Kathleen's Blog - January 25, 2022
January 25, 2022 at 5:00 AM
<strong><span style="color:rgba(178, 150, 199, 1)">Kathleen&#x27;s Blog - January 25, 2022</span></strong>

During these unprecedented times, have you found that customer service has met an all time low?

With almost every engagement I have had over the last while (with many different situations and services provided), I have left disappointed in the way I felt during the whole experience.

Sure, there are many industries who are suffering because of the lack of supplies and staff; however, even if you have to cut back a service or product because of the lack of supplies or staff, they can always make up for this by the way they treat their clients or customers and essentially how they can make one feel when they leave.

For instance, yesterday I went to a store to look at eye glasses. The experience started off rocky. There was a sign on the door that said for me to wait to be let in. Which is fine. I waited. But then I was greeted by someone who wasn't welcoming. Who spritzed hand sanitizer in my hand and greeted me with "We don't sell glasses like we have in the past. You come in, you can only take 6 glasses and do not touch a thing unless you put it in your tray." One last spritz, door opens and in I went.

She should have said, Welcome to ____! We are happy to have you come visit our store. Things have changed since you were last here....and continue on.

The examples could go on an on, and I am sure you have experienced it and have stories of your own! When I met with some friends in early November, one of the topics of discussion around the dinner table was on how the experience and customer service has declined.

Today, I went for a crown prep with my dentist at Credit River Dental Centre and I was so impressed with the way I felt before, during and after the experience. I was feeling quite anxious about the appointment as I haven't had dental work done in a long time and my last appointment many years ago, with a former dentist, didn't go so well.

This morning, the receptionist greeted me with a smile (smiley eyes behind the mask). She said my name, which personalizes the experience and showed me they expected my visit (rather than Your Name Please?), asked me the Screening Questions and took my temperature. She instructed me where to sit and let me know that the room was ready for me and I would be going in shortly. Dr. Lee took the time to talk and let me know what to expect. As a distraction, they set up the TV for me and made sure that I was comfortable throughout the appointment, offering me breaks every minute. They told me what to expect every step of the way. When I was dismissed the receptionist explained the breakdown of costs and scheduled my next visit. They shared what I can expect over the next couple of hours and what to do and not do over the next week.

I left feeling relieved and actually enjoyed the experience! The anxiety that I thought I was going to have throughout the entire appointment quickly disappeared once I entered their doors.

As I am typing this Dr. Lee just called to check in on me. This is the After Experience :)

Now is the time where we can really Wow our clients because they aren't currently getting wow'd in other places!

You are creating loyal and lifelong fans who will remember you for the way you cared and will share their experience with their friends and family around the dinner table.

Thank you for reading and have a great week ahead. Please take a look below for what is coming up!

Kindest regards,

Kathleen