This morning I received a call from an old friend, a DME provider in Vermont. One of his customers rented a hospital bed for their mother. He reviewed all the instructions with her, but he got the impression that she was not at ease.
The next afternoon he picked up the phone just to see if every thing was satisfactory. They were on the phone for more than twenty minutes!
In the morning her husband stopped by the showroom to express his appreciation for that phone call. He said his wife was concerned she would not be capable of giving her mother the attention and care she needed. However, after that conversation with the owner, his wife relaxed and lost the trepidation she had. His “thank you” was worth a million dollars. This is customer service.
So what is customer service? It is something that you and all your employees have to comprehend. It is a smile, a cheerful hello and listening. Always allow your customer to take the lead when they come to shop. They will tell you what they came for so you can satisfy their need. The customer must ask and you must listen. In a previous blog I wrote about an aggressive salesperson and how a sale was lost. A soft approach is always effective.
I know several DME proprietors who ask at their staff meetings ask one of their sales people to speak about an experience with a customer. His team learns from one another and his business continues to grow. Word of mouth from satisfied customers is the best advertising you can earn! This is what happens when your company staff understands customer service.