"All customers are partners in your mission."
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?
Jeff Dowler, CRS
Alesha A. Wilson, M.Ed.
Oklahoma City, OK
Mary Hutchison, SRES, ABR
Kansas City, MO
Richard Woodward NMLS...
Lauren Williams, CPO
Ron and Alexandra Seigel
Sham Reddy CRS
- Topic: ActiveRain Community