Benjamin Franklin was quoted as saying, “The bitterness of low quality remains long after the sweetness of low price is forgotten.”
Nowadays in the commercial sales arena, we see the quality of many services and products going down in order to keep the price as low as possible, and we feed into that by buying but then complaining about the quality not being as good as it used to be.
As fee guides for most professions do show an increase each year in order keep even with inflation, it is important at the same time to keep the level of service and quality of treatment at the same or even higher level. Always work to exceed what your clientele expects.
With healthcare practices, quality is of the utmost importance and is held in the uppermost part of the mind for most professionals because:
(a) They are trained to be able to deliver top quality;
(b) The patients or clients are paying for the highest quality possible, not so-so service or no service;
(c) They will lose patients due to poor quality service (in any area of the practice);
(d) They will get more new patients coming to them by referral; and
(e) It is part of their moral fibre to deliver THE BEST!
Howard Shultz, Starbuck’s founder, is famous for his fanatical passion and pursuit of quality. And that company reigns supreme in the coffee industry internationally as a result.
In a practice, the whole team is responsible for the delivery of the highest quality possible. This includes how the phone is answered, how the patient or client’s concerns are dealt with, how the person is greeted upon entering the practice, how each provider interacts with the person, how good a quality treatment is delivered, how the patient or client is collected from after treatment, how the person is rescheduled and followed up on when it is time to return. Passion for perfection is a good motto for one and all to embrace in a practice.
Additionally, an article published on Inc.com is titled, “Starbucks is a case study in the art of perpetual renewal.” And this is something that the whole team in a practice can be involved in and with. A staff meeting could be held and each team member should come prepared with ideas for their own and other areas of the practice as to ways the service and care levels could be increased. This should be an on-going effort on the part of all team members.
Find your passion for perfection and go ahead and work to achieve it for real.
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