007: Why the Customer Experience Matters

Last week, the air conditioning in our office went out. We can’t operate certain equipment in our clinic at warmer temperatures, and this means canceled and rescheduled appointments, as well as lost revenue. 

After discovering that our previous serviceperson failed to leave their phone number on the unit, we needed to find someone new to fix our air conditioner – and my search, the repair, and the follow-up are a perfect study in both how to lose someone’s business or keep a customer for life. 

Your customers, patients, and clients are all looking for experiences that no one else can deliver. When there’s a doctor on every corner and so many clinics out there, how do you differentiate yourself, make your clients feel valued, and solve their problems without overpromising or underdelivering? 

Today’s podcast is a short study in how I found an AC technician who went above and beyond to deliver incredible customer experiences – and every single thing they did right translates beautifully into providing service as a health practitioner. 

Gold Nuggets

• How our office’s HVAC company made a simple, preventable mistake that cost them our business – and how another HVAC service company lost us as a prospect in less than ten minutes.
• What the HVAC service we ended up choosing did differently to make us feel valued, solve our problems, and provide us with reassurance when we needed it most. 
• How to get people excited about leaving you a great review.
• Why you don’t need to give gifts, routinely check in with clients who don’t need anything, come across as sales-y or try hard to create incredible customer experiences. 

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