As a new employee at Lydia’s Uniforms I’ve met all sorts of people since I started just a week ago. It’s hard to remember all the new faces and especially all the new names, but I’m working on it! One thing that I noticed when visiting the different departments is that everyone at Lydia’s is involved with customer service. It seemed like there was someone from every department, whether it was the call center or the warehouse, who was trying to figure out how to best meet a customer’s needs or make a customer happy. The best part was, nobody was complaining about it! And as someone who has worked in customer service for the past seven years, it’s refreshing to see employees who are dedicated to the customer and willing to help (without complaining about it).
One particular employee that I met on my first day here, Jose Ortiz, is an expert in the field of customer service. As a Team Leader in the Customer Service Department, Jose’s job is to ensure that customer’s needs are met. Turns out, that is exactly what he was doing the first time I met him. When I approached Jose to introduce myself he was on the phone with a customer. I realized right away that Jose wasn’t trying to hurry the customer off the phone, but was instead trying to assist them with whatever they needed. I decided not to bother him and come back and introduce myself another time when he wasn’t as busy! I eventually found a time when we both had a free moment and I got the opportunity to meet him. Jose seemed extremely friendly and personable (perfect for a job in customer service).
After meeting Jose and realizing what an important part of the Lydia’s team he was, I wanted to ask him a few questions about his job here. What better way to get to know more about the employees and the company than actually hearing what they have to say? This is what I found out from Jose:
What is your favorite thing about working for Lydia’s?
My favorite thing about working for Lydia’s is the diverse clientele we have on a daily basis.
What did you think when you saw Rachel & Leesa road-testing scrubs for the day?
I believe it is a good idea. It gives us the opportunity to try it before you buy it.
What’s your favorite scrub?
My favorite line of scrubs is the Urbane from Landau. The scrubs are trendy. I actually own a few pairs of the Urbane Boot Cut Pant 9502. It is very comfortable, and fits very loose.
(I guess you don’t have to work in the medical field to buy medical scrubs!)
He also shared his customer service philosophy with me. This is what he had to say: “As a Customer Service Specialist, I feel it is crucial that every individual receives the utmost care and dedication he/she deserves. I have worked in the Customer Service industry for over 11 years, and dealt with all types of situations. Some time ago, I had a customer who was unsure about ordering uniforms for sizing reasons. I suggested she sample the items, to make sure it was the color, style, and size she was looking for. Finally, the package was received and some of the items worked but a few didn’t. I instructed the customer to send what she didn’t like back at no charge. We shipped her requested items, and now all the items worked out perfectly. Now the customer knows what color, size, and brand to order and we have her business for life. It’s not always about getting the customer off the phone, but getting them what they need. Our customers rely on us to get them their uniforms, and making their experience as smooth as possible.
Working for Lydia’s Professional Uniforms has been a great experience for me, and I will continue to strive in giving the best customer service possible.”
After having many of my own terrible experiences with all kinds of customer service representatives, reading Jose’s philosophy helped me understand why he is such a valued employee. I cannot imagine Jose ever telling a customer, “that’s your problem, not mine,” which is something I personally have been told by a customer service representative of a company whose name I won’t mention. I wish every customer service representative that I spoke with had a motto like Jose’s. It would make life just a little less frustrating.