Customer service makes a difference

A few nights ago, my wife and I went out for dinner to one of our favorite restaurants. As usual, the food was excellent and our server was exceptional. Later that evening we received an email survey from the restaurant asking for our feedback on the dining experience.

Two weeks before that, I purchased a new sport jacket – again from a nice store where I frequently shop. The jacket had to be tailored, so they offered to send it to me since the store is located about a half hour from my home. Well instead of mailing it, the salesperson who waited on me – knowing that we lived in the same neighborhood – actually delivered the jacket to my home. And the next day, I received a call from the store checking to be sure that the jacket fit well.

I sense a pattern here. It seems like even the best of the best are making a major effort to let their customers know how much they care about them. In these difficult economic times, it is a great strategy since people are more careful than ever with discretionary purchases.

The New Year is upon us – the time for those resolutions we swear to uphold. Unfortunately, statistics show that within two weeks time, the best of intentions have gone by the board. I challenge you as a small business owner to make good on what should be your number one resolution as we begin 2010. Motivate and inspire your team to continue to be not only the best of the best – but to improve even on that level of performance. “How can each of us – in our individual jobs – improve the services we render to our patients?”

Continue to strive to differentiate your practice from your competition by delivering exquisite, consistent, amazing customer service. It will be noticed – and it will make a difference!