Creating Exceptional Customer Experiences in Home Health Care

Stephen Tweed | March 8, 2006 | Newsroom
Yesterday, I was in western Pennsylvania presenting a seminar for a young, rapdily growing home health care company. It was their annual "Customer Service Day." Once a year, they bring their whole home care team together for a half-day seminar focused on customer service.They're already doing a lot of things right as evidenced by their…

Yesterday, I was in western Pennsylvania presenting a seminar for a young, rapdily growing home health care company. It was their annual “Customer Service Day.” Once a year, they bring their whole home care team together for a half-day seminar focused on customer service.

They’re already doing a lot of things right as evidenced by their rapdid growth. Yet they recognize that they can still grow and improve, so they brought me in to help them go to the next level of customer service.

I presented our program, Devoted to Caring: Creating Exceptional Customer Experiences in Home Care to a delighted audience.

It’s not enough today to provide good service. You need to examine the total customer experience. It begins with getting your team members to discuss the question, “Who are our customers and what do they expect from us?” Then, you need to examine each of the contact points where your customers come in contact with your company … your “moments of truth.”

Now ask the question, “What do our customers experience at each of the moments of truth in our company?”

In our seminar yesterday, we examined the moments of truth for our four customers; patients and their families, physicians, referral sources, and third party payors. We discussed what each type of wants from an effective home care company, and what they experience in our company.

There are four elements of an experience:

  • Esthetics – What does the customer experience with the five senses – sound, sight, touch, taste, smell?
  • Engagement – How is the customer engaged personally in the home health care experience?
  • Education – What does the customer learn during the experience?
  • Entertainment – What happens to the custome that is FUN? What’s the entertainment value of the home health care experience?

What is the customer experience in your home health care company?

Stephen Tweed
Stephen Tweed, CSP, began his journey as a business strategist in home health care in 1982. Today, Stephen is among the top thought leaders in Home Care strategy and management. He has worked with top 5% companies from across the US. He is a sought after speaker at from national and state association events.

Related Posts

Extraordinary Transformation: A blueprint for leaders who want to Transform their Organization

June 5, 2024
By Stephen Tweed As a leader in Home Care, are you working on transforming your organization? Are you looking for strategies and insights to grow your business and get ready for the future? I've just finished reading an amazing book by my friend and professional speaking colleague, Dr. Nido Qubein. "Extraordinary Transformation: An Entrepreneurial Blueprint…

Stephen Tweed’s Podcast and Webinar Appearances

May 30, 2024
As a significant Thought Leader in the Home Care industry, Stephen Tweed is frequently invited to be a guest on industry podcasts and webinars. Here are links to some of Stephen's recent appearances. June 2024 - Lead Up Podcast with Mike Harbour - "Legacy Leadership" Stephen Tweed was interviewed by Mike Harbour for the Podcast,…

The Forces and Trends Shaping the Future of Home Care.

May 14, 2024
By Stephen Tweed What will the Home Care Industry look like in five years? Over the past two decades I've been actively engaged in the Home Care Industry, and monitoring the Forces and Trends that are shaping the future of our industry. While much of the growth of Home Care is driven my the entrepreneurial…