A few years ago I walked into the chiropractor for a routine visit and walked out having experienced an insightful exercise in “customer relation management.”
In the past, I’ve visited chiropractors who treat their business like a marathon, trying to schedule and race through as many appointments as time will allow. But this visit was different. This chiropractor made some recommendations, we spent a good portion of our time discussing the “why” behind healthy living and we talked about some of the things that I’m involved in that are contributing to good health like Cross Fit. He went so far as to tell me that if I continued to live a healthy life, I wouldn’t need him for more than occasional maintenance adjustments.
It was evident that he was more interested in empowering me to make healthy life decisions, even if it meant fewer visits for him to bill. The moment I learned that he was in it for me, and that he was not trying to manufacture an urgency and dependency around his business, I was sold.
Customer commitment is priceless.
A Big Dumb Company tries to manufacture a need for their products or services. A great company recognizes that customers don’t need it and tries to create an experience that causes their customers to want to do business with it. There’s a big difference in how employees approach customer service, from “acquisition” to “customer relationship management,” and it’s an important paradigm shift to make. Continue Reading…