The single most difficult thing to copy is exceptional customer service.
We live in a world where we are spoilt for choice, value and convenience, and the same cannot be said for good old fashioned, personalised customer service. The best performing retailers and service organisations understand that true growth occurs because their customers love doing business with them and sing their praises to neighbours, friends and colleagues. This is the only kind of growth that can be sustained over the long term. A face to face visit with your patient is the ideal time to create a WOW experience which generates positive word of mouth, patient loyalty and repeat visits.
ProWOW Experience in Port Douglas, QLD
We all know the old saying, “come hell or high water”, but have you ever heard of a practice physically getting into high water to help a customer? Well that’s exactly what the team at Coral Sea Eyecare in Queensland did.
Sometimes when it rains quite heavily the car park at the practice can flood, making it hard for patients to park. The staff try to warn customers before they park so they don’t find themselves in a wet mess. However, one day after a big rain storm, a patient was driving out of the parking lot when the dispenser noticed the patient’s car stall in the water. Without question, she jumped to his rescue and went out in the flooded waters to give the patient a hand. One of the other team members came out to help, and together they were able to help push the patient’s car out of the water and onto the safety of the road. He was a young P-plater, and was very grateful for their help.
For someone who came into the practice for a $2.00 screw, I would certainly say he got a pretty WOW service!
