You would never think finding amazing, knock you over customer service would be at a doctors office.  But that is where I found it.   Tria Orthopaedic Center in Bloomington Minnesota.  It was a WOW experience from the minute I finally found the parking lot until an hour and twenty minutes later when I walked out of there all patched up and cured. 

I had a minor but aggravating hip injury and it has been such a hassle to get an appointment at Park Nicollet.  You hope you call the right “general number”, sit on hold and then get transferred.  If you do get an appointment in this century it is a stepping stone appointment to nowhere.  You will more than likely go one place for one thing, another place for xray or mri, different days, yadda, yadda.   What a royal pain and in the meantime you limp.

I decided to just stop at this beautiful Tria building I have watched rise from the frontage road dust at 494 and France driving  to work everyday.  I will just stop by and try to set up an appointment instead of navagating some robo-phone system.   Did their tv ad’s influence me?  Its possible.

I walked in the door and saw a lovely retail store on the right, huge, bright, modern yet warm  reception area with a great snackbar.   (Fix your hip and eat a chocolate chip cookie- my kind of place.)  The picture wall of the Doc’s and associates all wearing black casual shirts, not a stethoscope or white jackets, was contemporary and cool, even though some of these Doc’s looked like they were 12 years old to me.   Full disclosure:  Doc’s do wear white jackets when they see you.

Sport memorabilia was everywhere and the whole feel was very sports, youth oriented yet you saw older folks with walkers and who looked perfectly comfortable.  There are elegant, yet quirky displays of sports memorabilia that have the appearance of an art gallery- ok, that might be a stretch.

They definitely want you to know they work on the best.  The signed Adrian Peterson poster caught my eye.   If they are good enough for #28, they must be able to fix me, is the psychological jump you make.   I know better but can’t help it.  

I was immediately greeted by another black clad receptionist (is this the Lancome counter at Macy’s, or what?) and as she smiled she said the Tria mantra:  “We are so glad you came ” It may sound trite, but every single person I encountered at Tria said this to me, and after a while you really did feel they were glad to see you.   Trained and measured customer service at a Doctor’s office, pretty cool.  

The receptionist told me I could be seen not only that day, but that minute.  She walked me upstairs to the check in receptionist, in black, and within 30 minutes I had a workup, xray and was seen by a Doctor who did not look 12, but maybe 19 years old.  All was well, a little shot to help with swelling and then out the door I went, limping no more.

So not only was Tria efficient, pleasant, welcoming they got the job done on demand.  It was a WOW experience.   And inspirational challenge for our company to execute this kind of WOW everyday with our On Demand products and retail customer service.   

Now we will see if the Tria bill is a WOW.