The Very Dental Podcast Network AME: The Customer Service Curve
Alan shares his frustrating experience with AT&T's poor customer service after his office's phones went down. The ordeal leads him to develop a theory about the inverse relationship between demand for a service and the need for excellent customer service.
He explains that businesses like AT&T, which provide essential services with high demand and low-elasticity, can get away with poor service because it's difficult for customers to switch. On the other hand, professions like dentistry, which operate in a more competitive market, must provide great service to retain patients. Al's negative experience with AT&T highlighted the importance of treating his patients well, especially since they have other options. He emphasizes that providing excellent customer service isn't just a business strategy; it's the right thing to do.
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