Our customers didn’t care how much we knew until they knew how much we cared. ~ Damon Richards
My good friend Brian recently told me something that I didn’t know. He said “did you know your business, Focus Express Mail Pharmacy, is NOT in the pharmacy or diabetes mail order business?”
“WHAT?? Of course it is” I said.
“No no no. It’s not!” he insisted. ” It’s in the customer service business!” He added. ” You give such wonderful customer service to your patients. You call their doctors for refills so they don’t have to, you ship overnight with no fees for shipping, you take care of all the billing and insurance problems so they don’t have to, and you accept the insurance reimbursement as payment in full so they have No Co-Pay! Most of all, everyone there talks to your patients with a smile on their face and as if they were their only customer!”
I had never thought about it that way. But, of course he was right. If everyone at Focus wasn’t nice and didn’t treat EVERYONE with the care and respect they deserve, the patients would never know about our many years of pharmacy, diabetes, and insulin pump experience. They would just hang up and look elsewhere. In fact, much of our growth has been because our very satisfield customers refer their friends, family, and fellow employees to us. That only happens with great cusomer service.
So thank you Brian for your insight! You learn something new everyday!