve also been blown away by the number of you who have left blog comments, sent tweets or DMs and those of you who text me when I was silent to check how things were going. Thank you all so much. I know it’s hard to know what to say or do in this situation, I know that some people would just rather not think about it, and I know that I am a walking, talking, ball of emotion at the moment and I’m not the easiest person to deal with at the best of time. Thank you all for your patience, virtual hugs and moral support, it’s really appreciated. I’ll leave you all with the man himself modelling an NHS sick bowl!
Last night as I was busy enjoying @PizzaCafeNewton and watching the Apprentice Final, I received a phonecall on my landline. The conversation went as follows:
Caller: Hi, it’s Ben (cant remember his proper name) calling from Santander. Just to let you know this call may be recorded for training purposes.
Me: Uh huh
Caller: Can you confirm the first name of your address please
Me: Um, could you tell me what you’re calling about please
Caller: Um, I need you to confirm your address details first, they’re DPA requirements. I’m from Santander.
Me: Sorry Ben, I’m not sure I’m that comfortable confirming my details to you
Caller: Why not, it’s DPA requirements…Data Protection Act
Me: Well, yes, but I’m still not that happy with it. You called me, how do I know who you are (while really thinking I’d rather be enjoying my evening)
Caller: I’m Ben, from Santander
Me: Yes I know you say you are, but I don’t know that. I’m not that comfortable to be honest
Caller: *Long loud huffff* Oh well I can put something in writing if you want
Me: Yes please, that would be great, thanks.
Am I missing something here. I get called at home, by a bank, requesting my details – when I say no, they don’t even offer a number I can call them on (not that I’d particularly trust that either). Not sure whether it’s spam or just shite customer service but I’ll live without knowing what I’m missing for now.
This is the third instalment of my experience with Virgin Media and so it might not make sense without the back story; if you’re interested in that you can read Virgin Media – the best and the worst, which details what happened over the Christmas break with my lack of broadband and the response from the @virginmedia twitter team, and you can also read my attempts to make sense of my response to that in Service recovery Virgin Media style.
This post serves two purposes, to update on the response from Virgin Media (in case anyone out there is interested) and to pick up on the really useful comments and insights that the service recovery post led to – thank you to everyone who discussed it with me on the blog and on twitter, your reflections were really useful.
Since the most recent post I’ve had a visit from a Principal Technician, Mark, who phoned in advance to arrange a convenient time, who called to let me know when he was running late and who was incredibly pleasant and (as far as I could tell) knowledgeable when he got here. He has reassured me that if we have any further problems it is due to the network and not our equipment and most importantly he left me his contact details so I could get in touch direct with him if we had any future concerns. At this point in time we’ve had continual broadband, no problems and great customer service. So I feel quite satisfied but a few comments on my last post have got me questioning whether my expectations are too low?
I do think though it is a sign that we see these kind of responses as “awesome, great or impressive”.. I think we have grown to bad Customer Service and our expectations are pretty low…[comment from @wimrampen]
I suppose I agree with Wim, my benchmark for customer service is evidently extremely low. My benchmark is born of my experience though. For example, on Friday evening I spent over an hour on the phone to Orange trying to register a sim card. After 62 minutes of a recorded message telling me my call would be answered shortly, I decided to give up and get on with my weekend and sort it when I return to work on Monday. That is the environment within which I was pleased with the personal touch from the Virgin Media twitter team. On the same post @MartijnLinssen shared his experience with Telfort, his former ISP, he quite rightly observed that seemingly Virgin Media had made the better investment in how they sought to resolve my difficulties.
Wim also warns of relying on myths, something so very true to my own approach, see this post about the need to rely on evidence in the design of services. Wim clarifies:
There is little argument about the Service Paradox, but it should also be clear that this will only work as long as it remain incidents. It is not recommended to implement a service recovery strategy as means to increase Customer loyalty.
I feel the need to take responsibility at this stage for possibly mis-representing Fabian Segelström and Jeff Howard’s post, eek. If that was the case I’m sorry. They in no way imply that Service Recovery opportunities should be created or exploited, more that their resolution leads by lucky coincidence to improved satisfaction over all. In an attempt to right this wrong misrepresentation, and in trying to understand more, I came across a journal paper, Why service recovery fails: tensions among customer, employee, and process perspectives. The findings of this literature review support my earlier hunch that this wasn’t about employee incompetence but more about a dissonance between the people working within a system and the different elements of it:
Findings – It is argued that service recovery often fails due to the unresolved tensions found between the conflicting perspectives of customer recovery, process recovery, and employee recovery. Therefore, successful service recovery requires the integration of these different perspectives. This is summarized in the following definition: “Service recovery are the integrative actions a company takes to re-establish customer satisfaction and loyalty after a service failure (customer recovery), to ensure that failure incidents encourage learning and process improvement (process recovery) and to train and reward employees for this purpose (employee recovery).”
So there you have it, it seems that Virgin Media responded well in terms of my customer recovery and I get the impression that there is some internal dialogue that should lead to process and employee recovery. I only hope so. This was also picked up in the comment left by Guy Letts, his experience was similar:
Clearly there are many individuals there who are competent and who care deeply. Actually that’s usually the case with the individuals – as you rightly point out. I used to run a large support operation and we recruited to a high standard, as many do. It’s the empowerment, the systems and the policies that are often sub-standard – and that’s down to top level leadership not just investment.
As Guy points out, the responsibility lies with top level leadership, so I hope that those who hold that role within Virgin are listening. If they are and they’d like to share that with us, and/or they’d like to discuss any of this further, I’d love to hear from them.