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 at Eyes and Optics by Malcolm Gin
In an industry like ours, it can be such a relief to know that we work with supplier partners who go above and beyond to support our practices and the clients and patients we serve. A recent example of this comes from Malcolm Gin in Victoria who shared the following story:
We received an email on a Thursday from a patient of ours who was away in Perth, WA for work. Unfortunately, the temple on his frames had broken and as he described, “he was legless”. We immediately phoned Eyes Right Optical, the frame supplier, to see if they had that particular frame available in Perth as the patient was very dependent on his spectacles and couldn’t wait until he got back to have them repaired. Eyes Right was able to identify a practice in Perth that stocked the frame and we were able to pass the details onto us and our patient. The following Monday we received a very grateful email from our patient who explained that Eyes Right had arranged for the frame to be taken to Fremantle where he was working and changed over the lenses. No longer “legless”, our patient will catch up with us once he’s back in Victoria in June and wanted to pass on his sincere thanks, as do we for the wonderful service provided by Eyes Right in this scenario. Good communication and a willingness to help resulted in a very happy patient. We couldn’t ask for anything better!
