Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. By the way, at […]
Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. By the way, at the end of this article, I’ve shared a very important call-to-action for you. Be sure to read the entire article – or at least the last paragraph.
For those that didn’t read the article or watch the video, Dr. Neil Baum is a world-renowned urologist. He not only prides himself on being an excellent doctor, but he also prides himself on delivering a great patient experience. I’m sharing his personal promise, and as you go through this list, keep in mind three things. First, this is a promise about the experience you’ll get when visiting his office, which is all about customer service. Second, notice how he’s working convenience into the promise, like how he arranges for prescriptions to be waiting for you when you arrive at the pharmacy. Third, he obviously cares. How many doctors give you an email address and promise to respond the same day?
Now, here is Neil Baum’s Personal Promise:
Here is your assignment. Look at this list and answer the question, “If I were his patient, what would I like about this?” The question becomes important when you ask the follow-up, “What can I take from this promise and apply to the way I treat my customers?” Maybe it’s time for you to write your company’s version of Dr. Neil Baum’s Personal Promise.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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