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 WA
Heroes come in all shapes and sizes.
In this case, a hero came in the form of an optometrist in Western Australia. Shortly after the optometrist had finished for the day and headed home, a patient walked into the practice complaining of symptoms that suggested a retinal detachment. A team member rang the optometrist to ask if he would like the patient referred onto another practice, and instead the optometrist rushed back into the practice to see the patient immediately. As it turns out, the patient did have a retinal detachment and was referred on to and seen by the local ophthalmologist the very same afternoon. The patient hadn’t realised the severity of their situation and was going to wait for a few days to be seen! Had the optometrist not rushed back to see the patient, they almost certainly would have had permanent vision loss.
Patient centred care at it’s very best and no doubt the optometrist is seen as a hero to that patient and we expect that the story will be told to many friends and colleagues.
