I have to thank John Webster and Manrex for helping our pharmacy get into the long term care medication business. It was the innovation of Manrex systems like the Controlled Dosage Systemthat allowed our pharmacy to get into long term care in a larger and serious way.
As an ISO 9001:2008 certified company, we work diligently to deliver quality products and make every effort to provide our customers with a positive experience while dealing with our team.
As such, we empower our Staff members to go "above and beyond". What does that mean? It may mean taking that last minute order to the Freight depot after hours to ensure it is received in efficient time, offering cost saving promotions, offering time saving tips…or whatever we can do to make your Manrex experience a positive one.
From time to time, we will share these unique experiences with you, we will let you know how we are going "above and beyond" for you, our valued customers.
Above and Beyond
September 1, 2010Featuring:Chad, Quality Control Coordinator
Panic sets in as you are about to start up your new Nursing Home wing, and your carts and accessories haven’t arrived yet. A call to Manrex confirms that the order left four days ago. Strange, since a typical delivery to this location should be the next day. Our Customer Service Team starts the investigation. Where could this order be? We quickly learn that the order in question has gone “missing”! The Freight Company confirms, the order is “lost”.
Our Customer Service Associate assures our customer that we will do whatever it takes to get a new cart order out almost immediately. We understand that opening a new store, or starting up a new Nursing Home unit or wing, cannot wait – our customers have scheduled implementation dates they must meet and cannot afford to have a glitch such as an order not to arrive on time.
In this instance, our Above & Beyond hero, Chad came to the rescue! Chad is our Quality Control Coordinator. He specializes in ensuring that our product and services meet ISO 9001:2008 specifications. His mission is to search out, implement and document continuous improvements. What better way to improve but to jump at the opportunity to assist our Customer Service Department and our customer. He made sure the order was processed and in no time at all had the carts and accessories boxed and in his own personal truck ready to drive the goods to our customer, located about 45 minutes from our Winnipeg Head Office.
It is individuals like Chad that go Above & Beyond for our customers that make our Team proud. Chad saw the need to assist, and did not hesitate to take charge and literally “deliver” to meet our customer’s immediate need.
Thank you Chad for your dedication and enthusiasm.
Here’s what that customer had to say:
“…the gentlemen who delivered the carts provided excellent service and was very respectful…Thank you…” L. Boyce, Director of Nursing Tudor House Personal Care Home
Above and Beyond
