Is Doing A Good Job Enough?

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Education & Training with Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals.


"All customers are partners in your mission." 
-Shep Hyken

I have a dilemma. I've been wrestling with how to write this post because I don't want to come across as a prima donna.

I have a chiropractor who I've been going to for several years and love what he has been able to do for me and always makes me feel like a special client. I've written a testimonial for him more than once.  He also has a physical therapy department which I never had cause to go to until recently.  My primary care physician recommended a different physical therapy service provider, but I requested to be referred to the PT at my chiropractor's office.  I was excited to be able to support his PT department, and he was appreciative that I had requested them. They worked me into their schedule very quickly.

I went to the first session and was very pleased with the treatments provided.  What I wasn't pleased about was that the physical therapist spent the entire time talking to the male staff members about basketball.  He was administering the treatments but hardly said a word to me. I did go back for a couple more sessions with the same experience. After that, I felt my knee was doing well enough I didn't need to go anymore.  The truth is, I would have kept going if they had tried to make a personal connection with me.

Should I have been satisfied with good treatments?  Am I being unreasonable to expect some direct interaction from the PT and his staff that indicated they even cared about me?

Is doing a good job AND making your clients feel valued all part of the big picture of good customer service?  Or, are they mutually exclusive?  Can you be successful with one and not the other?

Something to think about. 

I will continue going to the chiropractor and recommend him because I love his treatments and his personal interaction with me.  I probably won't go back to the PT department, though.  

So, what is my dilemma?  Do I tell the chiropractor about my experience?  Or do I just keep going to him and not say anything about my impression of the PT department? 

What say you? 

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"The best way to predict the future is to create it!"
- Peter Drucker

"Information is FREE. Knowledge, Experience & Integrity Are Priceless."

-Carol Williams

Retired: Real Estate Broker/Owner, Property Manager 
Coaching, goal setting and marketing consultant by appt.

Active: Golf & Travel Blogger
"Golf isn't a sport. It's a lifestyle."
SeniorWomenGolfers.com
TopTeamCarol@gmail.com


 

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Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Mike Easton 07/19/2019 07:25 AM
Topic:
ActiveRain Community
Groups:
The Art Of Marketing You
Bananatude
Crap-Tacular
Old Farts Club
Tags:
customer service
good service

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Rainmaker
372,781
M.C. Dwyer
Century 21 Showcase REALTORs - Felton, CA
Santa Cruz Mountains Property Specialist

You're not being a prima donna - talking to other staff exclusively and not addressing you during all of your entire treatments feels rude to me.     Let the owner of the business know!

Jul 18, 2019 08:32 AM #48
Rainmaker
509,546
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

When I first meet a potential client, I always try to  make that important personal connection. Sometimes it's easy when walking around the house--noticing a photo from a place we've both visited or a book we've both read.  With buyers , I ask about their lifestyle--pets, kids, travel, etc.

Jul 18, 2019 09:34 AM #49
Rainmaker
1,223,014
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

I suppose that depends on your definition of "good job", Carol Williams.  From your explanation, I would say that, while the therapist met the needs of your physical concern ... they did NOT meet all your needs.  And by not doing that, they may have placed your physical needs back in jeopardy ... as you stated that you quit therapy earlier than you might have otherwise.  I don't think it's too much to ask that you have their full attention during your time together.  And as so many others here have mentioned, you would expect nothing less of yourself while conducting business with your clients.  JMO ... but I think the answer is clear and you have the relationship with the Chiropractor to bring this to their attention.  You'd want to know if it was your business, right??

Gene

 

Jul 18, 2019 10:16 AM #50
Rainmaker
385,248
Marney Kirk
Cummings & Co. Realtors - Towson, MD
Towson, Maryland Real Estate

Carol, I would talk to him because he needs to know why you wouldn't go back to them. He seems to understand personal relationships, and would most likely be disappointed in your experience on the PT side - and want to correct it.

Jul 18, 2019 10:44 AM #51
Rainmaker
2,444,800
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

In the food business 3 things stand-out. 1. Service 2. food 3. ambiance. If you get all three fine. If one and that's the one you want...then fine. I go to places for the food at times and for the service other times. Ambiance when with wife. Same with this chiropractor or other serves. Why did you go there? Do you get what you wanted? Were promises kept? Keep it simple and you will become carefree something that alludes the many. Quality of life is no myth

Jul 18, 2019 01:35 PM #52
Rainmaker
401,223
John Wiley
Right Move Real Estate Group- EXP Realty - Fort Myers, FL
Lee County, FL, ECO Broker, GRI, SRES,GREEN,PSA

Carol, thanks for getting our brain cells engaged.

Let's say that you were a person who only cared about good service but having a personable therapist was not important. So you go to this PT and the service was good. You have a friend that needs a PT, so you recommend the one you go to. Your friend on the other hand not only wants good service but a personable PT is important to them. They do not find that combination at the place you recommended. So your friend does not go back. In the future your friend needs a Chiropractor, but because of their negative experience at that practice, they go to another Dr. 

If I were the Chiropractor I would gladly receive feedback about the PT that is associated with my office. It could cost me business to have a negative review about the PT.

Thanks for sharing.

 

Jul 19, 2019 03:41 AM #53
Rainmaker
1,308,735
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Kat Palmiotti 
I think you're right.  That is my inclination and it seems to be a consensus among the Rainers.  Thanks for your input.

Jul 19, 2019 04:29 AM #54
Rainmaker
1,308,735
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Ron Barnes 
Do what is "necessary" and "expected", eh Ron? 

Jul 19, 2019 04:30 AM #55
Rainmaker
1,308,735
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Rose Mary Justice 
That sounds very similar to the first part of my sessions!  After initially being told what to do they left me to complete the tasks. When I came back for the next sessions I was expected to do the tasks before even seeing the PT.  I suppose they're trying to service more patients with limited staff.

Jul 19, 2019 04:35 AM #56
Rainmaker
1,308,735
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi M.C. Dwyer 
Although they are quite nice people, I felt it WAS rude. 

Jul 19, 2019 04:37 AM #57
Rainmaker
1,308,735
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

HI Mary Hutchison, SRES, ABR 
I think most people do appreciate that personal connection.  There are a few people who are "all business" and have no interest in that but, for the most part, I think it's pretty darned important.

Jul 19, 2019 04:43 AM #58
Rainmaker
1,308,735
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi 
Yes, I would want to know!  And, you're right by not taking care of my personal needs they jeopardized a more speedy physical recovery.  Great point you made.

Jul 19, 2019 04:48 AM #59
Rainmaker
1,308,735
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Marney Kirk 
Yes, he does understand that personal connection and I'm surprised he doesn't see what is happening in the PT department.  Perhaps he is pleased with the connection among staff members and doesn't realize how it is being perceived by the patients.

Jul 19, 2019 04:50 AM #60
Rainmaker
1,308,735
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Richie Alan Naggar 
That is an excellent analogy.  It's all in what you want the experience to be. Some are happy with the fast food experience... in and out... and some want the whole experience, don't they?

Jul 19, 2019 04:52 AM #61
Rainmaker
1,308,735
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi John Wiley 
You bring up a great point about referring people.  It's like real estate. Matching personalities AND expectations is important. Thanks for your input.

Jul 19, 2019 04:53 AM #62
Ambassador
1,922,073
Hannah Williams
Re/Max Eastern inc. - Philadelphia, PA
Expertise NE Philadelphia & Bucks 215-953-8818

Carol Williams  I am a big one for telling it like it is. So That is my answer.So Glad this was Featured in Bananatude as have been out of the loop searching for my voice as it has run away from home-- right now it comes and goes has not decided if it wants to stay 

Jul 19, 2019 04:16 PM #64
Rainer
140,898
Robin Wells
RAW Chimney Sweep and Inspections - Penetanguishene, ON
Giving Peace Of Mind One Chimney At A Time

Thanks for post.  Well some may get away with "Doing their job".. but it is not enough sometimes.  It i about doing what is expected at times.. meeting or exceeding expectations - regardless of your job.

Jul 19, 2019 05:22 PM #65
Ambassador
3,965,604
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Carol:

I suspect we have all had similar experiences - I certainly have and can relate to yours. I would definitely pass along the feedback. I would definitely want to know if it were my business or if I was doing something that was annoying my clients.

Jeff

Jul 20, 2019 10:56 AM #66
Ambassador
1,836,417
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

I'm certain your chiropractor would want to know, especially since he gives you excellent customer service. Ignoring someone while working on them seems pretty rude. 

Jul 20, 2019 11:06 AM #67
Rainmaker
63,791
Ricardo Mello
Manhattan Miami Real Estate - Manhattan, NY
Manhattan & Miami Real Estate Agent

Interesting analogy Carol!

Jul 26, 2019 01:33 PM #68
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Carol Williams

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