Branding and Customer Service: A Tight Connection

Medical facilities spend a lot of money and effort on branding campaigns. Billboards, articles and the like all proclaim the superiority of their services. However, when staff contact prospective patients before their arrival, they apparently do not all have access to the patient's information, leading them to give varying answers to simple questions. The result is a confused impression in a patient's mind regarding staff's competency.

Branding needs to be carried over into customer service, so that everyone has information on a customer's record and documents a call for future use. Branding is not just a clever slogan; it should include leaving a solid impression of competency in a client's mind.

Selling with Questions

Are you trying to persuade people to take a job, buy a product, or accept an idea? Try asking what they want in a perfect product or position before starting your sales pitch! For example, if you are trying to recruit a new employee, ask if the hours, benefits, chance to advance, the pay or some other aspect of the work is the most important. If you are selling televisions, ask about size, picture quality, ease of use or cost is most essential. Then start with that information. Your listener will appreciate the fact that you asked, and will listen closely as you address his most important concern first.