Standing Out from the Crowd

Written By Laura Allen, VP of Sales & Marketing on August 13, 2019

People have a lot of choices when deciding where to take their business. While some businesses might rely heavily on expensive advertising, doing Groupons (usually at great cost to themselves), or other gimmicks, the main component that can make your business stand out from the crowd is exemplary customer service. No matter what kind of business you're in, whether you're a healthcare provider, retailer, distributor, manufacturer, or some combination of those, people want great customer service. But what does that entail? 

1. Listen to your customers. If you're a healthcare provider, listen to your patients. People want to feel like they're being heard, especially when they're in pain or otherwise have health concerns. They don't want to feel that you're not paying attention to their concerns. 

2. Respond to messages and phone calls in a timely manner. It's irksome to contact a business and not receive any response for a week...or never. 

3. Respond to complaints in a professional manner. Always hear the customer out, and never be argumentative. While the customer may not always be right, they should feel that you take their complaint seriously and that you have an interest in resolving it to their satisfaction. 

4. Remember that your customers, clients, and patients are the REASON for your business, not an interruption of it. Greet them as if you're glad to see them, because you should be. Don't continue with some mundane task, like stocking a shelf or finishing up a report, while they wait for you to pay attention to them. Be client-centered, not task-centered. 

5. Go the extra mile...because one of your competitors will. That can be a very simple thing, like offering your massage client a hot towel for their face after they've been in the prone position. It helps clear the sinuses. One of my favorite massage therapists kept practicing until he was 85. Many times, I've heard someone say "I love Bob. He always gives you a nice hot towel at the end." Maybe an elderly client needs assistance getting on and off the table, or a person with severe back pain needs help removing their shoes, or a retail client needs help reaching something on the top shelf. 

Here at CryoDerm, we have prided ourselves on giving good customer service for almost 20 years. Like most businesses, we depend on, and appreciate, repeat business. Some of our customers have been with us since the day we opened the business, and we hope to serve them for many years to come. 

It doesn't matter if you run a clinical practice, work in a dayspa or fancy resort, or have a job taking orders over the phone. Leaving people with the impression that you VALUE their business and that you CARE about giving them good customer service will make you stand out from the crowd, and bring them back every time.