Customer Experience

Healthy Living Salutes Our Labor Day Weekend Work Team!

Happy Labor Day to our customers, providers, and partners!

Happy Labor Day to our customers, providers, and partners!

While Labor Day Weekend for many people means picnics and celebrating the unofficial end of summer, for people with diabetes it can mean delays in the delivery of their needed CGM and insulin pump supplies due to Holiday shipping interruptions. Healthy Living recognizes this and pulled together a Saturday orders processing team to ensure minimal disruption in supply delivery to our customers due to the Labor Day Holiday.

Five members of our Detroit-based customer care team focused on processing refill orders while three members of our shipping team in Troy packed shipments - we even arranged for a special UPS pick-up to in the early afternoon to ensure timely delivery of these critical medical supplies. Our team routinely looks at the calendar for potential supply bottlenecks that may be caused by holidays and plans accordingly. 

While we don't like to have our employees working on holiday weekends, we also realize that we are in the business of supporting people with a chronic disease and on occasion this involves weekend/holiday shifts. Healthy Living salutes our Saturday orders processing team of Donald, Christina, Tammi, John, Steve, Tara, Mansa and George for their work in helping our customers receive their diabetes supplies in a timely manner.

Looking for a durable medical equipment (DME) supplier for CGM, insulin pump supplies, or a new pump? Healthy Living Medical Supply specializes in diabetes related technologies and therapies and takes pride in providing compassionate and efficient customer service to our customers who are living with diabetes. Give us a call at 866.779.8512 (we answer calls FAST), chat with an agent live or fill the form on this page to start the simple, five minute enrollment process to begin receiving your CGM and insulin pump supplies from a group of people that get it.

Healthy Living Medical Supply is in-network with most major insurance companies in the state of Michigan, including Blue Cross Blue Shield of Michigan, Health Alliance Plan of Michigan (HAP), Priority Health, Michigan Medicaid, Medicare, and many others. 

,

A Switch to Healthy Living Pharmacy Will Help You Live Better: Learn Why

,

Have you found the best pharmacy for you?

Does your current pharmacy provide these services? Consider these questions and learn how Healthy Living Pharmacy can help in every situation:

  • Can you easily consult with your pharmacist and ask questions about medications?

How we help: Healthy Living pharmacists have knowledge, expertise, and time to listen to understand your situation and answer your questions thoroughly.

  • Do you have to wait in line for your prescriptions?

How we help: Healthy Living Pharmacy provides home delivery at no cost so you can avoid lines and stop making multiple trips to the store, which is especially advantageous for people who are extra busy (most people these days) or for those who have limited ability to leave home safely.

  • Are you looking for pharmacists and pharmacy techs who know your name and understand your individual needs?

How we help: The Healthy Living Pharmacy team is made up of three women – Mira, Grace, and Rickelle – who create connections with patients and become familiar and friendly voices to give you personal attention. 

  • Is it difficult for you to contact your physician for prescription refills and other concerns?

How we help: Healthy Living pharmacists will contact your physician’s office or insurance company for you when there are questions about your prescription, your coverage, or you need a refill.

  • Do you have a chronic condition that requires monthly medication refills?

How we help: Healthy Living Pharmacy offers automatic refills at the customer’s request and is always ready and flexible to make changes to the order when needed.

How Independent Pharmacies Stack Up

In a Consumer Reports survey of more than 33,000 consumers, independent pharmacies outranked all national retail pharmacy chains and mass merchandisers in terms of:

  • Overall satisfaction
  • Speed and accuracy
  • Courtesy and helpfulness
  • Pharmacist’s knowledge

We think you will feel the same way when you try Healthy Living. Learn more at our pharmacy webpage or call us today at (866)779-8512 (Option 4) to meet our pharmacists and learn about what makes Healthy Living Pharmacy different.

The Healthy Living Promise: Delivering World-Class Customer Service

It is that time of year again when Healthy Living participates in the Net Promoter Score survey to collect feedback from our customers. This feedback helps ensure we are delivering on our promise of providing world-class customer service. What does this promise mean for our customers? It means that each and every time you call, text, or email, you will find that:

1.     Our agents are friendly. Was the agent polite and welcoming?

2.     Our agents are knowledgeable. We pride ourselves on a deep level of product expertise and understanding of diabetes. Was the agent insightful about the products you inquired about? Did the agent show empathy in their interaction with you?

3.     Our agents are helpful. Did the agent actually help you solve your problem or answer your questions?

If the answer to any of these questions is ever a “No,” we want to know about it immediately. You can always call us at (866)779-8512 and ask to speak with our Director of Customer Care, George A., or you may write an email to managers@myhlms.com with a description of your concern. You can be assured that we will do everything possible to make the situation right for you.

We know that living with a chronic disease such as diabetes can be a challenge. And while insulin pump therapy and continuous glucose monitoring technology provide a tremendous benefit to our customers, we also know that having the correct supplies delivered in a timely manner is critical to patient success. It is our goal to make sure that working with us is easy and that we’re delivering world-class customer service.

Please take a moment to visit our website, myhlms.com, and complete the 30-second survey that pops up from the bottom of the page – and please leave a comment if you have specific praise or feedback for improvement. Thank you for helping us to continuously improve and serve our customers better and better, every day.

-Matt Montagne, Vice President of Strategy and Innovation

, ,

5 Ways to Improve Customer Service & Their Meaning for Healthy Living

, ,

The Healthy Living Medical Supply team recently reviewed the blog article What’s the Best Way to Improve Customer Service? 63 Influencers Weigh In. The introduction of the article notes that the most frequent suggestion from these industry-leading experts to enhance customer service was to improve the employee experience.  Let’s check out the top 5 favorites from Healthy Living employees.

Suggestion #1

Nail the basics – drive product knowledge throughout your organization, fix processes that create pain for your customers, design service processes such that customers get their needs met the first time, and ‘make it right’ for affected customers when you inevitably have a breakdown. – Dr. Joseph Michelli

         Employee Response:

Knowledge breeds confidence.  The more we understand our jobs, products, and services, the more confident we will seem to customers.  If customers feel confident that we are always in control of their situation, they will keep coming back.

Suggestion #2

The #1 way to improve your customer service is to first CARE for your employees: Communicate. Appreciate. Recognize. Empower. Truly CARE for your employees and they will do the same for your customers.  – Bill Quiseng

 

Employee Response:

 

This stood out to me because if the company employees are not happy, then they will not relay the feeling of happiness or put their all into their job, which can result in bad customer service. I feel that programs like Slack and Bonusly, as well as corn toss, ping pong, workouts, and food days are a few ways that this happens here are Healthy Living. The quarterly meetings and team meetings help with communication as well.

Suggestion #3

First of all, you have to recognize the fact that customers hate to wait. And they really only want two things: a speedy response, and accuracy in the answer. – Matt McConnell

Employee Response: 

This stood out to me because if a customer is given a fast response with a wrong answer, or a correct answer with a long response, they will only remember the negative part of it. We need to always make sure we are giving fast, but correct/accurate responses. It saves frustration for the customers.

Suggestion #4

Any organization can improve the Customer Service by improving their customer centricity. It isn’t just about the call center or customer service department, but every department in the organization. – Colin Taylor    

Employee Response:

This one stands out to me because even if a customer has a great experience on the initial contact, there are still things that can go wrong. Items may not ship on time, or the customer could get an unexpected bill because we were given wrong information. Yes, the customer service team is important because we make the first impression, but we always need to work together as a whole. 

Suggestion #5

The best way for a company to improve its customer service is by taking a walk in the customer’s shoes. We make too many assumptions about what our customers want and how they interpret the things we present to them. – Tema Frank

Employee Response:

We have already started doing this by doing the "Wear a Pump" challenge, and listening to a person with diabetes express their frustrations at our quarterly meeting. This is a great start.

At Healthy Living Medical Supply, we are always trying to serve our customers better and improve as a team.

Check out the original article from OneReach to see all 63 recommendations and decide which ones resonate with you!