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 QLD
A female patient in this Queensland practice purchased multi-focal optical and multi-focal sunglasses both with Oroton frames. One of the team members recognised that she also had an Oroton handbag and wallet. Clearly, she was an Oroton fan. Knowing that the Oroton shop nearby was having a 50% off sale, the practice purchased an Oroton umbrella for the patient. What a complete surprise and delight it must have been for her when she came to collect her glasses and was presented with a personal and WOW token of appreciation.
This is definitely “Delight Me After Purchase 101”. A lovely card arrived subsequently thanking the team and expressing her appreciation. What a great way to WOW their patient!
