Ex-coworker shared a list of "improvements" he was sent by…
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Ex-coworker shared a list of "improvements" he was sent by our old boss for next time he wants to work with us
For context, both me and him have left that job. It was in a vet clinic and He was hired as an IT specialist for 2 weeks to digitize their paper documents, as well as improve their site and general systems. All of the below happened while I was away on holiday.
Things to improve on:
* Not attentive enough to customer needs and demands.
* When there were people in the clinic and we were away, they reported feeling sad and out of place. Do more to make them feel welcome when we are on the road so that they don't leave angrily before we get back.
(The other vets went on a home visit and arrived about an hour after the earliest appointment was scheduled. During this time, IT guy was the only person in the clinic and essentially running reception, which included answering the phone, organising appointments and accepting customers. He's never done any of the above before, and it wasn't in his job description when he agreed to the job.)
* Conversational topics
* People believe you don't care about them if you don't ask about their lives or how their pets are doing. We understand you have tasks to do, but you must show more interest so they remain loyal customers
(basically the same as above)
* Speed and technique
* When cutting the cats hair with the trimmer, you left a lot of marks which ended up hindering us more than helping us as we had to spend more time on your parts, cleaning everything up when we expected you to handle it.
(We had 2 cats come in while just before my holiday needing medical haircuts. That's where there are a lot of matts and tangles and we have to shave it down almost completely. Because there were 2 cats, we split into two teams of 3 to sort them out, with each team having one inexperienced person.)
* Coffee skills
* The people you served coffee to reported that it was terrible. We understand that you've never made it before and it is free so they shouldn't be complaining but you must work to improve on this to satisfy our customers
(Sometimes if waits are a bit longer, we make coffee for clients who are waiting. Also related to the first 2 parts)
* People skills
* One of our breeders said that you were "No use" and "very argumentative" on the phone. He called to ask whether a red spot on one of his puppies eyes was of any concern. You said coldly "Hi there, Unfortunately the vets are out of the clinic at the moment on an emergency visit and will be back in about 2-3 hours. In the meantime i can take a message or leave a note, is that OK with you?" While being factual, that isn't what people want to hear. People call to receive reassurance and you should have been more kind and sympathetic in the moment, despite not knowing what the problem was, or whether it was a cause for emergency.
(Again, during the time they were away. Keep in mind this is a person that has absolutely no vet related or receptionist experience what-so-ever.)
Both me and him had other issues with said bosses, but i figured that was one of the more absurd bits that I could share
source
For context, both me and him have left that job. It was in a vet clinic and He was hired as an IT specialist for 2 weeks to digitize their paper documents, as well as improve their site and general systems. All of the below happened while I was away on holiday.
Things to improve on:
* Not attentive enough to customer needs and demands.
* When there were people in the clinic and we were away, they reported feeling sad and out of place. Do more to make them feel welcome when we are on the road so that they don't leave angrily before we get back.
(The other vets went on a home visit and arrived about an hour after the earliest appointment was scheduled. During this time, IT guy was the only person in the clinic and essentially running reception, which included answering the phone, organising appointments and accepting customers. He's never done any of the above before, and it wasn't in his job description when he agreed to the job.)
* Conversational topics
* People believe you don't care about them if you don't ask about their lives or how their pets are doing. We understand you have tasks to do, but you must show more interest so they remain loyal customers
(basically the same as above)
* Speed and technique
* When cutting the cats hair with the trimmer, you left a lot of marks which ended up hindering us more than helping us as we had to spend more time on your parts, cleaning everything up when we expected you to handle it.
(We had 2 cats come in while just before my holiday needing medical haircuts. That's where there are a lot of matts and tangles and we have to shave it down almost completely. Because there were 2 cats, we split into two teams of 3 to sort them out, with each team having one inexperienced person.)
* Coffee skills
* The people you served coffee to reported that it was terrible. We understand that you've never made it before and it is free so they shouldn't be complaining but you must work to improve on this to satisfy our customers
(Sometimes if waits are a bit longer, we make coffee for clients who are waiting. Also related to the first 2 parts)
* People skills
* One of our breeders said that you were "No use" and "very argumentative" on the phone. He called to ask whether a red spot on one of his puppies eyes was of any concern. You said coldly "Hi there, Unfortunately the vets are out of the clinic at the moment on an emergency visit and will be back in about 2-3 hours. In the meantime i can take a message or leave a note, is that OK with you?" While being factual, that isn't what people want to hear. People call to receive reassurance and you should have been more kind and sympathetic in the moment, despite not knowing what the problem was, or whether it was a cause for emergency.
(Again, during the time they were away. Keep in mind this is a person that has absolutely no vet related or receptionist experience what-so-ever.)
Both me and him had other issues with said bosses, but i figured that was one of the more absurd bits that I could share
source
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