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Get the latest on O&P marketing
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Today's combo Firestarter and Marketing Gold
Star recipient is Laurie Saunders of ABC
Prosthetics & Orthotics.
I'm going
to let her tell it in her own words....
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Orange Mocha Frappuchino!
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Dear Elizabeth,
I am now a faithful
reader of your newsletter and blog, and found
a cute idea to share with you.
During
a recent visit to a Starbucks drive thru
(where a cup of joe costs more than my whole
lunch) they really botched up my order
good. First they rang up my credit card for
the wrong amount. Then they delivered the
wrong items. It took three people and a good
5 minutes (and some angry drivers in the
drive-thru line behind me) to finally get the
order right and my credit card charged the
correct amount.
I wasn't too upset,
it was a
nice day and I was already in a good mood,
but I was, at the very least, inconvenienced.
Once they had my order right, the barista at
the window handed me a card and apologized
for the mix-up.
When I read the card, I
thought it was such an excellent piece of
customer service, that I immediately thought
of you (wow!) and wanted to share it with
you.
The card states: "Sometimes the cup is
half-empty (drawing of a half-empty coffee
cup)... We apologize that your Starbucks
experience was anything but wonderful. We
always want to know how we can make things
better and invite you to share your thoughts
with us whenever you like. When we see you
next, please enjoy a cup of anything you
like, on us. We hope your next trip is a
better one."
Well, say what you will about Starbucks, it
worked! While I was never mad enough to
swear off my Mochachino Lattes for life, and
refuse to ever return, it was definitely an
impressive move on their part to overcorrect
the problem before it ever got to that point.
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We are rewording the Starbuck's card and
putting it to use in our own complaint
department. While we won't be offering free
coffee on ours, we will be (hopefully)
validating any concerns of our patients and
repairing the relationship before it is
ruined.
It is always our policy to speak
directly to a patient regarding complaints,
and on some occasions, we will follow up by
phone. It will now be our policy to send an
apology card to be sure that days later, the
patient feels that they were heard and taken
seriously.
I hope you find a use for
this story and can share the idea with
others.
Laurie Saunders
Office Manager
ABC
Prosthetics & Orthotics
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Feedback - Let me have it!
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Questions, Comments, Concerns, Suggestions - It's all good!
Got a minute?
Give a little
feedback!
What do
you want to read about?
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2007 Calendar of Events
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