Question

Lance works for a private delivery service in a large city. He has a 10 a.m. pickup at a business that stores medical records. The medical records clerk, Saul, tells Lance that the records must be delivered to Dr. Brandt at St. John’s Medical Center by 3 p.m. Dr. Brandt must review a patient’s records before a surgery scheduled for tomorrow morning. Lance takes his job seriously and double-checks with Saul to make sure he has the correct hospital and doctor’s name. He assures Saul that the records will be in Dr. Brandt’s hands by 3 p.m. The delivery service that Lance works for has a stellar reputation built on years of reliable service. Lance arrives at the records office at built on years of reliable service. Lance arrives at the records office at t. John’s at 2:30 p.m. The clerk on duty says, “Just set the records here—I’ll get to them later.” Lance says, “Dr. Brandt is waiting for these records Can you assure me that they will be delivered to her by 3 p.m.? The clerk replies, “No, I can’t. We’re very busy today, and we’ll get them to her when we have time to deliver them.” Lance asks, “Is there any hospital policy that pre-vents me from delivering the records?” When the clerk says no, Lance picks up the records, checks the hospital directory, and locates Dr. Brandt’s office. At 2:45, a nurse in Dr. Brandt’s Office Signs for the records. He thanks Lance profusely, saying that the doctor is eager to review them. Lance calls Saul and tells him that the package has been delivered. Making the phone call wasn’t required, but Lance knows that Saul was concerned.

Answer the questions below: What customer expectations did Lance meet today?

Why do you think the medical records storage office will use Lance's company again?

How would you describe Lance's service?

Answer 1

Ans- Customer expectation of receiving the goods on time was met. It can be seen from the case that Lance had to deliver the records to Dr. Brandt at St. John's Medical Center by 3 p.m. as Dr. Brandt had to review a patient's records before the surgery and Lance arrived at St. John's Medical Center by 2:30 p.m, half an hour before the time scheduled and made sure that the records were being delivered and after discussion with the clerk who could not deliver at that time, Lance himself took those records and went on to locate the doctor's office from the hospital directory and after having found, he handed over the records to the doctor's nurse by 2:45 p.m. So, it can be said that the relevant things were being delivered when the customer wanted it to be.

The medical records storage office will use Lance's company again because of their excellent service which was given to them by Lance by delivering the records on time. Also, Lance's company has a stellar reputation built on years of reliable service which will compel them to use Lance's company again and the company proved this by having an employee like Lance.

Lance is a good employee who takes his job seriously. His service was exceptionally well. It can be seen from the case that how he did his service so well and made sure that the records were being delivered on time. He knew that the doctor wanted the records by 3 p.m. and therefore when he reached at the doctor's office at 2:30 p.m, the clerk who was on duty at that time told him to set the records there as the clerk would get the records to the doctor but Lance did not leave the records at that place, he enquired whether the clerk would be able to deliver the records to the doctor by 3: p.m. and at that the clerk said he could not as they were busy that day and would deliver when they get the time and so he asked him whether there was any hospital policy which did not allow him to enter and to this, the clerk said there was no any policy as such and so he went to find the doctor's office and handed over the records to the doctor's nurse by 2:45 p.m. and also informed Saul that the package was being delivered although he was not required to make the phone call. This shows how seriously Lance takes his job, he did not leave the package just with clerk but made sure that the records were being delivered on time and also informed Saul about the delivery of the package immediately which was not even required.