As I have travelled the country over the past several weeks visiting with customers, I was reminded of quote I recently heard, credited to, John Russell, president of Harley Davidson, “The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.”
When I have the opportunity to speak with customers, or potential customers, I most often hear the following – a truly satisfied customer is one who recognizes that we anticipate their needs, provide key and timely opportunities to save money, and improve processes and services in a proactive format. When a customer truly recognizes good customer service, the following attributes are mentioned:
- You understand my organization and goals
- You very promptly respond to my questions or inquiries
- If you don’t have the answers immediately, you know where to turn for the answers
- You proactively seek out opportunities for improvement, not waiting for me to identify a need for help
The difference is going the extra mile vs. just doing enough. When I hear about those who consistently do this, I can point to those in our organization who are truly successful.
My personal goal for Intalere is to always go the extra mile. To offer another quote, this one from former Dallas Cowboys quarterback, Roger Staubach, “There are no traffic jams along the extra mile.”
The Intalere approach to providing the best customer service has always been to listen and understand the customer’s needs, create an agreed upon plan of action and deliver more than expected. Use our data and tools to find the opportunities to exceed the cost reduction goals of our customers. Connect members with our value-based purchasing tools, so they can stay ahead of the curve in the accountable care environment. Engage our field specialist team on-site with members for practical answers to their most pressing needs and give them the educational resources to continue to grow and thrive in their service to patients.
When you operate in a very competitive environment and the differences in product and price are small of negligible at best, excellent customer service truly makes the difference. I find it’s the real “value” that customers appreciate the most.