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 from WA
This practice in Western Australia knows the importance of showing empathy to their patients and prioritising their concerns.
A female customer had purchased a very specific Maui Jim pair of sunglasses as the design worked well with the soft tissue damage she had around her nose. When she phoned in a panic because she had “been a bit rough” and broken them, this practice immediately stepped up to the plate. Instead of insisting she buy a new pair, the practice sent the frames back to Maui Jim who replaced the whole frame as a good will gesture.
The customer was so blown away by the efforts of the practice and Maui Jim that she sent the practice a thank you card with a lovely box of chocolates.
Empathising with your patients is what creates customer loyalty and positive word of mouth.
