The Art of Customer Service

The Art of Customer ServiceIt begins with “hello” and never really ends.

I had not walked 30 feet into the hotel before three different employees greeted me: the valet, the doorman, and the custodian. Each person looked up from the task at hand to say hello and smile. Was it because I was wearing a suit? No, it was because the hotel was the Four Seasons. This greeting had a tremendous impact on my entire experience at that hotel. That initial encounter set atone for the rest of my visit that magically rubbed off on everyone in the business meetings…

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Barriers to Patient Acceptance

Barriers to Patient AcceptanceWe’re managing the wrong issue.

Two emotions that drive human behavior are greed and fear. When it comes to LASIK, the factors that drive patient decision-making can also be boiled down to two: price and fear. Over the past 20 months, the industry has been obsessed with trying to manage the price issue: “If I drop my price, won’t more people come to have LASIK?”“How does she make money offering LASIK at such allow price?” “His volume is tanking because his fees are so high. ” You recognize these hallway discussions at shows and meetings. It appears we’ve been discussing the wrong issue. Can you imagine if those same hallway conversations were sprinkled with: “Wow! Did you see his new patient brochure? Incredible!” “That informed consent was the best I’ve ever witnessed. ” “His staff not only answers questions, they ask patients what they’re afraid of. ”These scenarios are probably difficult to imagine, mainly because eye care professionals are not trained in the art of communication. Some physicians and staff members have an ability to empathize, listen, and respond in away that builds trust and confidence in the prospective LASIK patient. Others simply do not have this ability and either delegate the task or ignore it altogether, hoping that the photocopied brochure and poorly produced “Dear Patient” letter will provide interested patients with valuable information. This has been proven a mistake…

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