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Voice of the Nice Customer

What is the chance this situation is happening in your office?  I was a regular subscriber to the Elyria Chronicle Telegram, the local newspaper in my community.  Generally delivery was okay but generally later rather than early in the day.  Then the deliveries became “spotty” with once or twice a month no paper was delivered.  When I called the “Customer Care” person said: “Oh, okay, I’ll look into it”.  No offer to refund my missed deliveries or offer any other solution.  Instead of getting better, it got worse and there were more missed deliveries.  I decided to call and cancell my regular weekly subscription and keep only the Sunday.  When I called the “Customer Care” specialist she said: “Oh, okay, we’ll start that this week”.  Not one question about why I was reducing my service; why I was unhappy; what she could do to make me a happy camper.  Guess what started happening with my Sunday delivery?  If you’re seeing a trend here, those too became “spotty” until I had to cancel my remaining subscription with this newspaper.  When I called the “Customer Care” specialist she said:  “Okay, do you want a refund check sent to your current address?”  Not a single inquiry as to why I was leaving.  This person had no concern about the well-being of the customer OR the financial well-being of her company.  I wonder what the OWNER of the newspaper would have to say if he/she knew how the font-line “Customer Care” person(s) repeatedly handled their customers?  What is being said at your front desk?  If you think you know…..guess again!  What kind of training are your “Customer Care” specialists receiving?  What is the chance that many of your patients/customers/clients are quietly leaving and you have no clue?  CLICK HERE to read about the Voice of the Nice Customer……..that was me.

Dr. Ron is the only Master Certified Dental Coach (MCC) on the planet. He has blended 20 years of clinical dental practice with executive roles in financial planning and investment management along his graduate business training to provide his clients with the tools, support, and accountability to accomplish more. About Dr. Ron, "I count you as one of life’s best finds", says Dr. Gary Imm of Reisterstown, Maryland. He has authored many articles; manuals; ThinBooks ^tm; TeleClasses and if you visit http://www.drarndt.com you can receive one of his FREE reports, "9 Painful Mistakes Dentists Make in the Hiring Process"

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One Response to “Voice of the Nice Customer”

1. Fred Hecht Says:
   July 25th, 2007 at 1:29 pm

   This is why i firmly believe that the calls in the office should be taped and reviewedby a secret shopper type of service. Also the team should be on a % bonus so they have a financial interest in the outcome of the office Fred S. Hecht

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