Customer Communications: It could be life threatening.

24 Oct

Are you dying for attention?

When I left my job, I  left a terrific medical plan which covered me at almost any doctor in town.  Luckily, I was able to get coverage from my wife’s employer, who is insured with Kaiser Permanente.

I wasn’t too excited about changing doctors and health plans, but I was due my annual physical, so I called to make an appointment.

My first experience was uneventful which I suppose is a good thing when visiting a doctor.  I met my primary care physician whom I was assigned. He introduced himself, asked me to cough, and proceeded to probe and inspect.

He was on time.  I was on time. I had no parking problems and more importantly, no health issues.

My impression of my new physician, Dr. Yates and Kaiser Hospital was OK.  Nothing to write home about nor anything to complain about.

Then, a week later, I got a surprise.

I got a “Dear John” letter but the good kind;  a follow-up letter from Dr. Johnnie Yates. He had reviewed my old medical files and was advising me, when I have the time, to come in for a tetanus booster shot. My records showed my last one was in 1986.

Make your customers (and patients) feel important. Have a customer communications plan.

Dr. Yates could have called or is the practice, his office could have called.  But they didn’t.  He wrote me a personal letter.  Dr. Yates was not only thorough but personal.

Did he actually write the letter? Probably not.  Kaiser Permanente probably has a Customer Relationship Management (CRM) program in place.  The important thing here, is that they made me feel important. Important enough to receive a personally signed letter.

In today’s super fast world of texting and e-mails, an old fashion letter makes an impression.

We have all gotten calls from the dentist and doctor’s office reminding us of appointments or of test results, but how many of us have received a signed letter from their doctor? Mind you, I wasn’t dying.

What do you think my opinion is of Kaiser Permanente, now? Same doctor, same experience but with one difference; I felt important to them.

My rating went from an OK to an A-OK. And all it took was one letter.

 Find ways to make your customers (or patients) feel important.  Sometimes all it takes is a letter or two.

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3 Responses to “Customer Communications: It could be life threatening.”

  1. Dave Amsel October 25, 2011 at 4:55 am #

    As usual, what a great post!

  2. Freda Amsel October 26, 2011 at 4:23 am #

    Alan’s short story makes a huge impact.
    “Courtesy” contributes to customer satisfaction in any business!

    • Howard Sheppard October 26, 2011 at 12:40 pm #

      Great story, and yes Courtesy is huge as relates to customer satisfaction. Another great read, thanks.

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