At Hyperbaric Options LLC we believe that most guarantees are nothing more than lazy sales ploys. All too often we hear and see our competitors using terms such as, "Best Price Guaranteed" or "Price Match Guarantee" in their marketing. The truth is, somebody is always willing to undercut you when it comes to sales; however if you are offering honest pricing and quality service, then these "slogans" are unnecessary. On the contrary, for those salespeople who love to "gouge" and/or overcharge their customers at every opportunity, catch phrases like these are an absolute must. Our guarantee, on the other hand, is a little different. In fact, it is actually a promise!
Be there for you when you will need us most; that is, after the sale. So, while our competitors are busy worrying about losing sales to lower prices; we are busy educating and servicing our new and old customers. When you purchase from Hyperbaric Options LLC, not only are you getting quality equipment at an honest price, you are enrolling in a lifetime service and support program that we continue to grow and evolve.
How do we offer such great service?
Simple, by doing it! No really, this is what we do. At Hyperbaric Options LLC, hyperbaric sales and support is not a part time job for us; for any of us. Our entire team is dedicated to our mission of outstanding service and is available to meet your needs when you have them.
Why our competitors can only try to provide the same level of service.
Many of our competitors are actually nothing more than a “competitor”, meaning their company exist of one single entity. How can one person handle both sales and long term service? Answer... By not doing one of them properly. In short, the sales calls get answered and the service calls get delayed until it is convenient.
Another form of competitor that once again should bring many questions to mind is that of the medical office/practitioner combo. First of all, what are doctors doing in sales? We ask ourselves this all the time. These doctors are often guilty of proclaiming not to buy equipment from anyone but a doctor, as if only a doctor could understand the equipment. By that rationale, x-ray machines, MRI machines, and other pieces of medical equipment would be sold by doctors. But we know this not to be true. In fact, those physicians that understand the technology are too busy interpreting it for their patients; their actual priority. After all, did you go to medical, chiropractic, or some other specialty school to get into sales and service? Absolutely not. Now, this is not to say that physicians can not be entrepreneurs and develop a sales company along side their practice. It is merely to say that if they were to do so, then the staff hired to manage this sales company should not share in responsibilities of the medical office; at least if they wanted to provide excellent service and support.
Our Lifetime Service & Support Program
Our service and support program begins from the point of sale. Shortly after the purchase process is completed you will receive our carefully tailored “Welcome Letter” with detailed instructions regarding shipping, delivery and setup; more details regarding shipping procedures and other details pertaining to the purchasing process can be found in in our hyperbaric chamber purchasing guide.
In addition to our “Welcome Letter” you will also receive an email introduction from our Service Manager with details regarding your order and an open invite to contact them with any concerns regarding your order. When you receive your chamber, you will simply need to follow the step by step process that we have outlined via video and pdf support located within our “Welcome Letter”. Should you have any questions along the way, simply give us a call and we will walk you through your areas of concern. Although our competition likes to say they are available 24/7, we all know this not to be true and we aren’t going to lie in that same fashion. We are available 9 am - 6 pm EST, Monday through Friday with very little exception. Of course, events may arise that take us out of office periodically; however, simply leave us a message and we will promptly respond to your message. For service and sales related issues outside of these times, simply leave us a message and we will respond based on the level of importance. As many of us have other responsibilities throughout the day, it is very common to need assistance with the setup of your new, used, or rental hyperbaric chamber outside of our regular business hours; no worries, simply let us know and we can schedule time to make ourselves available. In short, we are simply stating that our response time and the likely-hood of us answering an unscheduled call and it going to voicemail is much higher outside of our stated business hours. We are not saying we work from 9 am - 6 pm EST, that is just when we are typically in office and most available.
Technology is our friend
When it comes to making the setup process easy, technology is our friend. Sometimes it can be difficult to vocalize a component and where it should go or what it should connect to, on both your part and ours. These problems are easily solved via two methods. First method is to simply send us a picture of the part in question and then there is no further debate in regards to what you are speaking about. In other instances, it isn’t just one component and a more sophisticated solution needs to be provided; and that solution is, streaming video. We are available via FaceTime and Skype to address your concerns. In fact, we have the iPod touch in stock and available for customers who currently do not have an Apple device with Facetime; allowing you to voice your concerns via streaming video from where the chamber is being setup as opposed to seated at a computer away from the hyperbaric chamber. Of course, this technology and our availability through it; is just another way we are here to provide the most exceptional customer service within the industry. Our time is valuable, just as is yours. This is why we strive to provide timely solutions to common problems; a ten to twenty minute call can be turned into a three to five minute FaceTime. Now that is effective, personalized service!
Follow up and follow through
In the weeks and months after you purchase your chamber, you will receive periodic communication regarding your purchase. Don’t worry, these are not sales calls or obnoxious emails; these are well planned check-ins to ensure you are doing well and the equipment is begin maintained. As previously stated, your first email will be our “Welcome Letter” and shortly there after an introduction from our Service Manager. Of course, we expect to hear from you during the setup process; but we will respect your privacy if we do not. Instead, we will follow up in approximately one week to ensure everything was to your satisfaction. This follow up is also to ensure that if you are waiting on another member of our staff for something, that it gets done and is not forgotten. Again, you can contact us at anytime; otherwise we are going to assume your silence is a sign of your satisfaction with the equipment and our service. At four months, our owner, Greg Harris will send you an email follow-up inviting you to share your experience if you have not already done so; this email will also serve to once again open communication regarding any concern that may not have been addressed. Don’t get us wrong, we are usually on our game, but every once in a while something slips through the cracks and good intentions are swept aside. Maybe you were just waiting on a few new oxygen masks and it had even slipped your mind. Again, part of the purpose of this email is to remind you and bring to your attention any unresolved service or support issue that you may have. Last, at approximately eleven months, either our sales or service staff will contact you to inform you that the first year of your hyperbaric chamber ownership is coming to end and along with it your first and only year of warranty unless you have already purchased an extended warranty. As you may purchase an extended warranty anytime during the first year, this email and/or call serves as a reminder... not a sales pitch. Note: our emails typically request that you reply in some fashion, even if you don’t have an issue, don’t care to share your story, or aren’t interested in purchasing an extended warranty. Why? Because we want to be sure you have received. If you are not interested in the contents of the email, our feeling are not hurt; but we still want to be sure that our communication has reached its intended recipient. That stated, if we don’t receive event the simplest reply; you can generally expect a follow up call in a couple of days. Not because we are being pesky, rather because spam and junk-mail boxes are pesky and sometimes important information can be lost if only an email was sent. What if you were counting on us to contact you about the extended warranty and we didn’t follow up? That is the reason we are so thorough.
Why do we do all of this?
Because your total satisfaction is our most import asset. Unlike other companies who spend a fortune on marketing, we believe that the most effective form of marketing comes from the referrals of satisfied customers. There is no higher complement of our service and support than the recommendation of someone you know. Sure, you may be happy with the product, but unless you are happy with the service you receive you will recommend elsewhere should the opportunity arise. I guess you could say we are greedy. In fact, we may actually be greedier than our competitors. However, as opposed to being greedy during the sales process and trying to gouge for every dollar, we are greedy on the back end and are looking to get every possible referral that may come about. In fact, we have even developed a comprehensive Referral Partner Program in which you can earn money for doing something that comes very natural... “speaking highly about a product you believe in and complimenting the company that has provided you with excellent service.” In the end, you become our newest marketing arm. This is why we do what we do and note that we have put it in writing. Granted, like everything else we have begun within this industry... we are sure to be copied in our statements by our less than creative competitors. As they say, “copy is the highest for of flattery” and so we are flattered to know that they see our Service and Support as something to copy. The only problem is that you can copy our words, not our actions.
Looking forward to a long and prosperous relationship
The Staff at Hyperbaric Options LLC