The Customer Experience With Our Patient Coordinator
Why Is Customer Experience Important?
My first week providing customer experience as Patient Coordinator with National Hair Loss. – Brandy Lesaffre
I am 32 years old and this week (drum roll please) and I took my very first solo trip further than 50 miles to Tucson, AZ. Believe me, I know it’s totally weird. I’m 32 and have limited my travels from the Phoenix Metro area due to my irrational fear of the unknown. Well mostly fear of flat tires,reckless drivers and back sweat. Yeah, you read that right. It’s hotter than hades out there and on black leather seats, well, you get the picture!
Now, let’s talk about what inspired my trek beyond Phoenix boundaries into the Wild Wild West. For many years I found myself bound by the constraints of “limited” service instead of “boundless” experience. “Service” is a thing, something you provide (i.e a procedure or a treatment) and “experience” is how you make someone feel. Make sense? Our goal at National Hair Loss has always been to deliver unparalleled customer experience every step of the way. Each of our patients know that we are available to help them when they are in need!
I have worked in healthcare field for many years, it can sometimes seem that “customer experience” is on the brink of extinction. In my interviewing of many patients/clients/customers over the years I have found that undoubtedly they appreciate customer experience. The extra hand hold, sincere smile,phone call and reassurance is what the patient needs to be a “lifer” and an “advocate” of your business! Tossing a patient a clipboard of endless paperwork over a desk with barely a smile is not delivering customer experience. At National Hair Loss we have had the privilege of partnering with the most caring and kind medical teams and professionals. This allows us to give our patients the best customer experience possible!
Here’s the scoop on my Tucson drive ya’ll! I drove almost 300 miles round trip to deliver a personal low level laser therapy device to a sweet patient named Shirley. Having had cancer and gone through chemotherapy, Shirley reached out to find out how to regain her best hair possible. Shirley knew that we could have shipped the device straight to her door and follow up call to explain how to use her device. Yes, BUT it would not have been the same experience.
Going Above & Beyond for Patient Care
I was able to look Shirley in the eyes and sit knee to knee while sharing laughs and giving her the reassurance. Shirley was in absolute awe that National Hair Loss brought me all the way to her! Side note: I was able to show Shirley how to take her first selfie! (See evidence, couldn’t have done that over the phone.) Customer experience can literally mean going the extra mile, back sweat and all! It was our companies personalized care and attention that made her feel so wonderful. Now Shirley is confident that she can reach out to us with any questions or concerns. She truly knows that we have her back and care for her hair.
I leave you with this valuable quote that truly embodies how we at National Hair Loss feel about each of our precious patients. In the words of Mahatma Ghandi “A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. HE IS THE PURPOSE OF IT. He is not an outsider in our business. He is part of us. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
For more information on our services and to see if you are a candidate for our Hair Recovery Program please follow the link below.
Hair Loss Evaluation Survey: