C411 The Concept of Service
C411 The Concept of Service
Zhou Tian was making plans at this time. When he saw Zhao Quan come in, he immediately asked, "Chairman, what can I do for you?"
Zhao Quan waved his hand. "It's fine. You are busy. I will come over and sit for a while."
Zhou Tian did not know what was going on, but since Zhao Quan said it was fine, he naturally did what he needed to do.
After pouring Zhao Quan a glass of water, Zhou Tian continued with his plan.
Zhao Quan also sat on the sofa and looked at Zhou Tian's plans.
As for Liu Fumin's matter, Zhao Quan did not take it to heart at all.
Was there a need to be angry over such a small matter? Of course not. If he was angry over such a small matter, he would have been angered to death long ago.
The reason why he was angry with Liu Fumin was because he wanted to take the opportunity to give Liu Fumin a beating, as well as to give the rest of the people in the hospital a good beating.
This was the hospital. What he needed was for every medical staff to learn enthusiastic service, and not to sit there and be a boss.
People and patients came to see a doctor, not to spend money to see a doctor's face. He had to let everyone, including Liu Fumin, understand this principle. As for whether or not deliberately throwing a tantrum would cause Liu Fumin to be unhappy, it did not matter even more.
He found someone to serve this hospital better, and not to invite an ancestor to come back and let him serve with a smile.
He also believed that his judgment of people was not bad. Liu Fumin would not be an ancestor.
As expected, after about ten minutes, Liu Fumin came over.
"Chairman, I am really sorry about Ji Jun's aunt. It was my fault for doing this. I did not consider everything properly."
It was a bit awkward to ask an old man in his sixties to apologize to him.
However, with his current status, the corresponding responsibility and responsibility were also there.
Zhao Quan pointed to the sofa beside him, signalling Liu Fumin to take a seat, and then told Liu Fumin a story.
A boy who worked for someone to mow the grass called his client, Gu Mrs. Chen, and asked, "Do you need to hire someone to mow the grass?"
Mrs. Chen replied, "No need. I already have a lawn mower."
The boy continued, "But I will help you remove the weeds in the flowers."
Mrs. Chen replied, "My lawn mower has also done this."
The boy said again, "I will also help you cut the grass and the four sides of the walkway."
Mrs. Chen said, "The person I hired has also done it. Thank you very much, but I really do not need a new lawn mower."
The boy hung up the phone and his friend asked him, "Didn't you work at Mrs. Chen's lawn mowing? Why did you still make this call?"
The boy answered seriously, "I just want to know how well I did!"
After telling the story, Zhao Quan lit a cigarette. At this time, Zhou Tian also stopped what he was doing and looked up.
Zhao Quan was no longer trying to reason with someone, but with Liu Fumin and Zhou Tian.
"This is the story. The boy's friend only smiled. He would even think that the boy had too many things to do. It was enough for him to be himself. Why did he have so many things to do?"
"But from the perspective of listening to the guest's heart, this story is established, and the truth is clear."
"I have thought about how to restore our hospital's clinic to its former number of consultations, and I have thought of many ways. I have even thought of advertising bombings. " But now, the effect of advertising bombardment is gradually no longer the same as before. It will no longer be a special weapon for consultation. It will work once it's used. "
"Moreover, the advertising bombardment has been used up too much by the private hospitals. It has long overdrawn the trust and attention people have for advertising."
"Nowadays, more and more hospitals have already felt the pressure of the number of consultations, so when reflecting on the problem, we need to see the inner nature of the matter clearly through the surface, so that we won't be busy solving superficial problems all day long, which is to treat the symptoms but not the root."
"The pressure of the number of consultations can't just be attributed to the advertisement, or rather, the creativity of the advertisement. The concept of basic customers should become a new focus. " For medical treatment, what does basic customers mean? "They mean those who can spend a second time or introduce other patients after one consumption."
Basic customers are the motivation for long-term sustainable development for the hospital. They are also nuclear weapons that can help the hospital get rid of the advertising control. " The most important thing to maintain basic clients is service, heart-warming services... "
That morning, Zhao Quan told a lot of things to Zhou Tian in the hospital, including the maintenance of basic clients and what the market was. He also talked about the services that he understood and recognized.
Finally, he said, "All the employees in the hospital are part of the marketing of everyone. Any employees that come into contact with the hospital will be the ultimate spokesperson of the hospital. Only by constantly displaced questions about your services, constantly improving the quality of your work, constantly paying attention to our customers, can you create more loyal customers and create a good reputation "
After Zhao Quan finished speaking, Liu Fumin was still in a daze, but Zhou Tian had already clapped.
"Understood, Chairman. You have benefited a lot! Your view on service is not only applicable to the medical industry, but also effective for other industries. I have been taught today, as expected, no one can succeed so easily! "
At this moment, Zhou Tian was completely convinced by Zhao Quan. This kind of understanding towards service had really benefited him a lot.
He had even decided that in his future work, he would also use this kind of service concept on customers.
At this time, Liu Fumin finally realized the importance of service.
"Indeed. Take today's matter as an example. If an ordinary customer was wronged by Ji Jun's aunt, then he would go back home and spread word of it to his relatives and friends, describing the bad things in our hospital."
"And if we find out from him that our friends in our hospital are not good, we will also pass word of mouth to them."
"This kind of bad influence caused by a single person will leave a bad impression on many patients in our hospital. Maybe even the smiles of a hundred employees will not be able to win back against this person."
"Chairman, I really understand. Don't worry, I will convey the spirit of service to them later. " You must at least be like the lobby manager of the bank, welcoming every customer with a smile... "
Liu Fumin continued to work. Zhou Tian had also made his plans. Zhao Quan, with the help of the new archive manager, found the information regarding his father's surgery.
After carefully checking, he found that his father had indeed performed a liver transplant surgery in this hospital. His recovery was not bad, which made Zhao Quan feel more at ease.
What made him happy was that his father actually left a contact address here, which was in this city.
So Zhao Quan put away the information and left the hospital. He drove straight to the address left on the information.
It was a high-rise residential building. It was very ordinary and did not look luxurious.
Zhao Quan went to Room 102 on the 9th floor recorded in the documents and knocked on the door.
However, after knocking for a while, the door to the room opposite the door opened.
"Stop knocking. The property management has been knocking on the door for three months. I haven't seen the door open until now. I still owe the property management fees!"
Zhao Quan was very surprised. "Then when was the last time you saw this family?"
The old lady thought about it and said, "It should be half a year, right? Yes. It was half a year. That was my grandson's birthday. It was the last time I saw him..."
She chatted with the old lady for a while. Her appearance was indeed that of her father and stepmother, but it disappeared.
Zhao Quan was very depressed. It was not easy to find him, why did he leave again?
After the old lady closed the door, Zhao Quan followed his father's habit and touched the top of the door frame.
As expected, his fingertips touched something.