When we get the chance to hear an amazing story from one of our own customers, we are truly so humbled. Stories, such as the one below, help remind us why we do what we do and help further motivate us to strive for the perfect customer experience.
A few weeks ago, we had the opportunity to hear a truly motivational story from Barbra Moeller. She described her 37-year-old son, Jason, as a “brittle” diabetic who has recently started on the t:slim X2™ pump. She reached out to us and gave us a little insight into their lives and gave a remarkable shout out to one of our very own sales representatives, Cassandra “Cassie” Johnson.
Barbra told us, “I am attentive, and Jason is cooperative, but this hideous disease is a tantrum at best! It demands attention 24/7, is unforgiving and menacingly cruel. I am a single parent, and it is up to me to find the answers for my Jason.”
She went on to explain the many difficulties she has experienced dealing with her insurance plan and trying to get coverage for the pump, something we are sure many of you can relate to. “It took over three years to get his first insulin pump. The pump is so magical. Jason was on eight or more shots a day when we finally welcomed the technology to our home.”
Barbra was so used to dealing with her insurance company that she assumed she knew exactly what to expect when she got the call from Tandem. “When the call from Tandem came, I had to rally to be ‘up for the fight’ once again. I did not know how many questions I would have to answer.” But her call was a surprise. She said, “NEVER did Cassie act like I was interrupting her day. Instead, she spent a few minutes telling me what the new Tandem pump can do. I found myself being blown away by all the gadgetry. Cassie made my day! She renewed my faith in humanity! I just thought you should know that she did not just do her job technically well, but she comported herself with absolute humanity!”
This made our entire year, Barbra! Thank you so much for taking the time to send this story in an email. Barbra’s experience is what we strive to give every one of our customers. We are so humbled by every word she wrote.
Cassie is a prime example of what customer service means to Tandem Diabetes Care. She was just as moved by their interaction as Barbra was.
Cassandra Johnson, Pump Therapy Sales Specialist
"That day after speaking with Barbra, I appreciated the time she took to share her story, the journey that's led up to this point, and how much Tandem would be adding to her son’s life. It also reminded me that we would be adding so much to hers as well."
Barbra was so touched by this experience that she was inspired to write a poem. We’re sharing part of it below:
"Your son is out there. Go and find him. When you find a place where you are at peace, then that will be the right place. His eyes filled with uncertainty. This was a "military" group. It was as if he wondered about needing permission or something to proceed. But I could also see that he wanted to go now, not waiting for the others, to find a place of peace.
You go and find a place of peace," I said, almost ordering him. "And I will follow with the wreath. And if we act like we know what we're doing, then all of those guys (I pointed to the military entourage) will follow us.
I no longer saw the mess, I saw hope for what could be. I no longer saw dust, I saw people digging into the dust to clean up this mess. I no longer saw death, I saw life in people who had not given up. They kept digging, scoop after scoop. In the rhythm of their focus, life was beating in this place."
"Sometimes in the mix of the day, it's easy for your perspective to shift from side to side," Cassie reflects. "Remembering with every conversation the impact I can be making and that Tandem makes as a whole always brings me back into focus. I'm very thankful to be a part of the Tandem family as well as to have the opportunity to make an impact throughout my day."
If you or someone you know is interested in starting a career with Tandem Diabetes Care, please be sure to check out our Careers site for more information.