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ESSENTIALS
OF DELIVERING SERVICE
by Dr. Brian S.
Oswald
Our English word service is derived from the Latin word servitium, which
means servitude. Webster defines servitude as a lack of personal freedom
in subjection to an owner or a master. The word service therefore could
be defined as delivery of something valuable to a person with 100% of
their needs and desires being met without our own personal
considerations.
When clients contract with us for a fee, we are in essence in subjection
to them. When clients pay money for a service, they have the right to
expect the best that we can deliver to them. There have been many
patients that I may have not liked their personality, however that did
not change my desire to fulfill EVERY desire and need they had. My
minimum obligation to them was to provide the best health care possible.
Think about the services that you have received in the past. Think about
the times that you were disappointed and the times that you were very
pleased. Without question, the people that provided excellent service to
you were the ones that ALWAYS put your interests first. Undeniably, the
key ingredient to providing for you was their unrelenting desire to
accommodate your every desire and need. People in the service industry
that have accomplished this have developed a special relationship and
bond to you.
What can we learn from our past experiences as we deal with our clients
and patients on a day to day basis? The Number One principle of
providing excellent service is that we must realize that service is
synonymous with building a relationship. Relationships cannot flourish
without the proper communication. We need to talk to people on a
personal basis. We need to find out what their desires and needs are. We
need to understand them on an emotional level. They need to know that we
understand them and that we will do anything possible to service their
needs. The bottom line is that if we can provide more than they expect,
we will build a relationship that can last a lifetime.
From a business growth perspective, when we provide consistent top-notch
quality service with the hidden agendas and with sincerity of heart, our
practices will expand more rapidly than we could ever imagine. Why does
this happen? Clients will be so overwhelmed with your generosity that
they will tell many friends and family about you not necessarily your
product. People come to your practice because of you not because you
have a new technique or instrumentation. Our mission in our business
endeavors should always be to improve out client’s life. That can only
be done if you are a person committed, above all costs, to provide
service that is second to none.
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