Today we had an internal customer service session called "Give Them A Pickle". I will admit, that before I went in, I was apprehensive to what that had to do with customer service. We watched a video about a man named Mr. Farrell who has a chain of restaurants called Farrell's Ice Cream Parlour. He used to receive hundreds of letters from his customers, but one that stood out in his mind was a letter he received from a man about the service he had received. Apparently this particular man came to the restaurant often. He always asked for an extra pickle with his sandwich and was given it without hesitation. One day he went into the restaurant and asked for the extra pickle. The waitress told him she would have to charge him an extra $.75 for a side of pickles. As you can imagine, the man was not happy about being charged for something he had always been given for free. The man stated in the letter he would not come back to Mr. Farrell's restaurant. When Mr. Farrell read the letter, he was dismayed. He sent a letter of apology and coupons to the man in an effort to keep his business. He then went to his staff and told them to continue to give the extra pickles, if that's what the customer wanted. He coined the phrase "Give them the pickle" when it pertained to giving anything extra to satisfy the customer. Since the customer service session I have been thinking about what Bradford Scott's "Pickles" are. We deal with a great many customers everyday and always try to exceed their expectations. Some "pickles" we provide are:
- Quick call back time (under 8 minute average)
- High percentage of calls closed the same day
- Creating personal relationships with our clients
- Helping our clients with their billing issues
- Helping our clients maximize the use of there EHR and Practice Management Systems
- Helping our clients maximize the security and organization of their Patient Medical Records through suggestion on how to better handle the day to day operations of their medical practice
Here at Bradford Scott, we care about you as our customers and how to make your job easier. But, what about you as a provider of service? What can your "Pickles" be? I challenge you to look at this and see what you can do in your own practice to provide excellent customer service to your patients. After all, they are the bread and butter of your operations. What goes better with bread and butter then pickles?
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