I'm still getting my feet wet at my new job, and a few of our patients have been just fantastic with me. They've been patient when I'm processing their paperwork slowly. They've been understanding when I've made a mistake. They've made an effort to get to know my name.
Then there are the nasty ones who probably haven't even noticed that mine is a different face from the one they've been dealing with for years. I had one woman curse me out over the phone for a missed appointment charge that was entirely her fault. No show, no phone call, no apology. I spoke to my boss about it, and he told me to stand my ground and don't let her bully me.
That same afternoon, a really nice patient of ours missed her appointment, and called an hour later to apologize profusely. I tell her we'll have to charge her for the appoinment, and she says she understands, its no problem, again she's really sorry etc. So I tell my boss about this, and he says, don't charge her...she feels so bad there's no way she'll do it again.
I wish more customers knew that good behaviour really does pay off. Dealing with customers is sometimes like raising kids. Positive reinforcement is totally the way to go.
How many of you out there let their good customers get away with crap that you don't let SC's get away with?
Then there are the nasty ones who probably haven't even noticed that mine is a different face from the one they've been dealing with for years. I had one woman curse me out over the phone for a missed appointment charge that was entirely her fault. No show, no phone call, no apology. I spoke to my boss about it, and he told me to stand my ground and don't let her bully me.
That same afternoon, a really nice patient of ours missed her appointment, and called an hour later to apologize profusely. I tell her we'll have to charge her for the appoinment, and she says she understands, its no problem, again she's really sorry etc. So I tell my boss about this, and he says, don't charge her...she feels so bad there's no way she'll do it again.
I wish more customers knew that good behaviour really does pay off. Dealing with customers is sometimes like raising kids. Positive reinforcement is totally the way to go.
How many of you out there let their good customers get away with crap that you don't let SC's get away with?
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