‘Laura Loves…’
This blog post is about exceeding expectations..
First, I have to confess to being a lover of Domino’s pizzas – they are my guilty pleasure!
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In the past I have complained about Domino’s on Twitter and have had responses and even received free pizzas from them! I haven’t complained about big things. One example would be that I ordered extra honey and mustard dips and didn’t get them – I got a free pizza for that and 8 dips turned up with my next order!
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The thing i like about Domino’s is that they over-estimate how long your delivery will take. This doesn’t just happen to me locally either. Last week, while staying in a hotel, I wanted a pizza. I hadn’t had one for ages and I really, really wanted one! Again my delivery time was over-estimated and they turned up earlier than they said they would.
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Now I have to say that exceeding your customers – or in your case, your patients’ – expectations is essential if you want to have a successful business.
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Every time my pizza turns up early, which is every time it is delivered, I am a happy customer – and this is something that Domino’s get right.
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(I must point out here that I don’t have a pizza very often as my other half doesn’t like them!)
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So in your practice, what do you do to exceed your patients’ expectations? This is something you need to focus on and build into your patients’ experience. This is also where the TCO role comes in nicely!
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One example would be running late. I love working with practices and putting in systems to stop this happening; yes I know sometimes it will happen, BUT what’s your backup plan to continue to exceed their expectations and outweigh the negative with a positive?
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Exceeding expectations = happy patients’ who tell their friends about you!
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