as I had suspected, a major event. The cost was $1000 but what was
comical to me was how they handled it. After showing me the
treatment plan and asking me to sign for it the girl helping me then
said, "Let's have you go take care of your bill now and then when you
leave you can just exit." What a way to say it! Were they really
thinking of me? Would I be in such pain as I left that I would not
want to linger longer? Or... is it that they had had enough people
never follow thru on their payment? My guess? The later. But to
make it palatable they turned the challenge on its head, making me
think that this early payment would benefit me. And sure enough as I
left they reminded me I would not have to stop at the counter.
This is the cardinal rule of customer service, turning every moment
into taking care of the customer. Sure they got their payment but
didn't you hear? That early payment was for my benefit, so I could
exit quickly. Funny how that one statement would make the rough
moment of payment a bit more palatable, remove their risk and all in
the light of doing this for me.
That takes a bit of creative ingenuity but it does give people a
positive experience. That is also what we try to do at GraceRiver
Church, take people deep enough into God's heart so that they can see
that responding to the Lord, obeying is not for His good but for
theirs. It is a challenge. We have to think deeply and run the
question further. But it does open the ears of people to experience
the deep sense of God choosing them.