The 4 Types of Guaranteed Good Service and Satisfaction

by Houston Vetter - DocResults on January 5,

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Guaranteed good service and satisfaction depends on which type or category of consumer you are, a customer, client, patient or student. Confusion over which type of consumer you are when making a purchase can cause confusion, misunderstandings and leave you less than satisfied. I know it did me when someone wrote this on a public forum…

It doesn’t really matter what you want to transmit with your messages Houston Vetter, you should reflect that on the products you sell on your website. Customers like myself are not very happy with the lack of quality of your products and I rate you well below average. So if you want to really make a difference and great impact pay more attention to your customers satisfaction “

I was shocked because…

We don’t really create products per se, except for the books I write. We don’t create music to be listened to, food to eat, clothes to be worn. What we do is provide service and training’s to help people get to know themselves better in the areas of health, wealth, relationships and happiness. We also provide transformation and healing services in a variety of ways.

The 4 Types of Guaranteed Good Service and Satisfaction

Guaranteed good service, i.e. customer service, customer satisfaction depends on whether the one making the purchase is a customer, a client, a patient or student. Even if we want to call everyone customers the responsibilities on the individual and the responsibilities on the provider of products/services are very different depending on which category one falls into.

Type 1 – Customer

Guaranteed good service to a customer usually involves the product working and for a certain period of time. If it doesn’t… fixing the product or replacing the product or even refunding the money within a certain limited time period is usually accepted procedure. Customers is the label associated with one time retail type purchases.

Type 2 – Client

Guaranteed good service to a client usually involves a product and service and an on going relationship over time. This relationship usually involves continued interaction until the agreed upon outcome is reached. Clients have different responsibilities than customers. Client participation is usually required where customer participation usually isn’t required.

Type 3 – Patient

The next area where good service and satisfaction is a focus of concern is between a provider and a patient. Patient is different from a customer and a client as what is being delivered to the patient concerns their own physical-mental well-being and health. A patient like a client has certain responsibilities that must be met for the desired service and outcome can be met.

Type 4 – Student

Guaranteed good service to a student is different than for a customer, client or a patient. A student has more responsibility than any of the other 3 types of people wanting good service and satisfaction. A student can’t just pay money like a customer and expect things to be different. Like a client and a patient, a student is required to participate and usually more so than a client or a patient. Patients are required to follow instructions on medications , diet, etc. Clients are required to get comfortable with new equipment, policies and procedures.

Students, on the other hand, are not required to like or dislike anything. They are required to learn and the best training requires the student to participate on the level of actually doing the homework as to learn a skill. As My Grampa Vetter would say…

“Do the Drills to Get the Skills, so you can Use the Tools to Get the Jewels.”

Now even students have a few days to decide if the really want to take a class. But what would you think of a student who got a university to give them the tuition that students received 12 months prior. And then went through the whole course listening to all the information and never doing the drills to get the skills and after the semester was over said they didn’t like what they heard and wanted the university to give them their money back?

A student is not required to like or dislike. They are required to learn the material and do the drills to get the skills. A student’s guarantee of good service and satisfaction is totally dependent on the student doing the drills to get the skills.

When I found out who made the complaint, I realized where the miss-communication came from – a consumer confused about what type of consumer they were. What was happening is that a student who had been through a semester at a discount tuition and without doing the drills, was confusing a semester’s training as if they were a customer with a product. That’s like coming back from a concert and wanting your money back after you sat through the whole concert.

Hopefully, this clarification can help you make better purchasing decisions depending on what you are after.

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{ 1 comment… read it below or add one }

Deb Brown January 16, 2013 at 1:20 pm

Way to break it down, make it clear and interesting, and put the responsibility for growth where it belongs. Dr. V. Sometimes the most resistant is not ready. Keep on keeping on. Deb Brown

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