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Sales versus customer service

by Philip F. Jacobus, CEO | March 29, 2017
If you are reading this, whoever you are and wherever you are, I guarantee you are in the customer service business.

If you are a husband, you are providing customer service to your wife and children; if you are a wife and mother, you are doing the same. If you are the president and CEO and you are worth your salt, you are providing customer service to your co-workers as well as your customers.

All of us provide customer service to our subordinates, to the people that we care about and the people we report to.

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You've probably heard the expression at the car dealership that the salesperson finds the client but the service department keeps the client.

In today's world where we are all overworked, over-stressed, behind in our email and projects, it is easy to be abrupt and/or short-tempered. I know I have done it myself sometimes and I always regret it.

It is my lovely wife, Barbara, who reminds me that it is amazing how many problems disappear if you are just nice.

Anyway, whether you are servicing a piece of equipment or taking out the garbage so your wife won't have to, you are in the customer service business and the better service you provide, the happier your clients will be and the more loyal they will be.

At DOTmed, we had three customer service guys before we hired our first salesperson... actually, I guess I was the first salesperson but in those days, I worked for free.

Always remember the golden rule: Treat everyone the way that you would like to be treated and if you do, you will be providing excellent customer service!

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About Phil Jacobus

Phil Jacobus has been involved in health care since 1977, when he visited China to sell equipment. He has done business in 35 countries and still travels extensively. Phil is active in charity, helps rural clinics and always tries to help DOTmed users when he can.

Phil is a member of AHRA, HFMA, AAMI and the Cryogenic Society of America. He has contributed to a number of magazines and journals and has addressed trade groups.

Phil's proudest achievement is that he has been happily married to his wife Barbara since 1989, who helped him found DOTmed in 1998.

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