The Story and Business Lesson of Two Doctors
I’ve been with the same Doctor for more than 15 years. He’s friendly, personal, generally on time with his service schedule. I have considerable confidence in his abilities.
He does what I expect a doctor to do, and he does it explaining all the issues and options without having to play 20 questions with him. For that reason, I never thought about considering a change in service providers.
Then one day my wife and I started spending our winters in Florida. And now the option of finding a Florida doctor just in the case became a necessity.
The new doctor changed my entire perspective on the service expectations that I had developed over the past 15 years.
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This new doctor was younger and surely “less experienced.” But it didn’t seem this way. He was much more personal, asked important questions, spent more time with me, and did a more thorough job.
That experience opened my eyes to the quality differences with my current doctor.
I had come to expect quality and service that was very good. But the new doctor provided something even better.
Now every time I am in need of standard doctor action, such as annual physical, etc., I plan my appointments for our time in Florida. The Florida doctor has won my standard business.
My business lesson here?
If you are any service provider, never become complacent. Don’t provide a standard, average or just good enough service. Always look for ways to improve your service and do things better.
Because the day someone provides better results, service or quality than you do…is the day your customer’s loyalty will dry up. Left unchanged and not corrected, so too may your business.
Mike Schoultz is a digital marketing and customer service expert. With 48 years of business experience, he consults on and writes about topics to help improve the performance of small business. Find him on G+, Facebook, Twitter, Digital Spark Marketing, Pinterest, and LinkedIn.
