Billing can be the maker or breaker

Welcome to the Secret Shopping Blog, our window into the mystery shopping industry.

The selling point for our newest secret shopping client was that I ensured him that our billing department was a competent group of people and he would not get any hassles from us. Maybe this could fall into the convenience category, but it definitely demonstrates quality customer service.

I know that a lot of people can change their mind if they feel their bills, or money, isn’t being handled properly. I myself am going through the frustrating battle of trying to pay off my medical bills. To share my personal experience, I just had a baby and he was in the ICU for 24 hours. So when I received my very large bills (I say plural because they don’t just send one bill, the doctors each have their own, and the hospital has their own too.) I called the hospital and asked them to send me one bill, or at least one for the hospital and one for the physicians. They kindly said that it would be no problem. What I received in the mail was a monster. They had itemized each service, so the stack was probably something like 40 pages for me and 10 for my son. At first I was mad. Why couldn’t they just send one piece of paper with my total on it? I had to add each itemized service to get the total. I am sorry I was not the mystery shopper for the hospital. I might have been able to help them with their customer service.

Although I was mad at first, it was a good thing they did send the list to me. I found a total of $1173.00 in questionable charges. So then I was really mad. I began calling the hospital billing department and asking about each charge. The lady I spoke with was very polite. She apologized for the mistakes and said they would send the corrected bill to me.
Even though the problem was fixed, I still don’t want to return to this particular hospital. What if I had just paid the bills, I would have been over billed by a large amount.

Our newest secret shop client is a management company and he requested that each facility be billed individually. He said he has had bad experiences with incorrect billing. I guaranteed him that it would be no problem to customize his billing. And as a result, he decided to use our services.

I believe we gained his business by recognizing what his concerns were, and by our willingness to provide what he is looking for. We can keep his business by giving him quality service and of course by correctly billing him.

Bye for now…
Sarah

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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