If you have not ordered shoes from Zappos you are missing an experience – it is a great lesson in trusting the customer as well as providing top notch service. Here is the quote from the book Delivering Happiness by Tony Hsieh. It is in our resource store and a interesting book to read on how Zappos came about.
“There’s a lot of buzz these days about “social media” and “integration marketing”. As unsexy and low-tech as may sound, our belief is that the telephone is one of the best branding devices out there. You have the customer’s undivided attention for 5 to 10 minutes, and if you get the interaction right, what we’ve found is the customer remembers the experience for a very long time and tells his or her friends about it.”
When is the last time you talked about your patient intake calls as a group? Are your patients and potential patients excited and happy about their interactions with the practice over the phone?