JUST THREE WORDS
Chris Brogan, an insightful and talented leader in social media, e-mailed me an interesting question. He asked those who subscribe to his newsletter, "Pick 3 words that have a lot of meaning and that you can use as guideposts for things you want to do in 2011."
As a therapist I wanted to reflect on how to create wonderful customer service experiences for my clients as well as others.
My three words: Engage--Create--Learn
Engage. To engage in social media, is to engage actively and so this year I want to spend more time using social media to engage.
Create. This year if I am to write and engage at all I will need to feel in my bones the idea that I'm creating with others--a community that can teach me as well as benefit from my experience.
Learn. When using technology to create a superior customer service experience this year I will be challenged with protecting my client's privacy; things like securing email, having to avoid using cloud applications, and not being able to acknowledge someone is a client if we meet on social media sites.
Except for customer service, therapists are not much different than bags of potatoes when someone is flipping through their health plan's list of providers. Give tons of helpful information, with care for those you share it with, and always be willing to engage-- it's where the web as customer service can really take off. Online scheduling and payment, email appt. reminders, newsletters; with blogs and websites full of relevant and timely information can allow former and potential clients to stay connected.
What is your take on this? Can therapists do more to improve the customer service experience they deliver along with the therapy itself? Can technology be a positive influence in all of this?