Business woes.

fidget · Post by **fidget** » Tue Jul 10, 2007 5:15 am

Ok, I know the opinion most have of DME's, but tell me how, as a business person, you'd have handled this one.

Woman comes in yesterday. since 2001, she's been in 6 times. She's spent a total of $104. She's used the vent filters on the outside of her machine. Twice, when she bought mask parts, she's wanted 6 of those filters, which are not billable since they're not really part of the machine. In the interest of customer service, and because she was purchasing other parts, we gave them to her.

Ok, yesterday, she comes in, hasn't been in for a year and a half. She's carrying a brand new ResMed cpap. We don't carry ResMed machines. She doesn't want a mask, doesn't want anything except those 6 outside filters. I explained that if she kept her internal filter clean those aren't necessary. She said she doesn't know about that, she wants the outside filters. I explain that they aren't billable, that she'd have to private pay for them. She starts getting huffy at this point, says, she doesn't know why. Then I pull open the back cover over the filter to check that one, and, I'm not kidding, a 3" ball of dirt and cat hair fell out. The filter was grey. I ask if she'd like me to order her some filters for that, that she should check that filter, and change it often. Her response? If I want those, I can get those where I got my CPAP.

Then, she blew up, said I'd made my point, that she was dirty, and that she'd just leave. I'm sure she'll be telling her friends how horrible Apria is to her.

From a business perspective, honestly, what about that? I'd think, that if we were going to capture her business by giving her the service we did over 6 years, she'd have come to us for her new machine, instead of someone else.

Another patient is ticked, because, she's had the same Active for over two years. She's gotten two cushions (billable), a headgear (billable). Then a new forehead support (not billable). Then wanted a new mask shell. (not billable). Tried to convince her that it was time for a new mask. Our price for a new shell is over $50. When I told her we'd do it, but she'd be billed privately, she blew up, and hung up on me.

Resmed prices are about as high for us, as they are for you, we don't make much on them anyway, let alone giving away most of a mask, because someone wants to piece and part out rather than pay for a new one.

It amazes me, that people have the sense of entitlement we seem to have developed.

bdp522 · Post by **bdp522** » Tue Jul 10, 2007 6:08 am

It seems to me that you went to great lengths to satisfy your customers. I'd be happy if my local Apria branch could just supply my filters(billable) on a timely basis. They are always on backorder. I should be getting 2 a month but they come 2 months late. They won't let me order more until the ones I did order actually get here and another month has passed, so I'm only getting 2 every 3 months or so. The rest I purchase on my own!

Brenda

Snoredog · Post by **Snoredog** » Tue Jul 10, 2007 6:09 am

well it was a good thing it was you and not me, I'd a had a hard time not warning her to not let the door hit her in the ass on the way out.

Bogof · Post by **Bogof** » Tue Jul 10, 2007 6:11 am

Us customers always want what's best for us, so do the businesses. As the saying goes "Buyers are liars, sellers are too!" In the end of the day, you can't please everyone. Sometimes the customer and supplier have to agree to disagree and get on with it.

Sergey45 · Post by **Sergey45** » Tue Jul 10, 2007 6:42 am

fidget wrote:Resmed prices are about as high for us, as they are for you, we don't make much on them anyway, let alone giving away most of a mask,

Aha,
It is especially true with F&P Products. APRIA is usually charging my insurance $176 for F&P 431 mask – hence my co-pay is $35.20. So last time I just decided to by it on-line. Yes, it cost me $45, but no headaches and no endless ridiculous conversations with APRIA’s amazing customer service.

ozij · Post by **ozij** » Tue Jul 10, 2007 7:19 am

I'm sure she'll be telling her friends how horrible Apria is to her.

...If she has any friends who aren't on to her yet. Its only a minority of people who manage to be nasty and grabbing in one limited context of their lives- for the majority, you'll find them behaving like that in other contexts as well.

I'm sure you have other clients talking about your fairness and decency.
You didn't capture her business in those 6 years because she was trying to take an unfair advantage of you - she wasn't being business (win win) oriented to start with. You let her take advantage, and she figured her unfairness was part of the game to be continued ad nauseam...

In the interest of customer service, and because she was purchasing other parts, we gave them to her.

Did you let her know that at the time? That's what I would do: Make it clear to the client from the outset what is extra, done as a favor, costing me money, etc.

O.

Slinky · Post by **Slinky** » Tue Jul 10, 2007 7:29 am

It has to be discouraging, Fidget. Hey, you did the best you could.

You've done a good service w/your vent, tho. I've gotta get out my manual for my Elite and check my maintenance instructions! I've had it since early October '06. I've changed the "outside" filter (the white one w/the light blue layer) but never even checked for any internal one.

We've had a furnace add-on woodburner for most of our heating for some 20 years or so. That means the heat from the woodburner flows thru our furnace duct work. (Meaning DIRTY). In addition we've had one to three cats that entire time AND 2-4 long haired dogs in the house all those years as well.

There's plenty of dust bunnies under the furniture every week (hardwood floors). My Elite (and now my Vantage) are up on a nightstand next to my bed but still ..... hmmmm

Thanks for the reminder!!!!

By the way: I bought my Resmed S8 Vantage used. 5 days after I got it the Resmed Recall came out. Since I'm on supplemental 02 w/my xPAPs and the Vantage was subject to the Recall I called to ask if they would handle the exchange. (They get paid $115 to handle the replacement and they had provided my Elite and all supplies up to that point). They told me to call Resmed. My 02 supplier on the other hand was kind enough to add my Vantage to their list for Resmed replacements.

I had called Resmed and explained I had purchased the Vantage used w/505 hours on it. They had told me that ANY local DME supplier could replace it for me, after all people DO move from time to time and may have purchased from a local DME in one area but were now living in another. As it turned out I did end up getting my replacement Vantage from SteriCycle rather than my 02 supplier. BUT - it sure did point out the difference to me between a GOOD local DME supplier and a lousy one yet AGAIN.

topher · Post by **topher** » Tue Jul 10, 2007 8:21 am

I have to say, here in CT I have had the pleasure, yes pleasure of dealing with apria ,I had my machine two days after my sleep study 3 months later ordered filters and new mask received them the next day and I have to say they were excellent on the phone also no run around at all

Treesap · Post by **Treesap** » Tue Jul 10, 2007 8:49 am

People.... You did the best you could. That lady wanted something for nothing. I would never expect to go in to a place of business and get something for free if I didn't buy the darn machine there in the first place. Even if I did buy the machine, still I wouldn't expect freebies.

Fortunately, my provider, BDS, is excellent. I ran in to the lady who set me at at a restaurant last Friday. I told her I ended up with the Optilife mask and bought it on my own. BDS didn't carry Optilife. She works 2 jobs, and told me her second job has them and she will bring in an extra for me. I'm happy to get another, but I sure wouldn't expect it for free.

There are some people in the world who just don't "get" it. That lady is one of them.

BarbarainCT · Post by **BarbarainCT** » Tue Jul 10, 2007 8:57 am

Topher,

You mean the Apria in Milford? I don't know who you dealt with but I'd like to have their contact number. It took a month to get a machine and it wasn't the one originally prescribed by my sleep doctor. After two weeks of waiting, I started contacting them daily and posting on their message board. I was told it had been shipped but after a week I asked for proof of delivery and then they admitted that they had not shipped it.

Quite frankly, I'm not sure that the people I spoke with on the phone were in Milford. They were always very pleasant to speak with but never did what they said they were doing. I finally had to go to Milford (from Danbury) and pick up the machine. I had about 15 minutes of time with a respiratory therapist and then was given a DVD and sent on my way.

Fortunately, my first mask (original Swift Nasal Pillows) worked. My machine is a very basic Remstar M Plus. They never checked my home to see if I had a suitable set-up and they never instructed me in any maintenance.

I had no choice but to use Apria since my insurance is Cigna. None of the DME's in Danbury would accept my prescription because I had Cigna insurance although I have a policy that lets me go out of network.

Incidently, the original poster did more than necessary to service a non-customer. I was pretty surprised to read that he was affiliated with Apria after my experience.

Barbara

Goofproof · Post by **Goofproof** » Tue Jul 10, 2007 9:09 am

In my dealings, I always treat everyone fairly, except the people who want everything for nothing. These people are never satified, no matter how far you bend over. It's best to cut your losses, and keep them on the other side of your door.

If you always give "Free", that will be all some come to you for, Ever. However if you try to treat most people fairly most oof them value that, and will remember you. Jim

fidget · Post by **fidget** » Tue Jul 10, 2007 8:49 pm

No no no, Slinky, you're fine with changing the white and blue filter, that's the one I mean when I said internal. She'd never changed that, and was using a filter that is meant for ventilator patients and fits between the tubing and the machine.

I'm sorry, but if it's too much work to change that filter, using an extra one you get for free isn't the answer.

The thought that she'd been breathing through that wad of dirt and cat hair still makes me queasy.

Anyway, she complained to my manager, now I have to write her a letter of apology. *sigh*

Psst----- Barbara, I have Cigna too, since I work for Apria. Part of the deal I assume. I'm not sure I'd not buy my CPAP online too
_________________

CPAPopedia Keywords Contained In This Post (Click For Definition): tubing, CPAP

robbieh · Post by **robbieh** » Tue Jul 10, 2007 9:34 pm

Could you write her a letter saying... "I'm sorry you are too stupid to understand..." naw, that wouldn't work. Why would any company want her business? Whoever sold her the machine probably tried to tell her the same thing and so she came back to scam ya'll. Did you hear about Sprint firing its abusive customers? Those people who call customer service too often and are still unhappy will no longer be allowed to use Sprint. Sounds reasonable to me.

jennmary · Post by **jennmary** » Tue Jul 10, 2007 9:52 pm

I dont go through apria. I have a really really good local dme who has been very good to me. But they do always tell me that if I am getting something extra. When I got my machine she gave me a 3 month supply of filters....."the insurance says 2 a month, but I am going to give you these....never know when you might need an extra". She told me to always call if I needed something even if it was early and I knew my insurance wouldnt cover it yet (filters,hose,cushion, etc...). She said she would make sure I always had what I needed even if they had to take a hit to do it. Now.....as you can see I have a resmed machine and a resmed mask, so they really might end up taking a big hit on something like a cushion.

Because of the excellent service I get there I have already sent a coworker to them (sorry, they left apria. oops) and will continue to recomend them to anyone who needs any kind of home medical equipment. She was honest about losing money on certian things, and honest that it didnt matter.....that my health was more important. When I called yesterday for a new cushion she spend 10 min on the phone with me just asking how my therapy was going and making sure there was nothing else I needed. Said she would also make sure there was a hose in the shipment and more filters....even though she knows I have a six month supply of those sitting here.

You should let people know when you are doing extras for them. It makes them feel special and well cared for.....and lets them know that they cant demand those things later.

I am sorry you had to put up with such a nasty customer.

roster · Post by **roster** » Wed Jul 11, 2007 5:54 am

fidget wrote:............
Then, she blew up, said I'd made my point, that she was dirty, and that she'd just leave. ................

Fidget, I think your patient summed it up very well. Just leave it at that.

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