The most important thing is we have to be honest on is deadlines and commitments, as most of the people are. If we are not able to deliver it on the timelines that they commit to on day one, we try to keep the delay at the minimum and we try to plan things beforehand. So timeliness is very important.
The change occurred when we went live with our EMR systems as well as how we took note of the different challenges for the team and how to properly route the issues to the correct teams which is a workflow issue. Providing proper care for the patients with simple things such as providing free WiFi goes a long way to alleviating worries. Those are two distinct customer service experiences, but goes to show that a business model must target the proper clientele as well as understand the service or product that’s being rendered.