A Doctor’s Prescription for Good Customer Service
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Here's another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience.
So, Neil is telling everyone. And, he's calling it a Win-Wynn. The resort wins because they created a happy guest. The guest or customer wins because of the great service. Not to mention that this guest wants to tell the world about the experience. Furthermore, Neil says any type of business, even a doctor's office, can have a Win-Wynn.
One of Neil's patients was a Medicare patient on a fixed income. He received a prescription for medication. The cost was several hundred dollars, and he had not yet met his insurance deductible. After a few days, he had an adverse reaction and had to discontinue the medication that he'd already paid for. Neil prescribed a different medication, but unfortunately, the patient couldn't afford it. What did Neil do? He was able to get some samples from the pharmaceutical company. That way the patient could avoid the additional expense. He called that a Win-Wynn.
Neil says, "We are always trying to endear ourselves to our patients and help them achieve good health. Sometimes, it requires a little more effort, but in the end, it's worth the time and energy we put forth. When we create a Win-Wynn, we feel much better knowing we've gone a little above what is expected for our patients."
The system the Wynn has for dealing with guest requests and complaints works. There are quick response and follow-up. That impresses a guest. A doctor that shows some empathy and takes the time to help a patient solve a financial dilemma, that impresses a patient.
It doesn't matter if you're a big resort, a doctor's office - or any other type of business. When your system works, and you have competent people who make good customer-focused decisions, everybody is happy. That's a Win-Wynn!
Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken