Ginny Hegarty

Business owners everywhere are unhappy when social networking interferes with work. Here’s an example of the tables being turned for one potential employee who may have tweeted himself out of a job:

POST: “Cisco just offered me a job! Now I have to weigh the utility of a fatty paycheck against the daily commute to San Jose and hating the work.” “TheConnor” Twitter
RESPONSE: “Who is the hiring manager? I’m sure they would love to know that you will hate the work. We here at Cisco are versed in the web.”

I left home at 6:00 am for an on-site visit with a client today and at nearly 6:00 pm I’m about 30 minutes from home and hungry. I see a Chick-fil-A up ahead and decide to stop. If you check my post in mid-January you’ll read about the commitment that this company has to fine service and exceeding expectations. I figured I’d get dinner and also see if my great experience in January was a fluke. The wait in the drive-through line was longer than I expected and I was beginning to think that even the best intentions don’t always translate into great performance. As I reached the window to pay, I was greeted with an apology for the longer than usual wait and given a courtesy card for a free meal at my next visit. Wow! They exceeded my expectations once again. I think this company is real deal.

The take away for your dental practice: Customers / patients don’t expect you to be perfect every time - but they do expect you to be aware and to care. Service recovery strategies can save the day. Is your team empowered to turn your patients into raving fans?