I've been a patient/customer of Sonora Oxygen & Medical Supply for almost 30 years. In that time they have provided me with supplemental oxygen for treatment of cluster headaches and CPAP equipment for my sleep apnea.
I can't say our relationship has always been a happy one. Management problems and low employee morale in the early years presented challenges to both employees and patients.
That has all changed with the promotion of new management from within ranks. The end result is the business is run by people who know their products, services, and customers. I was particularly impressed by Tracie and Allison, two employees who handle the front office. I dropped in one Friday afternoon needing a new CPAP mask because the one I had was losing its seal and keeping me awake with whistles and flutters. They informed me that I would need to make a request with the warehouse and that would probably need to wait until Monday. Most people would have left it at that, my mask failure, my sleep disturbances, my problem.
But I witnessed an amazing teamwork as these two ladies made phone calls, checked my account and replacement status and did their best to find me a mask that satisfied Medicare requirements. They didn't only focus on me, but multitasked with two other patients as they worked on finding me a mask. It took a couple hours to get through the paperwork but they succeeded in finding me a new mask I could take home that night and sleep peacefully. Their effort was above and beyond any I've ever seen in hourly employees on a Friday afternoon. Other employees are also providing outstranding service, and I think that's a result of good management. As a patient and customer I couldn't be happier. read more
