Most of us remember when we received bad service or when someone was
rude or nasty to us when we went to a doctor’s or attorney’s office,
or some other establishment; but do we take the time to compliment
someone who gives us good service at the restaurant, is compassionate
toward us at the doctor’s office, or welcomes us with a smile at an
attorney’s office? I am as guilty of not doing that as you might be.
However, this week I want to talk about my experience last week while
visiting Quest Diagnostic for a follow-up blood test in advance of my
upcoming doctor’s appointment for my annual check-up.
I have written about this place before when the ladies at the front
counter had been rude, nasty and obnoxious, and so when I got there, I
was expecting more of the same. When I got there and was signing the
appointment sheet, the woman behind the counter said to just sign your
name and sit down; I wanted to tell her that I was early, that my
appointment was for 9:30, but she said not to worry about that and to
just take a seat.
I was pleasantly surprised when the young lady at the front counter
called me by my name and with a big smile told me that my name was not
in the computer, but that they would be calling me very quick — and in
fact, it was very quick that I was called.
I almost pinched myself to make sure I was not dreaming. When I got to
the back room, a nurse by the name of Joanna (she was wearing a white
uniform so I assumed she was a nurse) asked me to roll my sleeve up
and started looking for my vein.
I asked Joanna how long she had been doing that kind of work and she
told me, “just a couple of days”…and before she could even finish
her sentence, I pulled my arm out of her reach and took a look at that
long, very long, needle in her hand. But before I had time to tell her
that I was leaving, she smiled and told me she had been doing that for
fifteen years and that I had nothing to worry about.
Then there was a second pleasant experience at Quest Diagnostic. On my
way out the door, I asked the lady with the big smile what her name
was and she told me without hesitation that her name was Amber and
wished me a good day.
When people are at work and have nothing to worry about, they don’t
mind giving their names out; some are even happy that a patient wants
to know their name.
I am glad that Quest Diagnostic has improved the staff’s behavior at
their Rancho and Charleston office because that is a very convenient
location for me on my way to the office, from Campbell and Alta I pass
that building every morning and I did not want to have to go to
I want to express my gratitude to both Amber and Joanna, as well as to
Quest Diagnostic for making my life more pleasant and listening to my
previous complaints about their rude staff. Thank you!
I was watching television this past weekend and a commercial caught my
attention when a gym was advertising membership for $5.00 because I
have been wanting to enroll in that gym for a long time but never did.
Then I remembered that once I went there with a complimentary visit
pass, and when I requested more information about the $5.00
membership, everything suddenly changed and it was going to be more
money and I would have to give then my card number so they could take
the money out every month.
So when I saw that commercial, I wondered why they wasted so much
money on a commercial when most people do not accept their conditions;
television commercials are not cheap at all.
Why not use that money to advertise the truth instead of having people
come to their place and waste a half-hour of everyone’s time- the
salesperson at the gym that poses as the personal trainer, and your
time, — the soon-to-be ex-prospect client.
How many people nowadays give their credit card number to strangers to
have money taken out every month? I am sure it is not that many.
The last time I did that it took me four months to close my account
and open another one, because they kept taking the money out every
month after the contract expired, even after I called them for those
four months asking them to stop taking my money; finally I closed the
account and then, only then, did they stop taking my money.
That commercial reminded me of the many campaign commercials where the
campaign manager places very expensive television commercials
attacking the person running against their victim…, uh, I mean
their client…instead of using that money to tell the audience the
actual qualifications, experience and game plan of their client.
First of all, call me stupid but I believe that television commercials
are overpriced and not that effective for many reasons. The only
reason campaign managers like television commercials is because they
get money from producing the commercial and they get a percentage as
an advertising agency, even if they are not advertising agencies.
I say that television commercials are not that useful or productive
because most people use the commercial breaks to get another beer, to
get more dip for the chips and to go to the bathroom, to make room for
In fact yesterday I was watching Kelly and Michael, which I never
really watch, but I’m glad I did this time, and they were talking
about the Super Bowl and the shocking $4-million price tag for the
Michael asked Kelly what commercial she liked best, and she said that
she did not watch the commercials.
Can you imaging paying $4 million for a 30-second commercial and at
least half or more of the people did not even watch it?
Call me stupid, call me ignorant, or call me whatever you want, but if
I had $4 million to spend on advertising, I would buy me a good dinner
and then I would spend the rest of the $4 million buying billboards
all over town, in every corner, facing the freeways and facing every
landmark, for at least six months, which is more than 30 seconds, and
I’d still have some money left over to advertise in the Las Vegas
It is very important to be able to have consideration for the client
and think how to put the client’s money to the best use for them and
not put it where it’s more likely to get extra money for the campaign
manager and/or advertising agent’s pocket.
Some people are lucky and others are “too generous” or too lazy and
prefer to turn their money over to someone who has not worked hard for
that money and most likely will take advantage of the opportunity
because of one reason or another.
Of course I am not a campaign manager; I am not intelligent enough to
be a campaign manager. I speak with an accent but I don’t think with
an accent, and if I had $4 million, I would manage it myself, thank
My name is Rolando Larraz, and as always, I approved this column.
Rolando Larraz is Editor in Chief of the Las Vegas Tribune. His column
appears weekly in this newspaper. To contact Rolando Larraz, email him
at: Rlarraz@lasvegastribune.com or at (702) 699-8111.
Most of us remember when we received bad service or when someone was