Sunday, December 31, 2006

REMEMBER...Customer Passion! Some Doctors DON'T! One poorly ineffective Saint Charles Doctor!

Hi there in today's previous post you read about "REMEMBER Customer Passion! Some Doctors got it!" (If you didn't get to read it you should).

Well this post is a continuation of that one but it's about a Doctor that doesn't got it!

Just the other day I received poor service from a Saint Charles Primary Care Physican. It was reminiscent of some poor service I've received from Doctor's in the medical industry before. Especially those connected with the HMO organization (and I could rant a good day about that whole industries poor understanding of the customer and who pays them to be in business). But it's the first time I experienced it here in the affluent community of Saint Charles, Illinois and that's just the beginning.

So if you're from Stc IL, I hope I don't burst your bubble because there's a Saint Charles Doctor that really needs to clean up his poor customer service mannerisms.

Let this blog serve as a wake up call for any people in private practice that have forgotten why they went into medicine in the first place. Ten years worth of under studying medicine should include a lot of wisdom on how to give great customer service. And I've spoken to many of organizations about providing great customer service if you need a speaker.

While I'm not into tearing down the reputations of Doctors because some of my best friends are Doctors I do believe this lesson will serve as a way for all Saint Charles Doctors to think about the client/employee relationship. Now if you want to improve customer relations in the Medical Industry in Saint Charles and really make it number one follow my A-D prescription below and you'll improve the unhealthy relationships that some doctors have with their customers and that's not all.

So here's the story...
And I'm going to cut to the chase. I go into the Doctors office and it's the first time I've seen this physcian. Of course you know I've completed all the miscellaneous paper work. Yeah that paper work that gives them your history and assures that you will pay if the insurance company doesn't.

I'm waiting for him to come into the room. He enters, sits down and ask me "
Why are you here?". Not a bad start but I always ask my customers "What can I do for you today?" It sounds more personal and it's very soothing to the customers ears. It immediately let's the customer know you're going to do something and it's going to be personally for them.

I explain my eye specialist has had a few meetings with me (at their approval and referral) and for some reason his office won't allow me to see the specialist again until I've seen my primary care physcian (who does not have the expertise to resolve my eye problems).

So he starts off by telling me if I want him as my doctor I need to stop in more regulary so we can build a relationship. But if I'm just coming in for him to be my "paper work guy" to fill out my paper work in order to give me a referral to see another doctor he's not into that kind of client patient relationship.

Problem #1

Poor choice of words on his part, poor approach. He's the Service Provider...I'm the customer, I'm the one paying for the service.

Solution #1

A.) Don't talk too much about how you perceive the customer/company relationship. Avoid telling the customer what kind of relationships you're not into. This comes across harsh and very unprofessional. The customer's not really concerned about your philosophy. They're concerned about whether you have the capability (= know how), the product and the skill sets necessary to take care of their problem. This leads to part B of your solution if you want to be a great service provider and an excellent Customer Passion Evangelist.

B.) The rule in Sales is

"Customers don't care how much you know until they know how much YOU CARE".
In every line of business we're in we're all "Knowledge Workers". Customers will never get to see if you have the knowledge if they feel you don't care about them. The million dollar question is... "Do you care about your customers?", If you do then act like it. If you're not sure then fake it till you make it. If you know for sure you don't like your customers then get out of the business you're in.

C.) Find out "What are the customer NEEDS"? Then fill it.

D.) Finally know your role in the business relationship and understand what your job title means. If you forget in the business relationship that the only reason for a business to be in business is to
"Take CARE of a Customer"
then you're in real trouble! Now if you understand what your job title means and your capable of providing the level of service your title says you should be able to execute then you're on your this case his title was "Primary Care Physician" which translates in the Customer Passion Evangelist Dictionary to mean...
"the number One Physician that CARES".

He's got a great title but he's not in alignment with what his title is communicating. Now if you've got what I've just communicated then you've just increased your customers and your customer retention by 500% regardless of what industry you're in. Thanks for your time...(to be continued)

Your Servant,

Deremiah, *CPE


*CPE = Creating Physician Extraordinaire's

REMEMBER...Customer Passion! Some Doctors got it! (part 1)

Hey do you remember a couple months back I talked about a "Customer Passionate" Dentist by the name of Dr. John C. Mason. Well he's still doing a great job and I'd hate for you to confuse the next blog with him. As a matter of fact I mentioned Dr. John C. Mason's rare customer passionate approach to customer service in the blog below...

1 Brutally Effective Kickbutt Dentist: Dr. John C. Mason of St. Charles He's "Customer Passionate"

Read It! If you get a chance.

Because I'm going to do a follow-up to this blog to talk about some of his other outstanding qualities. Hopefully he'll give me a personal interview so you can hear why his customers think his service is great!

You know he really stands out in the Saint Charles community among Doctors as a man of great character and more importantly wonderful office etiquette. No! AMAZING office etiquette and Compassion for his customers. If you're not in Illinois but can afford to fly in and meet him it's well worth the trip. Otherwise eat your heart out. The more I deal with Dr. Mason the more I realize how rare his office relations with his customers really are. If you're in Saint Charles and you don't get great denistry treatment come see Dr. Mason. If you don't get Great Service I'll treat you to lunch.

Well I'm just going to flip to the next blog so that you don't confuse today's blog with Dr. Mason. But please read the next one especially if you're a Doctor or a person who see's Doctor's.

Your Servant,


Go read today's blog "One Poorly Ineffective Saint Charles Primary Care Physician" you'll cringe.

Friday, December 29, 2006

BEWARE!! Silent Customers

In New Years people make all kind of resolutions. Most of them are full of lies and half truths. So save yourself and your customer a new headache. Whatever you're willing to change this year just get on with it. Cut the procrastinating and go do it.

Go on! Don't it Now! Don't tell anybody...just do it!

While you're headed toward changing some things this year why not consider changing customers. You know the customers that aren't inviting their friends or family to your products. Just give them up! The ones that just seem like they won't tell anybody about what you do just need to move on. They need to go somewhere where somebody can make them happy or you need to do everything you can within your power to revamp how your customer see's your business.

You see there's only 2 types of customers in the world.

1.) The one's who need to move on
2.) The ones's who need to stay.

The one's who spend money on what you do or The ones's who like their money more than they like your product.

The one's who need to move on are the ones that won't tell anybody about what you do. Those are often the same one's that won't speak a word to anyone about your products or your service.

It seems the one's who need to stay are always letting everybody know about what you're doing annnnn-n-ddd the ones you hate just seem to never tell anyone.

Again, you see there are only 2 types of customers in your community.

1.) The one's with the "Big Mouth's" that tell everybody about how good you are or
2.) The one's with the "little mouth's" that won't tell anybody about how good you are.

You see it's not good when your customers aren't praising your terrific service. When they're not telling their friends about what you do. It's a crying shame. But if they aren't praising your terrific service maybe there's a reason why. By the way how is your service?

Could you use a few "Tell Everybody Customers"

...How about a few hundred of those?

I can hear you saying...yeah Deremiah, where do you order those Passionate Customers from anyway? You've been trying to get a few of those, haven't you?

Somebody asked me if they manufactured those kind of customers at the ---Customer Revival Service--- that's where the old dead beat customers are "Born Again" or somethin' like that.

No, you can't buy customers to tell lies about your service. You either got it honest or YOU DON'T "Got It"! Well don't worry about that...most companies don't got it.

They're so busy trying to cut budget and pinch pennies to show a profit that they don't have time to Serve a customer. Well it's time for you to stop the artificial profit statements and get on with really GREAT Customer Service.

By the way do you have any Servants? Now if you don't have any "Servants" just cancel the GREAT Customer Service you're hoping to find and you can just settle for the Silent Customer types. Seriously...I hope you don't have any "Silent Customers" because if you do here's the way it sounds when you've got "Silent Customers" buying your product.


Did you hear that?

Cause I didn't...

but that's how it sounds when your customers are silent. Shhh! (it's like they don't exist).

But here's six Great ways to purge yourself of the "Silent Customer" types.

1.) Fire all "Silent Customers"

2.) Fire all employees that aren't Servant's

3.) Get rid of the rest of your "dead beat" staff members who aren't PASSIONATE about your product or service.

4.) Put a new Ad in your local paper saying

"We're Hiring" but ONLY SERVANTS need to apply.

5.) Recruit some Zealots that are
A.) Crazy about the Customer
B.) Crazy about your products
C.) Crazy about your Service

6.) If you can't get your customers exicited about the product consider getting out of the business.

Remember don't focus on resolutions BEWARE!! Silent Customers.

Is there anything else I can do for you?

Your Servant,

Deremiah, *CPE

Sunday, December 17, 2006

Confessions of a Customer Passion Evangelist

Every now and then you've got to come clean. Put it all on the line.

Like a sinner at the altar, you know that G-d knows. So who yeah foolin? Yeah he saw you when you did it. So there's no sense in playin' games. Beatin' round the bush. Today's one of those day's. So will you listen closely? I know you're not G-d but try to act like it. And while I'm spillin' my soul please don't interrupt. Are you ready for this? Thanks for listening.

It's 3:09 pm and I'm sittin here in my chair in front of the computer. Thinking about all the times I forgot to really geniunely listen to my customers. You know with the kinda heart felt listening that's required when you're really paying attention. Can't you see the worst thing you can ever do in Sales (or any business where you've got customers that have the potential to purchase something new or additional) is forget how valuable listening to them really is. Well that's what I forgot to do.

I can't ever remember a customer yet that has been so impressed with what I value that they sign up and buy into what I'm selling immediately. Even the worst customer wants to feel valuable in the eyes of those who are trying to do business with them.

Simply put

"I've sinned!"

By failing to show my client I really cared.

All the customer wanted was a little love. But I must have been too busy thinking about what I needed. So neither one of us got anything out of the experience except for disappointing moment. Hopefully that'll be the last time that Happens. Has this ever happened to you? If it has just repent to your customer and never do it again. I've found most customers have forgiving hearts.

So I'm not going to be long on this a matter of fact this is where it ends. That's all I needed to say...I just wanted to confess. I think I feel a little better now that I've got that off of my chest. Hi Mr. Customer! It's me your Customer Passion Evangelist, Deremiah, *CPE.

Is there anything else I can do for you?

Your Servant, Deremiah, *CPE

True Confessions good for the soul.