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 NSW
A New South Wales practice put comfortability aside and took a brave leap in a new direction.
Despite the relatively low demographic of their patients, they began talking to them about wearing more stylish, designer frames. They ordered in stock from Face A Face and Coco Song as well as a large Maui Jim stand. Not only are all three brands selling well, their consult bookings have increased as word has quickly spread around the town that they were the place to come for the most fashionable frames!
The lessons – don’t assume and also don’t get stuck in the paradigm that “we have always done it that way”.
