Home Email Site map

Call us: +1 (303) 791 0072

and develop an effective and strategic web presence

February 2, 2010

Time is the key ingredient to good service

Filed under: Your Business — Mike Jaltuch @ 10:19 pm

I had a very interesting experience this week with my Chiropractor that I think applies to all business with respect to service. In my opinion the medical industry is notoriously bad at customer service and my recent experiences validate how important customer service is and why I will keep spending as much time as necessary with my customers.

About 5 years ago I changed to a different chiropractor due to location. This new practice was run much more like a traditional Dr’s office. Signed in with a receptionist then waited in the main lobby for a while. Finally my name was called and I was taken by an assistant to one of the small back rooms where more waiting was done. Then another assistant came in and asked about my problems, started a treatment then left. I waited alone in the room until it was done then continued to wait another 10 minutes until the Dr finally came in the room. I repeated the same story to him which I told his assistant and he briefly made some adjusted and I was on my way. The total time with the Dr was about 5 minutes.

After several visits of this I finally became annoyed and went back to my old chiropractor. The experience was much different. I walked in the office signed in and the Dr immediately came out and personally took me in the treatment room. He had me sit in a chair where we talked for 20 minutes. He spent the time to get to know me and about my problems in detail, what my activity level is like, what sports I play etc. Next he started the treatment and stayed in the room the entire time as we continued to talk. Last came the adjustments followed by some follow up instructions and then I was on my way. The total time with the Dr was exactly 1 hour.

After this visit, I could not think of anything but the extreme level of difference in customer service between the two practices. Of course, as a business owner, I do realize that the Dr who only spent 5 minutes with me probably sees many more patients per day and therefore may have a more profitable business. However, as a customer I will definitely make sure to drive out of my way in the future to see my original Dr who spent a full hour with me. In my mind there was no comparison between the two.

I have always tried to keep the same philosophy in my business. One way I do this is to never rush a conversation with the a client and also make sure the client does not feel pressured to hurry up and finish. To accomplish this we only charge for development time. Therefore, generally speaking when talking with a customer about their business or their needs this is not ‘time on the clock’. The money is made on the actual web development. The exception to this is the larger clients who need consulting where a significant amount of time (sometimes a week or more) is needed working directly with the customer.

The lesson I learned from this personal experience is to take extra care when talking to clients and make sure they feel I am genuinely interested in their web issues. If I can have my clients leaving a meeting with me and having the same thoughts I did when I left the chiropractor then I have definitely succeeded in the customer service area. Accomplish this and the profits will follow.