Medical Alert Services: 5 Ways to Spot a Customer-Focused Company
Carli De La Cruz
September 23, 2013
These days it can be really tricky for seniors and their families to choose a medical provider, as there are literally dozens upon dozens of companies out there vying for your attention. This is especially true with the growing presence of internet, TV, and radio advertising.
Recently, there has been a shift in the business world toward a more customer-oriented model of service. Just having a popular product isn’t enough. Customers want companies who actually care.
We have all heard of companies that have strong reputations for excelling in customer service. Nordstrom, Zappos, Google, and Apple, are just a few examples among many. So what is it that separates these guys from the pack? Let’s discuss…
We are going to arm you with some simple ways to spot a customer-focused company.
1.) They are willing to change and adapt with differing tastes and evolving technology.
A customer-focused company asks for feedback from customers to better their experience. They will listen to suggestions and do their best to implement those changes in order to meet demands. They also stay up on the latest technology to offer customers the latest and greatest products.
Google and Apple are foremost in our minds when thinking of companies that consistently stay ahead of the curve in terms of product offering. They are constantly innovating new technology and even provide little teasers of their upcoming products to get the customers interested before the products even hit the shelves. In addition, they are always updating and improving their existing software to make it more user-friendly.
Here at Bay Alarm Medical, we try to stay ahead of all the latest technology by bringing our customers a mobile-friendly website that is designed to be easy to navigate for the user. We also listen to the changing demands of our customers and try to implement changes to best serve our customers.
In fact, we have received so many requests for a cellular medical alert system, that we are currently testing out a new cellular-based model at this time and are planning to present it to our customers in the upcoming months.
2.) They consecutively provide outstanding customer service.
This one is kind of a given. If a company is doing something right, customers will naturally want to share their experiences with others. People want to feel that their time is valued and that the company legitimately cares about their needs and concerns.
Nordstrom is first in our mind when we think of great customer service. Allegedly, they once allowed a customer to return a tire, of all things. This is remarkable as they don’t even sell tires! People love this story because it shows just how dedicated they are to going above and beyond to please their customers.
This kind of service breeds loyalty among customers and leads to a strong client base. Nordstrom aims to establish relationships with customers on each visit, and this makes those same customers likely to return again and spread the word to their friends and relatives.
Afterall, who doesn’t enjoy being greeted by name, and having an associate remember the exact styles and brands that you like?
We offer our customers a personalized experience as well by creating Customer Information Profiles for them. When a user presses their emergency button, our dispatchers greet them by name and then ask if they are ok. They know exactly who the user is, where they are, and what their emergency instructions are.
Our customers set their own emergency protocols. You can read more about that here.
3.) They are completely transparent.
Another hallmark of a good company is transparency. For example, there should be complete transparency of company policies. They would want to share with their consumers the way that they choose to do business.
Zappos shocked the retail industry when they published their company culture in a book, the Zappos Culture Book. Zappos’ CEO Tony Hsieh wanted to have a manual available to ensure that potential employees would be a good fit for the company and with the clients that they serve.
Hsieh had all the employees write about what the culture meant to them: the good, the bad, and the ugly. They then published the book and made it available to employees, vendors, and even curious customers.
Here at Bay Alarm Medical, we try to incorporate this ideology of openness with our clients as well. We provide clear, upfront policies so that you’ll never be in the dark as to what exactly you’re signing up for. What you see is really, actually, what you get. No surprises here!
We aim to help you make the best decision for your loved one when it comes to selecting a medical alert system. We give you all the resources you need to make an informed decision, instead of just pushing you to buy from us. We’ll help you figure out what to look for when you are considering a medical alert for a loved one, even if you don’t end up choosing us.
We also strive to keep our customers in the know. When we learn something new, we share it with you. This is clear if you have ever visited our medical alert blog. We do our best to keep your updated on all the latest happenings in the medical alert industry & all the buzz in senior health & wellness.
4.) You always get a live person when you call (or LiveChat).
Raise your hand if you have ever tried calling a company and had to listen to an extremely frustrating robotic voice. I would be shocked if you didn’t just raise your hand. We’ve all been there, unfortunately.
A customer-focused company will always try to maximize customer comfort by promptly helping them get the assistance they need. Therefore, you will always get a live person to talk to on the phone.
A lot of companies on the pulse of customer service industry demands have now started offering a LiveChat option on their website. LiveChat allows the customer to instant message with a live representative from the company.
This drastically reduces customer wait time on the phone, and you get instant answers to your questions. It’s a great option if you don’t have a lot of time or you just have one or two simple questions that you want answered.
In addition, we’ve just moved to a larger building so we can increase our staffing to meet the needs of our rapidly growing customer base.
5.) They don’t use aggressive sales tactics.
A customer-focused company won’t hammer you with aggressive sales calls or request your private information before answering your questions.
Furthermore, instead of trying to sell you, a company that’s focused on customer satisfaction, will ask questions to discover what you really need. They will be happy to give you information and options, but will never push you to make a purchase.
They will welcome your questions, and will never try to rush you off the phone.
So there you have it! Now you’ll know what to look for next time you are looking to make a big purchase.
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