top master

Chapter 411 The idea of ​​service

Zhao Quan entered Zhou Tian's office angrily, but the angry look on his face disappeared after entering the door.

Zhou Tian was working on a proposal at this time, when he saw Zhao Quan coming in, he immediately asked, "Chairman, what can I order?"

Zhao Quan waved his hand, "It's okay, you're busy, I'll come and sit for a while."

Zhou Tian didn't understand what was going on, but since Zhao Quan said it was fine, he naturally did what he should do.

After pouring Zhao Quan a glass of water, Zhou Tian continued to work on his proposal.

Zhao Quan also sat on the sofa and looked at the plan Zhou Tian had made before.

As for Liu Fumin's matter, Zhao Quan didn't take it seriously at all.

Angry about this, as for?Of course not, if he got angry about this little thing, he would have died of anger a long time ago.

The reason why he lost his temper with Liu Fumin was to take the opportunity to beat and beat others in the hospital.

This is a hospital, what he needs is for every medical staff to learn to serve with enthusiasm, instead of just sitting there and being uncles one by one.

Human patients come to see a doctor, not to spend money to look at their faces. He has to let everyone, including Liu Fumin, understand this truth.As for whether Liu Fumin would be upset by deliberately losing his temper, that's even more indifferent.

He is looking for someone to better serve this hospital, instead of asking an ancestor to come back and let him serve him with a smiling face.

And he also believed that Liu Fumin would not be an ancestor because he had a good eye for people.

Sure enough, Liu Fumin came over about 10 minutes later.

"Chairman, I'm really sorry about the matter about Ji Jun's aunt. I did something wrong and didn't think carefully about it."

It's a bit awkward to ask an old man who is nearly sixty years old to apologize to himself.

But now that the identity is here, so are the corresponding responsibilities and responsibilities.

Zhao Quan pointed to the sofa next to him, motioned for Liu Fumin to sit down, and then told Liu Fumin a story——

A boy who worked as a mower called his customer, Mrs. Chen, and asked, "Do you need someone to mow the lawn?"

Mrs. Chen replied, "No need, I already have a lawn mower."

The boy said again, "But I will help you pull the weeds from the flowers."

Mrs. Chen replied: "My lawn mower has already done these."

The boy added: "I'll also help you mow the grass around the walkway."

Mrs. Chen said: "The man I hired has already done it, thank you very much, but I really don't need a new lawn mower."

The boy hung up the phone, and his friend asked him, "Aren't you working at Mrs. Chen's mowing grass? Why are you still calling?"

The boy replied seriously: "I just want to know how well I'm doing!"

After telling the story, Zhao Quan lit a cigarette, and at this moment Zhou Tian also stopped what he was doing and raised his head.

Zhao Quan no longer reasoned with one person, but with Liu Fumin and Zhou Tian.

"The story is like this. The boy's friend just laughed it off. He even thinks that the boy has too many things, so he just needs to be himself. What are you doing with so many things?"

"But from the perspective of being able to listen to the innermost thoughts of the guests, the story is established and the truth is clear."

"I have thought about how to restore our hospital's outpatient volume in the past, and I have thought of many ways, even advertising bombing. But now the effectiveness of advertising bombing is gradually not as good as in the past, and it will no longer be a special weapon for outpatient volume , it works as soon as you use it."

"Furthermore, advertising bombing has been used too much by private hospitals, which has long overdrawn people's trust and attention to advertising."

"Nowadays, more and more hospitals have felt the pressure of outpatient volume, so when we reflect on the problem, we need to see the inner essence clearly through the appearance of the matter, so as not to be busy all day solving the superficial problem, that is, treating the symptoms but not the root cause .”

"The pressure on the number of outpatient visits cannot be solely attributed to advertising or advertising creativity. The concept of basic customers should become a new focus. For medical care, what do basic customers refer to? It refers to those who can consume twice Spend or introduce other patients."

"Basic customers are the driving force for long-term sustainable development of hospitals, and they are also nuclear weapons that can free hospitals from advertising control. To maintain basic customers, the most important thing is service, heart-warming service..."

This morning, Zhao Quan told Zhou Tian and Liu Fumin a lot in the hospital, including the maintenance of basic customers, what is the market, and what kind of service he understands and approves.

In the end, he said: "Any employee of the hospital is a part of all-staff marketing, and any employee who comes into contact with the hospital will be the ultimate spokesperson of the hospital. Only by constantly asking questions about their own services can they continuously improve the quality of their work and pay attention to it at all times. Only in this way can we build more loyal customers and create a good reputation.”

After Zhao Quan finished speaking, Liu Fumin was still in a daze, but Zhou Tian was already applauding.

"Understood, Chairman, I have benefited a lot! Your point of view on service is not only applicable to the medical industry, but also effective to other industries. I am really educated today. Sure enough, no one's success is casual of!"

At this moment, Zhou Tian is completely convinced by Zhao Quan. This kind of view on service has really benefited him a lot.

He has even decided to apply this service concept to customers in his future work.

At this time, Liu Fumin also realized the importance of service belatedly.

"Indeed, just take today's incident as an example. If it was just an ordinary customer who was wronged by Ji Jun's aunt, then he would go home and spread word of mouth to relatives and friends, describing how bad our hospital is."

"And friends who have learned that our hospital is not good from him will also spread word of mouth with their friends."

"This kind of bad influence caused by one person will leave a very bad impression on our hospital for many patients. Perhaps the smiles of a hundred employees can't win back the love of this person."

"Chairman, I really understand. Don't worry, I will convey the spirit of service later. At least be like a bank lobby manager, greet every customer with a smile..."

Liu Fumin continued to be busy, Zhou Tian also started his plan, and Zhao Quan, with the help of the new database administrator, found information about his father's operation.

After checking carefully, his father had indeed undergone a liver transplant operation in this hospital, and his recovery was not bad, which reassured Zhao Quan.

And what made him happy was that, unexpectedly, his father had left a contact address here, in this city.

So Zhao Quan put away the documents and left the hospital, and drove directly to the address left on the documents.

This is a high-rise residential building, very ordinary, not luxurious.

After Zhao Quan came to Room 9 on the 102th floor recorded in the data, he knocked on the door.

But after knocking for a while, the door opposite the door opened.

"Don't knock, the property has been knocking for three months, and I haven't seen the door opened yet, and I still owe the property fee!"

Zhao Quan was very surprised, "Then when was the last time you saw this family?"

The old lady at the opposite door thought for a while, "It must have been half a year, yes, it was half a year, it was my grandson's birthday, and it was the last time I saw him..."

After chatting with the old lady, it was indeed my father and stepmother, but they just disappeared.

Zhao Quan was very depressed, he finally found it, why did he leave again?

After the old lady closed the door, Zhao Quan touched the top of the door frame with his hand in accordance with his father's habit.

Sure enough, his fingertips touched something.

(End of this chapter)