If you’d like to take up sky diving, would you feel comfortable investing in equipment and lessons from someone who has never jumped? Would you hire Jay Leno to anchor the evening news?
How well does your customer service team relate to your target customer, and therefore, represent your brand? You may take on an energetic teenager as part-time help in the warehouse, but would you also allow him or her to recommend bath aids or lift chairs on your show floor?
Think of the subtleties of the telephone, too. Have you ever called your business and objectively listened to how you’re greeted? That could be a lasting first impression for a new caller.
These customers (or potential customers) have made a conscious decision to contact your HME business. They will have expectations, whether it’s their first contact with you or the 50th.
Some customers are all business; others like to chat. Some know exactly what they want or need; others prefer another trusted opinion.
Put square pegs in square holes; round pegs in round holes. If you have the luxury, match compatible personalities of employees with those of customers. Many of our clients assign employees to specific customers within our HME software.
Personally greet as many customers as you can, even if it’s for a moment. Remember, you and your employees are your front lines for relating to your customers. Be certain that each interaction consistently meets your standards, and more importantly, your customers’ expectations.
