Social Media DDS

Coaching dentists and dental professionals in the art of social media strategy

A Hat Tip to Over the Top Customer Service

Quality survey

 

We do it every day…we (often, rightfully) complain about so-so or, worse yet, awful customer service.  We gripe about it to our family and friends, we rant on Yelp and Foursquare and sometimes, when we are feeling very brave, we even look the offending company right in the eye and complain to management.

But what about over the top customer service?  Are we as quick to let them know how great we really think that they are?

And, more importantly, do you provide over the top customer service?

I’ve had a few really over the top customer service experiences recently and they have inspired me to make sure that my business provides that same over the top experience for my patients.

Over the top customer service like Zappos provides.  As if free shipping and free return shipping isn’t enough, the customer service reps that help you when you call Zappos are outstanding…patient, kind and helpful.  Kudos to Zappos for making sure that their customer service is reliable, consistent and spectacular.  As a result, I have recommended Zappos to friends and family so many times that I have lost count.  I want to be the Zappos of the dental world!  I want people to really love dealing with my office.  And, I can make that happen!

Over the top customer service like Vitamix provides.  Not sure which Vitamix product is best for you?  Just call their customer service department and you will get predictable thoughtful and patient help. You can tell that creating good feelings between the customer and the company is of extreme importance to Vitamix.  And here’s the interesting thing.  Vitamix is a bit pricey relative to other  blender-type products.  But, they make the Vitamix experience so positive and a product that is extremely reliable that I am more than willing not only to spend a few extra dollars on their great product, but, perhaps more importantly, I am going to tell all of my friends and family how much I love Vitamix.  You think I’m exaggerating?  My 80+ year old Mom just bought herself a Vitamix based on my recommendation. I want my dental practice to score patients like Vitamix scores customers by having a dependable product and reliable customer service.  And, I can make that happen!

You can too!

Good customer service is really so simple and the results are absolutely exquisite.  If you are reliable, competent and kind, your business will be rewarded.  Concentrate on what good things you want people to talk about in regards to your business and then….make it happen.  Zappos and Vitamix did!  You can too!

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TimPio
TimPio like.author.displayName 1 Like

Hi Claudia:

I enjoyed your post... great customer service and customer experiences both trump a clever marketing campaign.  Who needs a clever tag line when you can give your customer an amazing, consistent experience?  I recently wrote about a positive customer service experience on my blog.  Wouldn't it be great if these great experiences were the norm and not the exception?  I get a sense through your blog and engagement on social media that you provide great service to your customers.  Thank you for exploring this important topic on your blog.

SocialMediaDDS
SocialMediaDDS

@TimPio Tim!  How great to see you here!  Thank you!  It WOULD be great if good customer services were the norm!  As @Lori pointed out, maybe social media has helped with that.  Maybe social media keeps us on our customer service toes a little more.  Makes us more accountable.  My first job at 15 was at McDonalds and my "take away" from that job was 1.) ALWAYS look busy and 2.) the customer is ALWAYS right.  I learned very early on that "right" didn't necessarily mean RIGHT...it meant that, it is my responsibility to make that customer's experience outstanding...make them THINK that they are right!  I have never forgotten that lesson.  And, thank you Tim for the very kind words!!

Lori
Lori like.author.displayName 1 Like

Hi Claudia,

It's true that in the past we were more willing to talk about negative customer service experiences but I wonder if that has changed with social media. I'm not sure and reminders such as this may be the nudge to make what I hope to be true just that! It's so easy to respond to the generic "How are you feeling, Lori" at Facebook with , "I just had  a great thing happen..." I mean, they sort of prompt you to share ;-)

Still, as human beings with brains which are trained to recognize danger, we do tend to notice the negative more than the positive. And we talk about what we notice.

I try to treat each customer with the best care I can muster. If there is a problem, I take care of it immediately and without question. And yes, I try to be reliable, competent and kind.

Lori

SocialMediaDDS
SocialMediaDDS

@Lori I do agree that social media has helped in promoting good feelings about, among other things, good customer service and I know that it is unrealistic to expect that we only talk about the "good" but, I think that experiencing really over the top customer service can help each of us to remember what it was that we were impressed with and then apply it to our own "business models".   And, I know for myself, I have to always remember that you can't please everyone....but you can sure try!! ;-)