Forbes.com contributor and communications coach, Carmine Gallo, learned 7 valuable customer service lessons in a day with Richard Branson and the Virgin Amer...
|Scooped by Encompass HealthCare|
What are the secrets of a good business? The answer isn't surprising and it's almost intuitive: customer service. It's really that simple. According to successful entrepreneur and billionaire Sir Richard Branson, CEO and founder of Virgin Group, his gold standard of customer service is what we strive for and deliver here at Encompass HealthCare and Wound Medicine, located in West Bloomfield, Michigan. Of the seven tactics Branson talks about in this clip, one is "hire for (good) attitude." Every employee at Encompass HealthCare is friendly, positive, and sees "the glass as 1/2-full." This is particularly important when patients come in with serious, non-healing wounds often compounded by poor, previous medical attention. Many are discouraged and not feeling their best. At Encompass, we not only deliver healthcare with friendly, encouraging faces and attitudes, but we also bear gifts like educational tips, preventative tips, and extras like snacks, homemade lunches, and conversations about patients' families and their grandkids. At Encompass, we build relationships with our patients. And it's real.
Our employees are our greatest assets, another one of Branson's must-have seven customer service dimensions. After all, we are the faces that our patients see day in and day out. We truly take an interest in our patients, hoping to relieve any medical concern they may have. And according to our in-house surveys, our patients rate us "very courteous" and "outstanding" in attitude and approachability.
We love what we do at Encompass HealthCare and Wound Medicine. We not only heal wounds, but we heal the broken customer service that has become almost expected in today's service industry.