So what are the implications of “Conscious Uncoupling” to our businesses?by Dr. Ron Arndt
Whether you have a patient or a customer consciously uncouple or divorce you or fire you, we better be paying attention to delivering care and concern to those who entrust their care to us.
Do you want to be “Consciously Uncoupled” by a patient?
Do you want to be “Divorced” by a patient?
Do you want to be “Fired” by a patient?
If we presume that the technical excellence is in place, the way to prevent being “Consciously Uncoupled” is to deliver service excellence.
Below are a few suggestions:
- I believe every business that provides superior service has a strong Service Vision that creates a clear direction for everyone in that business. What do your customers buy from you that they couldn’t get elsewhere? Your Service Vision drives hiring, standards, training, leadership philosophies, and tells you where you are heading.
- The practice must be committed to creating a world-class, internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization.
- The business must create Secret Service systems that easily enable all team members to personalize the customer’s experience by engaging them and anticipating their needs. Having great standards is not enough! The organization needs to systemize those standards in order for them to be realistically delivered on a persistent and consistent basis.
Customer’s expectations of service are so low that today businesses have a truly fantastic opportunity to gain a superior, competitive advantage. Whatever your business – dental, retail, hospitality, business-to-business –it has never been easier to exceed the customer’s expectation by delivering a memorable experience.
This is the antidote to “Conscious Uncoupling.” Businesses/practices don’t get fired when they deliver unexpected, legendary service.
Think about the services you provide so that you aren’t “Consciously Uncoupled.”