Play Fair for Long Term Clients and Increased Results
photo credit: HikingArtist.com
Outrage is good neither for the client or the provider!
Your business is dependent upon outstanding customer care. Without it, clients will not return. If that’s all that happened, that would be the good news. When poor care and unfair play are delivered, bad word of mouth travels very quickly hurting your reptuation and your brand. Your marketing communication message is, “I don’t really care”.
The following story was relayed about a medical service provider who operated with greed when sending bills to “Joan”:
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The medical facility’s mamography equipment was not up to date so after a questionable mamorgram in Joan’s local town, she had to take a 30 minute drive to another town where they had better equipment.. Joan was billed several hundred dollars for the second mamogram.
According to Joan, it was the prover’s problem their equipment was not up to par, not hers.
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A year later, without saying a word, Joan’s doctor provided 3 squirts from a dry freeze container to remove a tiny growth. The billing department sent a bill showing the retail value for the 3 squirts at $450
Joan shared that no mention of a fee was ever made, so it appeared the squirts were included in the visit, just as it always had been with a previous healthcare provider. She was stunned upon receipt of the bill,
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Due to mishaps at the medical facility including lab results getting lost, Joan no longer felt secure if surgery were required somehwere down the road. So she secured new coverage from a different organization. The new monthly fee was 30% less for better coverage.
Joan called on August 3 to cancel the first coverage. She was told to pay for the entire month of August to which she offered to pay for the first three days, otherwise, it would be extremely unfair. After 2 minutes of silence, the charge was waived.
