Ouch! Just Too Pushy

by Pam Stellema

in Client Management, Customer Management

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I had a GREAT chiropractor.

He was gentle, professional and best of all he got results.

The other thing that made him great was that he explained what the “process” was going to deliver at the very beginning of the treatment.

All in all, I thought he was terrific.

But something changed how I felt about going back to his practice.

What could that be?

Well, on my last visit his receptionist damaged the “relationship” I had with his practice.

Now, don’t get me wrong here, I am all for re-booking clients. As a matter of fact, I spend lots of my time teaching service providers to do just that, but at my last visit my chiro’s receptionist went “over the line” and entered the very dangerous zone of “just too pushy“.

So, when does the re-booking process become too pushy and damage the relationship?

Well, let me relate my experience to you.

When I went to pay for my service, the receptionist (I’ll call her Mary to protect the guilty) suggested I book again for the following week.

I politely explained to her that I was flying out of the country mid-week and would most likely be time poor and that if I wanted an appointment, I would ring her to make one.

Her reply to me was,”Oh, I’ll ring you on Monday then”.

I again repeated that I did not think I would have time to come back before my trip.

To this, Mary replied, “Well, we are very busy next week and the chiro will be going to a seminar on Monday, so you had better book now”.

Once again, I said, thanks, but I didn’t think I would have time. Having had just about enough, I turned to leave and her parting words to me were “We’ll expect to see you on Tuesday then”.

TOO MUCH!

Re-booking should always be done with honesty and integrity and with a genuine desire to do the best for the client.

To me, this whole episode said “greedy” and ‘It’s all about our needs and not about yours’.

I still haven’t decided if I am going to go back or be like the majority of us Aussies and complain with my feet.

What would you have done in my place?

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