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
This practice displayed that they indeed know their stuff! They had a patient come in to update her glasses and only expected to purchase one pair. After having a chat with the patient and discussing what she does for work, her outdoor time, and the time she spends on a computer, the staff had a good idea of what lenses would help her best.
She chose her first frame from their new Face A Face collection and she looked amazing! The staff included anti-reflective coating with a UV filter to help reduce glare while driving at night and protect her eyes when outdoors.
The patient then selected a SECOND pair from the new Fendi range based on the staff’s discussion on protecting her eyes while on the computer at work with the added anti-reflective coating lenses. In total, she spent $2,000!
This just goes to show that when you know your stuff, patients feel confident in taking your advice.
