Service Included?

Last week I went for my bi-annual check up and cleaning with the dentist.  We were warned by so many people in the States that we'd not find decent dental care here.  I think that stems from historically looking at bad teeth on the Brits.  Maybe that's true to a point.  Those who warned us about the care failed to warn us about the customer service.

Customer Service

It's a difficult subject here.  Our first exposure to that was when I did a bunch of early leg work before we moved here with letting agents.  I wanted to develop a relationship so that when I got here we could just run around and find some places because they would know me a bit more than just walking in from the street.  Of the 6 or so different agents I was emailing with only 1 actually was available to see me when I got to London.  The rest seemed to didn't have time on the days I was there even after I'd explained everything.  Those who I did just walk in were happy to show me properties but only 1 of them actually figured out what was working for me and what was so far off the mark.  Our next exposure was pretty quick with in that same week.  We found a place to live and now we had to get utilities and things connected.  Kevin contacted Sky because we were very familiar with satellite TV.  The agent on the phone set up an appointment for them to come out and connect the service.  After the installation technician showed up he determined that our building wasn't configured for Sky it was setup for Virgin.  It never dawned on the call agent to check the database about the building which was built in 2006 and had previous tenants.  I would bet there is some kind of flag on the address in their system telling them they can't install at the address.  Kevin then had to wait another month to get Virgin's installers to come out.

For our 1st New Years Eve here we wanted to celebrate with a meal out, Kevin picked this pub near the tube stop as it always seemed to be hopping.  We called a week or 2 before to make a reservation and it was confirmed.  We would walk over only to hear them say "Our kitchen has closed".  We had reservations on the books that seemed to go in the garbage.  I told Kevin we were leaving and we'd never walk into that place again.

Last week I had my appointment scheduled at 10:30am, it wasn't my first visit with this dental office and I knew what I needed to do.  A month before I walked over to make my appointment.  To see the dentist for just a check up one just walks in and waits for their turn.  To see the hygienist you have to make an appointment.  I walked up to the desk and said "I'd like to make an appointment to have a cleaning and then I'll see the dentist that same day".  The girl behind the desk explains "we don't make appointments for the dentist".  I repeated and added "I know this, I want to make an appointment for the cleaning with the hygienist then I'll wait for the dentist".  She came back with the same thing....'no appointment for the dentist is needed'.  I decided to try a different approach and said "Ok, I'll make an appointment for the cleaning".  That worked.  I thought I spoke clearly and plainly?

I walked in at 9:15am and gave my name and said "I'm here to see the dentist and I have an appointment later with the hygienist".  I was asked if I'd been there before......I bit my tongue.  Yes, I replied, I have.  The girl asked me to spell my Sir name and I went stand for a while as the place only has 10 chairs with 15 people in there.  Eventually they start to move people into various exam rooms and a chair opens up.  I noticed who went out of the room, just like to keep track of my surroundings.  9:45am now and I've noticed more people coming and going.  10am and I'm starting to get a little worried that I won't see the dentist as per my instructions or the plan in my head.  10:15am and I'm now very concerned, others have come in and left.  I put my bag on my chair to secure it, you know, mark my spot.  I walked up to the desk and asked why I hadn't seen the dentist and clearly others have come and gone in the time I was there.  The response made hair stand on my neck, "We thought you wanted to see the dentist after your cleaning".  I paused, tried to calm myself.  "I walked in at 9:15, early, for my appointment at 10:30 so I could see the dentist before the cleaning.  Why did you make me wait all this time?"  I said it loud enough to draw all kinds of attention.  Two of the girls behind the desk got up and walked out, the one I directed my lashing to looked at me and said "You'll be next."  Of course I was next, the hygienist called my name before I could sit back down all red faced.  Apparently she heard the exchange, it's not a very big office.  While I was sitting in her chair she tried to come up with apologies for the delays.  I told her it's not necessary for her to apologies for their inadequacies.  They clearly knew I came in and why I was waiting.

This past week there was a commercial for one of the many reality shows they produce here.  They only have their standard soaps or loads of reality programs.  This was an "undercover boss" blurb about this power company with the worst customer service levels on record.  The 'boss' or 'owner' is subjected to being on the front line.  I wonder if it made a dent in their business practices? 

Last week on the morning news program on the BBC I caught the middle of a segment with a waiter and reporter talking about the practice of tipping on a restaurant bill.  Many of the restaurants here add the service or tip into the bill, it's typically reasonable and we've not fought it.  The reporter did say that if we weren't happy with the service we don't necessarily have to pay that amount.  She went on to compare the level of service here with that of the waiters in the States.  She said there is no comparison, of course not.  We would never ignore customers as tips are usually how most waiters actually make their money.  Here waiters are paid a flat hourly rate, tips are just extra and sometimes shared with everyone.  There are times when we've sat around for a while chatting after a meal as the waiter seems to not care about turning the table for the next guest.  We have to ask for the bill. 

Since I'm not the one actually paying the bill I usually don't complain about such things.  Until now.  Maybe we're spoiled or just have a feeling of entitlement as to how we are handled with regards to waiters, call agents, dental receptionist and real estate agents.  But aren't they in a service role?  We pay for the service so shouldn't expect some kind of courtesy?    Some people, who've been here for a while, have this perception that the Brits just hold their tongue and not complain about being treated with little or no respect in some situations.  This comes from some kind of brainwashing way back to WWII.  "Keep Calm and Carry On". 

I give the dentist one more chance....if they screw up my time or anything I'm moving on.