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
A practice in Western Australia proved that price isn’t everything when it comes to business. A woman came in for an eye consultation, and was recommended two pairs of spectacles based on her specific needs. Not only did she buy the two spectacles, she bought a third pair based on a further discussion with the practice dispenser.
The WOWness doesn’t just stop there… after completion of her transaction, the woman confided in the staff that her brother-in-law actually works for a large optical chain! She came in knowing the extra cost, but was happy to pay because she “just wanted service!”
This is a brilliant example of great optom to dispenser handover, WOW customer service, and a very real demonstration that people are willing to pay for a great experience. And with increased sales to top it all off!
