A Lesson From the Healthcare Industry
I was attending the annual planning meeting for our local chamber this week and I overheard an interesting conversation before the meeting was called to order.
One member was talking about the time it takes to go to the doctor. She has to schedule a day of vacation because it takes so long to get in to see the doctor with the time spent in the waiting room, then waiting in the exam room and then waiting for the results. She never knows how long it will take.
Then when she does see the doctor it is a quick focused experience – no conversation, no wasted effort.
The other person in the conversation agreed; his medical experiences were similar. His solution was to go to the local Urgent Care Center. Why?
• He gets in when HE needs to be seen
• The staff is personable
• They call the next day to see how you are
What is the lesson?
Which are you? The harried professional, so overbooked, you don't have time for relationship building, and consequently the value of the experience is diminished in the eyes of your customer.
Or.
Are you available when your customers needs you, listen closely to what they have to say, take interest in them and then call later to see if the experience/product/service was to their liking.
Hmmmm.
Customer Service | admin | 07 October 2006 |
