Here is the sixth in a series of insights from Michele DeMeo, former CS Director, HPN Editorial Advisory board member, FDA special employee, product developer and independent consultant. Michele can be contacted via LinkedIn.
Our customers have always come first. Our special profession has always taken pride in delivering the best service possible, regardless of our role in healthcare over the past 50-60 years. We have come a long way and our customers have changed, too.
To be able to deliver the right type of service, we must have a good grasp of what our customers are looking for in services. Likely, it is not what we might be thinking or it has since changed from what was desired, appreciated or even needed from the past.
Here are some ideas to re-group and focus on how to keep current with customers:
· Review and determine who your current customers are now. They have likely changed over the years, slowly, yet more expansively than originally thought. They might include doctors, nurses, patients, physician based offices, specialty centers, etc.
· Create a broad list of who your customers are.
· Ask each set type what they value in service.
· Solicit input from non-customers on how best to serve others to gain untraditional vantage points that may end up complementing your service line.
· Invite your customers to special periodic panels to stay ahead of their needs.
Yes, there are so many more active tasks to do to help you better gauge what your customers need and deserve, but this is a good start.
Complement this list with one of your own. You know your business best! Before you know it, your customers will begin to view you differently, as people or a department that not only delivers care or service, but one that cares!
About the Author
Michelle DeMeo
Michelle DeMeo,CPSDT, CRCST is an independent consultant and retired HPN Editorial Advisory Board member.