University of Southern California
I’m working on a health & medical discussion question and need support to help me understand better.
Please write a discussion and respond to this 2 peers’ Discussion Prompts
If a customer believes that a problem with an organization is systemic to how the business operates, it is difficult for the company or service to develop a recovery strategy.
- Briefly describe an experience in which you encountered the same experience.
- What steps can a company do to retain its customers in this situation?
- Respond to at least two (2) of your classmates’ or your instructor’s posts. Your responses should include elements such as follow-up questions, a further exploration of topics from the initial post, or requests for further clarification or explanation on some points made.
- ALL citations and references needs to be APA 7th edition format. THANK YOU!
As a health care provider, I have come across many satisfied and unsatisfied customers or patients. One experience I can think of off the top of my head is when I was an assistant. I had a patient who was getting a bridge placed on 2 teeth. The patient along with the dentist picked out the shape and color of the teeth. The patient wanted the teeth to look very “pretty” even though that meant they would not match the other teeth. The dentist finally agreed, but soon after the patient had the bridge placed, he returned and was unset that people could tell he had a bridge. We did get the bridge remade to a more natural color and shape and the patient was very happy afterward.
The first step we took to retain the customer was to give him our recommendation on color and shape, but we still allowed him to choose the color and shape of his choice. The second step we did was to hear his concerns when he returned unhappy. The third step we did was remake the bridge ensuring he understood the importance of a natural color and shape. He was very happy at the end and we were able to retain his business.
It is important to know that just because patients are happy does not mean they will always continue to be a customer/patient. “A study in the Harvard Business Review found that 65 to 85 percent of customers who reported being satisfied or very satisfied still chose another supplier” (Berkowitz, 2010, p. 281). This can occur if another facility is offering similar services, but also has other perks such as, cheaper prices or a shorter commute. It is important to strive for patient satisfaction and loyalty, but its also important to know that some loyalty can be out of your hands.