Shaving, service and success

My previous blogs have looked at other industries, such as airlines, hospitality, and even toy companies, as examples of outstanding customer service. We can learn from these companies and often implement what these successful industries do into our healthcare practices. I have looked at the Dollar Shave Club (DSC) for this blog. One of us, SH, is a member of the "club," which began after watching their irreverent, R-rated YouTube video with more than 28 million views. The concept of the DSC is simple: pay a small monthly subscription fee, and four new razor blades are delivered monthly to your snail mailbox. If you become a member, you will never worry about running out of fresh, world-class razor blades.

Members of the DSC never worry about being without a world-class blade every month. This blog is motivated by the convenience of the DSC.
Making your practice more like the Dollar "Convenience" Club

Truth be told, there's nothing special about razor blades, but what makes DSC special is the customer experience built around convenience.

The DSC promotes convenience as much as, if not even more, than the razor blades and other toiletries.

Inflation and the recent tariffs have led to higher prices, but their customers still buy the razors.

Let's examine five reasons for the DSC's success and how this applies to healthcare practice.

Convenience: This is the reason they exist. It is important to ask, "Is your practice convenient?" Are patients able to obtain an appointment in a reasonable period? Are your phone calls and emails returned promptly? Practices with 2-3 months waiting for an appointment do not have easy access to the practice. Patients who have a study or lab test and must wait weeks to receive the results are not meeting the needs of the patients who want results in a timely fashion. Patients expect phone calls and emails to be answered in 24-48 hours. Any longer is below patients' expectations.

Quality products: The blades are high quality, and few members complain about their ability to remove the hair on their faces. Quality is important to DSC customers. Patients expect quality care from a physician who is perceived as an expert. Practices should start measuring outcomes and posting favorable results on their practice's websites. We know that quality is a difficult metric for the healthcare profession. However, there are examples of quality that are important to patients and that can be measured. The take-home message is that what gets measured gets done.

Price: Even though customers are willing to pay a premium for convenience, which is almost as compelling as the convenient experience. The time has arrived for price transparency in healthcare. We can no longer be like deer paralyzed when looking into the headlights and when patients ask about the cost of care. We know what an office visit should be for a new patient, an existing follow-up patient, and a newly diagnosed cancer patient who will require a longer appointment to discuss treatment options. By providing the cost of care to patients, we can avoid sticker shock when a bill arrives when no price discussion has been conducted.

For example, many practices use only 15-20 drugs most of the time. In that case, prices can be obtained from local and discount online pharmacies. One of us, NB, asks the pharmaceutical representative to find the cost of these prescriptions and update the list twice a year. This is very appreciated by the patients and allows the physician to discover if the cost is more than a patient can afford, then a less expensive drug can be prescribed.

Consistency and reliability: Customers know what to expect and when to expect it. The predictable schedule and consistent quality create trust and confidence in the product. If a patient calls with a question and the doctor plans to return the call at the end of the day, then it is helpful to give the patient an approximate time to expect a call from the doctor. This avoids that game of phone tag and encourages the patient not to be on the phone during that time.

Fun: This is a bonus, but who doesn't like a little fun? The experience is fun and may not be appropriate for everyone, but it may be for some medical practices. DSC's commercials are funny, which makes them stand out in a crowded razor blade market.

The DSC doesn't promise better blades; they sell a better experience. Suppose your practice does what it's supposed to, like diagnosing and treating disease, and you add the exceptional experience that patients want. In that case, you will have a successful combination.

Bottom Line: Emphasize what makes your patients appreciate you. That answer will get your patients to talk about your practice to family and friends, and, most importantly, loyal patients will return for their medical care.

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How To Deliver An Amazing Customer Experience

50 Powerful Small Business Guarantees

If you want to deliver an amazing customer experience then you need to guarantee your products and services.

Study after study shows that powerful guarantees allow your prospects to feel more confident about making a purchase (which leads to more sales). And, don’t be afraid that your customers are going to “cash-in” on that guarantee and demand their money back, only about 1% ever invoke the guarantee.
A strong guarantee clearly shows your customers that you stand behind your products and services.
You can communicate your guarantee in a variety of ways. You can hang a sign in your waiting room or publish it on your website. It doesn’t matter how you choose to communicate your guarantee just as long as it is obvious and in writing so that your customers are more comfortable making a purchase.

A strong guarantee is one factor of your overall marketing strategy. In fact, an exceptional guarantee can generate more sales for small business owners in virtually every imaginable industry.
So, don’t be afraid to stand behind your products and services 100%.

Here are 50 Exceptional Small Business Guarantees:

1. Our lifetime money back guarantee.
2. Double your money back guarantee.
3. Unconditionally guaranteed. Always.
4. 100% satisfaction guaranteed.
5. Prompt refund.
6. Cancel at any time.
7. I personally guarantee.
8. You have my promise.
9. You have my word on it.
10. You can try the product without any risk.
11. Send no money now!
12. No risk! No obligation.
13. Return the product, keep the bonuses.
14. Say “yes” now and decide later.
15. No questions asked money back guarantee.
16. You must be 100% satisfied or you pay nothing.
17. If _______ isn’t as powerful as we say it is, return it for a full refund.
18. I’ll personally see that your money is returned to you.
19. I stake my reputation on it.
20. Return the product if you’re not satisfied.
21. Use the product for 30 days before you pay.
22. Better than risk free.
23. Keep only the _____________you want.
24. If you decide to keep it, pay just $_____.
25. We’re so sure that you will love ______, we’re willing to extend you this ____ guarantee.
26. No risk now, no risk later.
27. Ordering from us is totally risk-free.
28. No hassle refund.
29. Iron clad money back guarantee.
30. If you don’t ___________, we will promptly refund your money.
31. We promise that you will __________, or you pay absolutely nothing.
32. See results in ____-days, or your money back.
33. Unconditional guarantee.
34. You may cancel at any time.
35. You can always change your mind later.
36. We’re not satisfied unless you are.
37. If you’re not thrilled, then we’ll refund your money. No questions asked.
38. No questions asked.
39. You don’t pay for it unless you like it. Period.
40. If you’re not 100% satisfied, you can return it for a full refund.
41. We back all of our products with a ____-day guarantee.
42. You have my word on it.
43. You don’t risk a cent.
44. Lifetime replacement guarantee.
45. Price protection guarantee.
46. Full-year guarantee.
47. A full refund, exchange or credit.
48. You won’t find this guarantee anywhere else.
49. You must be 100% satisfied with your purchase. If not, simply return it for a full refund.
50. If you decide that you don’t like it, pay nothing and keep the _____ with our compliments.

Do you have a guarantee in your small business? Why or why not…

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What Great Customer Service is All About

The concept of “great customer service” has become an industry in and of itself. Nordstroms, Zappos, and Southwest Airlines have all built their brands on providing great customer service.

There are hundreds of books and thousands of blog posts written on the subject. And, there are even companies that will train your organization on how to provide the best customer experience.
But, at the end of the day, customer service is based on good ol’ common sense.
It’s about being helpful and nice to your customers. It’s about solving their problems when they are frustrated and offering support before they even realize they need it.

It’s treating people the way that you would like to be treated.

Unfortunately, we’ve all experienced horrible customer service. Each and every one of us has a story about a rude agent or an incredibly unhelpful store clerk.

It seems like nowadays great customer service is an an anomaly or a vague afterthought. That’s why when we do experience that rare moment of great customer service, it stands out in our minds.
Just the other day, my mom had a wonderful customer experience.

Here’s her customer experience story

“I left my purse on the floor of United Flight 1190 when I arrived in Sarasota traveling from Chicago.

I tried calling multiple people in multiple departments. With each phone call, I ended up in automated phone hell or spoke to a person who connected me back to automated phone hell.

Simultaneously, I filed a lost article report, and the next day the airline sent me an email saying my lost article was found!! Hurray!! The notice said, “Pick up your article at the Sarasota Airport and use this tracking number.” I went to the Sarasota airport (several times) and they had no idea where the lost article was and had never seen a notice like this.

I filed another lost article report. I explained that I had been told my purse was found but when I went to Sarasota airport, no one knew anything about it. I the received several more automated messages that said my article was still lost and I would be informed if it were found.

I flew back to Chicago on United Flight 1286 on October 11.

During the flight, I connected with Madrick, a friendly and helpful flight attendant.
Even though there was no reason for a flight attendant to help me with this problem or even know about the procedures, I decided to talk to Madrick.

I showed Madrick the email that stated my lost article had been found and told her what had happened since.

Immediately she sprung into action saying, “I’m going to get to the bottom of this.”

She was the first person from United who cared. Then Annie, another flight attendant entered the scene. After reviewing my messages from the airlines, Annie personally walked to Customer Service and explained the situation to them. She ended up standing in line with me for over 20 minutes.
Finally, we spoke to a Novadane Miller, the United Customer Service representative (and these people deal with complaints all day).

She went the extra mile and made several phone calls. We found out that, YES, my purse was at Chicago O’Hare and being held in the lost and found.

Hats off to these wonderful, kind and caring people. I so appreciate that there are folks like them to help forgetful people like me!

By the way, today I received another automated message from United saying that they are still looking for my lost article.”

The takeaway

You aren’t going to learn how to provide exceptional customer service through a manual.

When you help your customers solve a problem, they won’t forget you. In fact, they’ll become your biggest fans telling everyone they know about their interactions with you.

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How to Show Your Clients and Colleagues That You Appreciate Them

When people don’t feel appreciated, there’s more internal conflict and stress, a decrease in productivity, more absenteeism, lower customer satisfaction ratings and reviews and even a decrease in customers.

In fact, in the book “The 5 Languages of Appreciation in the Workplace,” co-author Paul White cites that 88 percent of employees leave their company, not for money, but for not feeling trusted and valued.

There’s a saying often heard around human resource professionals, “people don’t quit companies, they quit supervisors.” For those who directly work within customer service, the greatest loss is the customer that disappears quietly. They no longer feel valued or important so it’s not even worth their while or interest to complain.

Showing appreciation is important, yet not all of us practice that consistently with our customers, co-workers, volunteers or connections. According to a SoulPancake video, “The Science of Happiness: An Experiment in Gratitude,” showing gratitude benefits the party being thanked and the person showing gratitude as well.

Being busy is often cited as the reason there’s a delay or oversight in sharing appreciation, followed by the awkwardness, and sometimes, the perceived disingenuous feeling from delivering an automated “thank you” to someone.

Here are three pointers to consider when showing appreciation.
1. Keep it simple. Gratitude can take many forms, from gifts to phone calls, yet often the most sincere show of appreciation is one that’s simple and heartfelt. As a business owner, you might feel the need to show appreciation through material gifts, and that’s fine. However, gifts sometimes distract from the message or mask the genuine feelings that should accompany them.
Simply saying “I appreciate all you’ve done/offered” goes a long way in showing the respect you have for others. Next time you’re hard pressed for a way to show appreciation, just say it, and mean it.
Being valued and noticed are often gifts of appreciation that are valued more than any other.
2. It doesn’t have to follow a good experience. Many times, we show appreciation for the good things people do for us. Is that truly the only time to show gratitude?
There are times when a prospective client will tell you he or she appreciates your effort and yet you still don’t secure his or her business. You did a great job, but the client felt ultimately that another business was more deserving or a better match. Showing gratitude might be the last thing on your mind.
Yet, now is the time. Send back a thank-you note, thanking him or her for taking the time to consider your offering, and letting him or her know you’re always available should he or she ever need your services. Acts like that are what keep you in the client’s mind next time he or she or someone in his or her circle of associates and friends require your specific expertise. You’ll thank yourself for showing appreciation when you did.
Appreciation is focused on the person, not the act. If you’re focused on growing your connections and sphere of influence, sincere gratitude is most attractive to those you wish to connect with and cultivate business relationships with.
3. It has to start from somewhere. Good habits take time and showing gratitude is no different. If the perception you want associated with your business is that of friendliness, gratitude and humbleness, then this is an area to focus some time and resources.
It starts with one person before it translates to a business culture. Show appreciation to the people and co-workers around you. Cultivate the same in the office, and let others know that you appreciate their efforts. Gratitude has to be a strong theme in the workplace before it translates to the outside environment.

The most important part of this is that it must be sincere and communicated in a way and form that the recipient can hear. Often recognition is confused with appreciation, and they are not one in the same.

Keep in mind people do business with people. A strong, appreciative culture growing in your business will exude and become a part of your brand culture. That will be evident in every interaction with your customers.

People are far more willing to associate and do business with someone who appreciates and respects them. By focusing on showing gratitude, co-workers, colleagues, customers and others around you feel valued and important.

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