How To Serve As Expert posted on Expert Access

 

Please check out our guest blog on Expert Access; How To Serve As Expert. Here’s a quick excerpt:

It all started with a discussion with a start-up company about how customers assess the quality of the performance of a service skill they know nothing or little about.  The particular performance happened to be an auto mechanic. As patients, we are all gifted at ascertaining the excellence of the bedside manner of the physician who performs our surgery.  But how do we gauge the quality of what the surgeon did “under the hood?”  Obviously, not with the perspective a fellow performer might have–another surgeon can judge surgery quality with a lens unavailable to the customer on the receiving end of the scalpel.  So, what are the signals “novice” customers can use to bolster confidence in the non-bedside manner part of any expert?

Chip recently had a tooth capped.  The procedure went as smooth as newly polished enamel and he cheerfully wrote Dr. Lee a check for a grand.  With the experience fresh in mind, we reflected on the features of that experience as we worked with our mechanic shop client.  Dr. Lee established rapport filled with respect, narrated his procedure, spoke in “smart adult,” showed the “busted parts,” and created a pleasant ending.  Whether it is a doctor, dentist, mechanic, or Mr. Stereo Wizard at the appliance store, serving from the position of expert requires special tactics.”

Our thanks to the great folks at Expert Access for posting our blog!

Chip + John

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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