Joe Thom neglected an important customer group which is composed of first-time customers and patients for whom follow up is efficient to harness patient relationship and better treatment. First-time patients are important and critical to the sustainability of customers. Following up customers helps in determining whether the customers received exceptional customer service and the possibility of return customers or seek out their competitors to receive services (Guffey & Almonte, 2009). Sending out follow up emails and enquiring about their experiences to gain positive or negative reviews with the aim of acting on them is important for very institutions and qualifies an organization customer care service.
Meeting the expectations of all departments such as marketing for follow up requires the attendant to have discipline and achieve a balance between ensuring that all clients and customers are attended to respectively (Guffey & Almonte, 2009). To ensure that the Joe Thom met Pam from marketing requirements for addresses and emails, he would have politely requested pam to hold on the other end of the line as he attended to Mrs. Vogel and handed out her x rays. It was important for Joe to keep the conversation short and get back to Pam on the line and discuss the important issue of reaching out to customers for follow up.
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The adjustment is important as it helps in achieving a balance to handle both issues as immediate and essential. Offering follow-ups information to customers is important for giving insights the company on the demands of the clients to the company (McKean, 2003). It inspires improvement to give customers what they want and need, and allows the company to shape goods or services to meet their preferences. Taking care of other customers is important such as ensuring that their demands are met, and deliveries made on time to provide a good reputation and customer relations in for the organization (McKean, 2003).
References
Guffey, M. E., & Almonte, R. (2009). Essentials of business communication . Toronto: Nelson Education.
McKean, J. (2003). Customers are people-: The human touch . Chichester: Wiley.
