Never Trust A Doctor Who’s Plants Have Died

9 Oct 2014

But a doctor can be judged by us on that which we do know. We understand what clean and organized looks like. We understand what friendly looks and seems like. We all know what waiting overly long believes like. And with past experiences we can judge how our physician visit stacks up to those encounters. And centered on the complete experience we are going to decide whether to return or maybe not, and conditioned upon the encounter, will either send our pals or tell the planet to avoid with an on-line lousy review. Is that reasonable? Certainly not, but as administration consultant Tom Peters says,

“Customers perceive service within their own unique, idiosyncratic, mental, irrational, end-of-the-day, and entirely human terms. Perception is all there is!”

While a general manager at a spa hotel up north in Mi, I served as an adjunct educator for many years educating customer service in the local community school. To their credit (excuse the play on words), the school made my customer care course a requirement for the medical administration paths and office administration. They recognized that it is not exactly what you understand; it is the way you say it. At the conclusion of the session, a survey was given to the students on how I did. Was I on time for course? Was I accessible after hours? All the survey questions were focused on the teacher. I surveyed the students on their school experience, within the course session discussing customer feedback. My query was, “If there was anything you can improve in your schooling experience, what would that be? Not many replies were particular from what the government believed was the college experience. Instead the improvements ranged in the parking lot to the restrooms. What does the parking lot have to do with post secondary education? Logically, nothing. Except to the feminine student who’s taking night classes, everything. What does the restroom have to do with the instruction offered? Nothing. But as a female pupil wrote in her survey, “During the winter, the restrooms are so cold, I can not even think after moving in there.”

Several months ago, I had a need to see a dentist. She gave me the name of her tooth doctor, when I requested a buddy for a referral. I asked why she believed the dentist was so great. And, as an afterthought, she stated the dental practitioner was fine, also. The most crucial characteristics of her dental experience were the touch-points that eliminated the waiting period and angst of the perception of visiting the dentist for initially.

So do not be overly focused on only your expertise. Your customers have no strategy to judge you on what you understand. Nevertheless, they can rank you in another touch points that they’ve experienced before. Take some time to look at your whole customer experience. Identify all the potential dissatisfiers and take them off. Then replace them with something positive.

What possible interior landscaping dissatisfiers in your client experience are you really leaving unattended?




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