I Just Had to Write About It

I had a meeting scheduled today with a client and while waiting, I overheard the receptionist/business manager tell a vendor, "Well, Dr. X can't see you today, he's too busy!" While the physician may be running late in the schedule, it struck me odd that the vendor was the recipient of the outburst...in front of waiting patients no less. I asked this person, "What gives?" Her response was, "Well, he's just a salesman!" Her response to me makes me wonder two things:

• Where does customer service begin and end? Is customer service excellence reserved only for paying customers and not for other business contacts with the ability to refer new business to the practice, and
• Is this the response the physician would expect of his/her receptionist? I suspect not.

Most medical practices provide good customer service, but too often, they overlook the referral opportunities that happen nearly every day. Think about it, vendors and sales people live and work in your community. Why would you ever choose to treat them so curtly and with little respect? Believe it or not, medical salespeople are always asked for a referral by a family member or friend, and believe me, they do make recommendations to these acquaintances.

There are times that salespeople come to your office when you simply do not have time to see them. That is understandable. Extending solid customer service to salespeople and other vendors is not that hard. In fact, it's simple. A smile and kind word, a simple explanation of the day's circumstances is all any vendor needs. Demonstrating the courtesy they deserve is no more than what we would expect. Extending your customer service efforts to paying customers and other business contacts is just good business.