The Art of Customer Service

Posted by on Jun 1, 2003 in Article, Published Works

The Art of Customer Service

It begins with “hello” and never really ends. I had not walked 30 feet into the hotel before three different employees greeted me: the valet, the doorman, and the custodian. Each person looked up from the task at hand to say hello and smile. Was it because I was wearing a suit? No, it was because the hotel was the Four Seasons. This greeting had a tremendous impact on my entire experience at that hotel. That initial encounter set atone for the rest of my visit that magically rubbed off on everyone in the business meetings… Tags: Four Seasons, task, Customer, Customer Service,...

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A Strand of Pearls

Posted by on Jan 11, 2003 in Article, Published Works

A Strand of Pearls

Providing excellent customer service requires patience and dedication, but it yields an enduring reward. Just recently, I was inspired by the story of how a single grain of sand naturally transforms into a beautiful pearl. It’s a fascinating process in which the tiny grain reaches an oyster and becomes an irritant to its bed. Slowly and with great patience, the oyster coats the irritation with a substance called nacre… Tags: Service, Customer Service, Refractive Practice, Marketing, time, Customer, refractive Download the full article   ...

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Turn Your Practice “Inside Out”

Posted by on Sep 1, 2002 in Article, Published Works

Turn Your Practice “Inside Out”

Changing your marketing focus from extensive media campaigns to superior customer service may reverse sinking LASIK volumes. The US refractive market seems to be caught in a holding pattern. Doctors and industry people are sniffing around for answers as to why procedural volumes are down and consumer interest does not seem to be growing. We tend to point our fingers at big external factors, such as negative publicity and an economic slump, which have reinforced the challenges of marketing… Tags: Customer Service, Customer, Service, US Refractive Market, Challenges, Your Practice,...

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