Mind Your Clients
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Posted On :
Jul-02-2010
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Article Word Count :
609
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It was a sunny hot Monday morning. I was late for my doctor’s appointment. I had allotted one hour based on previous experience. 45 minutes waiting, 5 minutes with the doctor and 10 minutes to pick up the medicine and pay the bill.
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It was a sunny hot Monday morning. I was late for my doctor’s appointment. I had allotted one hour based on previous experience. 45 minutes waiting, 5 minutes with the doctor and 10 minutes to pick up the medicine and pay the bill. This is a best case scenario.
Health care services in most cases are an assembly line. Overloaded staff, long queues and zero personal touch. Health is questionable and Care does not exist.
But that Monday morning was different. I parked my car and rushed into the clinic to find Jeanny, the clinic receptionist, waiting with a big smile on her face. “Good morning Mr. Osh”. Then she handing me a cup of cappuccino. “How did she know cappuccino is my favorite?” I wondered. “Dr. McGill is waiting for you” Jeanny smiled. “You can bring in your coffee with you”. The clinic was empty and quiet, unlike a typical busy Monday morning.
“Good morning Mr. Osh. How can I help you today?” Dr. McGill seemed relaxed and comfortable. We spent 20 minutes discussing my life style and stress level. He asked about my sleeping habits, travel intensity, nutrition and exercise. Instead of prescribing drugs he gave some prevention advices. It was Health Care like I have never had before. I didn’t feel like a product moving in the assembly line. I felt like a client who was cared about.
“Doc, why have you changed your clinic practice?” I asked before leaving. “I felt that diagnosis and drug prescription are not the only things I would like to do for the rest of my life” replied Dr. McGill. “I would like to prevent diseases and help people to take care of themselves” he continued. I laughed out loud, and said, “But if you will prevent illness, you will make less money”. He replied while shaking my hand, “It’s not just about money. It’s about my purpose in life. I believe that having a greater purpose will create even greater wealth”.
Jay Abraham, a direct marketing expert, recommends using the term “clients” instead of “customers”. He believes that the term “clients” reflects on deeper relationships beyond just products and services. The ultimate goal of every business is to establish long term relationships with clients so they will feel that we really care about their wellbeing.
Changing terminology reinforces a change of mindset. Being “Client-Centric” is a powerful attribute which will make a big difference across the organization, outwardly toward external stake holders and internally toward each and every one of us.
My first mentor was the managing partner of the accounting firm I worked for after graduation. From the start, he encouraged me to visit clients, collect due payments (the toughest task which usually ended in frustration) and face the challenges our clients were facing. It was an unusual experience for a CPA intern. But I learned that whether clients are large organizations or individuals, decisions are made by human beings. Human beings who have desires, wills and wants we as an organization should know well no matter if we are the most junior back office accountant or the frontline sales account manager. Clients are THE REASON for every organization and every job performed within the organization.
Over the years, the toughest confrontations I have had with clients have also been the most effective learning experiences. Finding the link between what we are doing and what our clients want is a powerful advantage for any corporate leader. If you have not met most of your clients, leave your desk, go out and start your journey. Become a “Client-Centric” leader…Mind Your Clients.
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Article Source :
http://www.articleseen.com/Article_Mind Your Clients_24238.aspx
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Author Resource :
Original article by Dave Osh who is a forward thinking leader who has steered his way to the corporate pinnacle. His Thought Leadership blog is a wealth of stories, ideas, experiences, values, traits and skills which every manager who seeks a breakthrough towards international enterprise leadership needs.
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Keywords :
Dave Osh, leadership, CEO, corporate, management, development, training, skills, business, qualities, organization, effective,
Category :
Self Improvement
:
Self Improvement
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