Raising the bar

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funny thing happened to me today when I walked into a health clinic.

Ok, that’s not the start of a joke, but it’s a true story.

I was suffering from inflammation in my elbow, and those around me know my aversion to visiting the doctor. Still, they urged me to visit a clinic to get it looked at, as clearly something was going on.

I searched for a walk-in clinic near my offices and found one close by that had some amazing Google reviews.

It was rated 4.8 out of 5, based on 22 Google reviews. This seemed like a good place to start.

I resigned myself to the idea that I’d probably be stuck spending most of the afternoon there: waiting in worn, uncomfortable chairs, with old dog eared magazines, with dozens of coughing, wheezing people, making me feel more sick than I was when I arrived.

Instead, I walked right to the counter, and was greeted by a professional and friendly assistant., I filled out a quick form, and minutes later she escorted me to a room to wait for the doctor. Within two minutes, he arrived, diagnosed my elbow, and started to write up a prescription.

Most other clinics I’ve been to restrict you to “one ailment per visit,” so — although I was hesitant to bring it up — I also asked him to check out my calf, since I had strained a muscle playing softball. He checked it out, gave me some advice, and sent me on my way.

I was waiting for a scribbled piece of paper torn from his note pad, but he said the prescription had already been sent electronically to the front of the clinic. Wow. Cool. Technology improvement. No more indecipherable hand-written doctor’s notes.

When I strolled into the waiting room, a friendly pharmacist called out to me.

“Hello Mr. Phillips. Want me to fill your prescription?”

It was already printed out in front of her.

The key takeaway is that, as companies keep raising the bar on providing excellent customer experiences, our expectations continue to rise.

“Sure, that’s great.”

I handed her my insurance card and she handed me a coupon for a complimentary coffee at the fast-food restaurant next door.

“Here’s a coupon for a complimentary coffee. We’ll have the prescription ready when you get back.”

And they did. Wow.

I walked out and thought: “Am I dreaming?”

This experience was completely at odds with every other experience I’ve had at a walk-in clinic. They respected my time, and made it effortless for me to conduct my “health business” with them. I’ll be back.

How does this relate to the world of dealerships?

Well, it’s yet another example of how using the right mix of people, process, technology, and respect for a customer’s time, can win friends and fans.

I called my friends and told them about it. I wrote this editorial. I even wrote a Google review and posted it on their website to add to their glowing list of positive comments.

The key takeaway is that, as companies keep raising the bar on providing excellent customer experiences, our expectations continue to rise.

Has anyone left your dealership recently and called people to talk about it? Have they rushed back and posted positive reviews on your website?

I really hope so, but if not, think about how you can elevate your game. It’s people, process, technology, and courtesy. You can do it!

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