Keep The Customer Service Ball Rolling

  Ed Horrell's weekly advice reminds us to constantly focus on customer service:

The best way to keep customer service alive includes making sure that it is at the cornerstone of everything you do.  It should be as close to everywhere as you can make it. 

It is the most important thing that you do.

Put it on coffee mugs, e-mails, posters, and cards.  Put it on desks and in break rooms.

Remember, customer service is not a result of seminars and reading books.  It is the result of constantly focusing on the purpose of providing the very best in service. 

Try it. Keep it alive in your company.  You'll see the difference and you'll own your customers.

Ed

    Keeping customer service first and foremost in the minds of your staff reinforces the importance of top quality service to our patients.  If they see that you mean it, day in and day out, it will become something they see as a normal part of what they do.  Constantly recognize outstanding service and new ideas.  What gets recognized gets repeated.  If you hear a staff member say something especially kind or insightful to a patient, write it on the white board, in quotes with credit to the staff member.  Have a part of your regular staff meetings dedicated to recognizing outstanding service that took place since the last staff meeting.  Let the team members talk about what they saw each other doing that impressed them.  Recognition by peers is particularly gratifying.  Keep the customer service ball rolling and your entire practice will pick up speed.  Just becoming great at customer service doesn't guarantee that you'll stay great.  You have to continue to focus and work on it.