I recently had the opportunity to hop on a plane and reach nearly a dozen existing customers as well as provide some in-person demonstrations for potential new customers. While check-ins via email, phone, or messaging have strong benefits, there is nothing that can beat meeting a customer or potential customer face-to-face.
24/7 customer support is always a great way to address customers' questions or needs, but the ability to show up in-person at a meeting allows customers to not only get their questions answered but also gives them the chance to hear about any new features that might have gotten overlooked or buried in their inbox.
We always try to maximize our time on customer trips and schedule as many quality meetings with existing customers and potential customers as possible. Ahead of any meetings we study how the customer currently uses our charge capture and/or secure messaging products so we can present them with any new features that could help with their workflow. During this particular trip, we were able to get in front of two potential customers and learn more about their current workflow and needs as well as connect with them on a personal level. Relationship building simply can’t be matched with conversations over the phone.
The overall theme for our account management initiative is to not only build our existing customer base but also to ensure that any potential customers know that we offer a product that is second to none, and that our customer service matches the products we offer. Each and every customer we meet is not only amazed that we travel “just to meet them” but that we also take the initiative to check in without any motive other than to ensure their satisfaction with pMD… and that’s how we define unparalleled customer service.