RICHMOND, Ky. — Customer service is a top priority for many businesses processing linens for the healthcare industry. When providing this service, it is important to go “above and beyond the call of duty,” says April Palmquist, RLLD, business development manager at Angelica Corp.
Eva Granado, CLLM, RLLD, linen distribution manager for Texas Health Harris Methodist Hospital, illustrates the importance of providing good customer service to hospitals and healthcare facilities, saying companies should “never fail to astonish the customer.”
Palmquist and Granado elaborated on this topic in their Association for Linen Management (ALM) webinar titled Proactive Customer Service.
PROACTIVE CUSTOMER SERVICE
Regarding proactive customer service, Granado says that “if there was ever a time to be available for your customer, it’s when there is a breakdown.”
Informing your customers about any potential problems with production and what is being done to resolve the problem is key, according to Granado, because “the last thing people want to hear is an excuse.”
She adds that you especially want your service to be “proactive” and “well oiled” when things go wrong. Bad service in an emergency can put a “strain on the relationship.”
And if you happen to know ahead of time about potential interruptions or other issues, inform customers in advance so they are not “blindsided,” Granado advises.
Additionally, it’s important to provide education to your customers on the linens. This develops trust between you and your customers so that if problems arise, they will come to you about it, Granado explains.
OPPORTUNITIES TO PROVIDE ADVANCED CUSTOMER SERVICE
Palmquist reminds businesses that nursing staff members will typically have weekly or monthly meetings. These meetings can be a perfect opportunity for businesses to communicate issues, plan ahead and gather data from the staff.
Like Granado, Palmquist stresses that product education is important, not only for customers, but for your own business.
“By providing education, you are not only improving your customer service, but you will additionally see how the linens are being used and why [they are] used in such a way for the patient,” says Palmquist.
A few examples of product education ideas that companies can implement are in-services, linen education days and linen “tips of the month.”
Palmquist says the tip of the month is an especially effective way to “share tidbits of information,” and that she has seen nurses use the tips as their computers’ screen savers or add them to their newsletters.
Customer complaints should be used as a tool to find where your business’ shortcomings are. “It’s critical for your team to learn your weaknesses and improve upon them daily,” she says.
Lastly, adjusting par levels helps customers use your products more effectively. But before you do so, it’s crucial to gather data and let the customer communicate to you what your boundaries are with them, and find out what concerns they might have.
“By being proactive, your customers can trust your judgment and be more apt to try out what you are suggesting,” says Palmquist. She also reminds businesses of the need to understand seasonal adjustments.
“If you can bring [seasonal adjustments] to the forefront of the customer before they bring it to your attention, they are more apt to trust you and it brings your customer service up a few notches.”
Granado concludes, “Good customer service is the window to the facility or organization that you work for. If you talk to people, in person or on the phone, like you do a friend or a family member, they will keep coming back to you.”
Miss Part 1? You can view it HERE.
Have a question or comment? E-mail our editor Matt Poe at [email protected].