A Wow Moment
Months ago I scheduled Five Star’s Galaxy meeting at the Ritz-Carlton hotel in Cancun. Within weeks we had booked the event solid and were making all the usual adjustments with the hotel that need to be done to make sure the event was just right for our clients and Five Star. At every turn the hotel was accommodating.
When I arrived I was greeted by Sarah and that’s when the magic really began. I’ll fast forward this for you — the hotel was perfection. Each aspect of our stay was an example of what a first-class hotel can do to make their guests happy. I was thrilled. However, it was what happened just before I left that was not only so impressive (Wow!), but instructive as well.
On the first day I arrived, Sarah mentioned that there would be a post-event interview to see how the hotel and staff performed. I didn’t think very much of it, but the day before we concluded our meeting it was mentioned again and the morning I left, I received a reminder call. I was starting to believe this was an important meeting to this company. It is, and did I learn a ton.
Antonio met me in the lobby where we sat in comfortable chairs as he asked me question after question about the hotel, their staff and my clients’ comments about the hotel. He also asked for me to rate everything on a 1 to 5 scale — 5 being the best. NOW I get it. The reason everything was perfect is this company takes detailed notes on everything experienced consumers say, and works to reward star performers and improve everyone’s performance.
So, how about this? On Day One in your office ask patients to fill out a short comment card and ask them the following:
- Were you treated well on the phone when you called for your appointment?
- Was it easy to get an appointment that worked for your schedule?
- Were you greeted warmly and by name when you entered the office?
- Did you see the doctor in a timely manner?
- Were your health concerns addressed?
NOW, collect these cards and review them with your staff, adjusting your checklists and training to produce the same FIVE STAR exceptional service that the Ritz-Carlton trains for and delivers. THAT is exactly what I’m going to do on my long flight back to Seattle: make up a checklist of what I want my staff to deliver as exceptional customer service.
Now, I challenge you to create your own “Wow” experience for your patients by sincerely desiring and listening to their feedback. Imagine the excellence you will produce – Wow!