Caring for our clients during lockdown

Mar, 30, 2020

When New Zealand went into Alert Level 4 in March, all Bay Audiology clinics had to close. Despite not being able to operate our clinics, we were determined to continue supporting and helping our clients safely.

Our contact centre team began to work from home, providing support to our clients over the phone. We also had a team of audiologists available to offer remote support on hearing aids and issues clients had with their hearing, and we increased the range of products available in our online store.

We began making client care calls to check up on how our clients were doing, and whether they needed any support during the lockdown. We also partnered with Age Concern to provide volunteers to help the elderly in our local communities with any necessary essential services such as collecting groceries or picking up medical prescriptions. The response and reaction to these efforts was extremely rewarding. 

Stories like the ones mentioned below are an important reminder of how a simple “Hi, how are you?” can have a big impact on someone else. Caring for our clients is always our number one priority, and we are proud our team were able to make such a positive impact during these difficult times.

Hear stories from our team:

The power of talking

“Talking to these lovely ladies was a very humbling, emotional and rewarding experience. They were absolutely lovely and were grateful that we’d taken the time to contact them. They were just so lovely, we had a good laugh which was good for them, and for me.”

The importance of helping

“I signed up with Age Concern Wellington and have helped out two older women in Lower Hutt. I have done groceries for one woman twice - turns out she is a client in Lower Hutt! And I helped another woman sort out her Vodafone plan - she hadn't been able to text or call anyone for a week.  It has been a good experience!”

Going above and beyond

“One of the ladies I spoke to turns 101 next month and in our conversation she did mention that she needed some hearing aid batteries. She couldn’t get them through the usual channels as our clinics were currently closed & she wasn’t able to order online so I arranged for one of my colleagues who lives just up the road to drop her some batteries off.  She was absolutely stoked & so very grateful which was really nice.“

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