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A new business was opening and one of the owner’s friends wanted to send flowers for the grand opening occasion. They arrived at the new business site to visit and congratulate the new business when the sender read the card he had sent. It read,”Rest in Peace”. The sender was angry and called the customer service department at the florist to complain. After he had told the customer service agent of the obvious mistake and how angry he was, she replied cool and calmly with the following:
“Sir, I’m really sorry for the mistake, but rather than getting angry you should imagine this: somewhere there is a funeral taking place and they have flowers with a note saying ‘Congratulations on your new location’.”
Where others may fail in customer service we excel. I want to remind everyone that although we feel we are the best trained and skilled Therapist in the business, if we fail to serve our customers, we still fail and are lumped in with everyone else.
Here are a few “Pearls for serving our Patients” that we live by at First Choice Physical Therapy:
- Customer service is either good or bad. There is no in-between. We don’t choose good, we choose Awesome!
- If we provide only 99% satisfaction to our customers, a million transactions mean 10,000 unhappy customers! We choose 110% satisfaction!
- We measure response time in minutes, not hours.
- Customer service is not a department, it’s an ATTITUDE!
- Awesome is as Awesome does! ~ Modified from Forrest Gump.
This is my overall favorite customer service quote. Everyone knows that I love Disney World and I have modeled our customer service after the Disney Customer Service attitude. Ole Walt was on target when he said:
“Do what you do so well that they will want to see it again and bring their friends.”
~ Walt Disney
To all of our patients and friends we appreciate the opportunity to serve you with the utmost care and customer service in the business. To all of our prospective customers we would love the opportunity to serve you, your friends and family with same great care.
To Your Health
Dr. Wade M. Rinehart, PT, DPT
Doctor of Physical Therapy
First Choice Physical Therapy