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 Queensland
An optometry practice in Queensland understands that some of their patients are elderly or without family. When a patient requires a dilated fundus examination, the staff at this practice offer to drive them home in situations where they do not have transport (or are too independent to ask someone). Recently, they drove home a 79 year old woman who was very appreciative. The staff feel safer knowing their patients are not driving with compromised vision.
It’s the customised care that makes this practice a WOW practice!
