The Proven Entrepreneur

TPE S1 E30 | Veteran

 

What makes or breaks a business is what customers say about you. That is why customer service is crucial. In this episode, Don Williams recounts an experience he had that blew him away. Listen in and hear how Tricare delivers service worthy of our Nations’ Veterans.

For information on how to work with Don visit Work With Don Williams
You can also reach out to Don Williams at https://donwilliamsglobal.com
Please join Don and his businesses in support of St. Jude’s Children Research Hospital in its Mission to cure Childhood Cancers. You can donate to St. Jude at stjude.org/donate

Listen to the podcast here


 

Spectacular Service For A US Navy Veteran

They know that the success of their business is dependent on people having positive reviews to say to their friends and family that they’ll want to come back and spend more money. Think of airlines, national banks, mammoth companies or big tech companies such as Facebook, Google and Apple. It’s hard to try and get someone on the phone so sometimes, big companies lose that hunger to provide that romance for a customer experience that will leave their customer saying, “Wow.”

I had a family member who was a veteran of the United States Navy and we’re grateful for his service. He had TRICARE For Life, which is your Medicare health plan when you retire from the US military. It’s the best healthcare plan you can have as a senior unless you served in congress, the senate or the President of the United States. He somehow got snarled up and enrolled in a Medicare Advantage plan, which is a fine insurance plan for a lot of people but is a complicator if you are fortunate enough to have TRICARE For Life and doesn’t provide any real benefit.

The success of your business is dependent on people having positive things to say to their friends and family. Click To Tweet

A TRICARE For Life member has Medicare as their primary insurer and TRICARE as their secondary. A Medicare Advantage plan replaces Medicare so the Medicare Advantage plan is your primary and secondary. Some copays and providers are out of network. They reach out to me to see if I could help. I wrote the book on Romancing Your Customer so sometimes I am able to get and receive exceptional customer service. Additionally, I’ve been in the life and health insurance business and served a ton of life and health insurance companies over the years.

My first call trying to sort out this mess was to TRICARE For Life. This is the company that provides healthcare service to every retired US service member, whether they were part of the Army, Navy, Air Force, Marines or Coast Guard. I make the phone call and on the first call, I get a customer service agent who says, “May I place you on hold for a moment?” Instead of placing me on hold, they disconnected me but I’m going to give them the benefit of the doubt because maybe they hit the wrong button. All of us have probably had an experience like that when we were trying to get customer service.

TPE S1 E30 | Veteran
Romancing Your Customer: How to Passionately Attract, Retain, and Win-Back Customers for Unbelievable Loyalty and Profitability

I didn’t get excited. I didn’t hold that against them so I placed another phone call and got another customer care agent but this time, I was a little wary. Was it an accident or was that an indication of the level of customer service that they normally provide? The second agent that I got ahold of was so helpful, knowledgeable and caring about this veteran’s healthcare service. She blew me away.

When you receive excellent customer care or somebody delivers that wow experience and you know that whether they read the book, Romancing Your Customer or not, they’re certainly practicing the principles of romancing your customer, please do what I did and share with them,” This was a great experience. You are very good at your job. I am grateful for your help.”

Those Romancing Your Customer experiences that you can provide to your customers are not as hard as many people think. You just have to make the decision, “I’m going to deliver exceptional customer service that on a scale of 1 to 10, my customers are going to rate it wow.” That’s the biggest step you can take and then that will help you formulate your customer journey map so that you deliver exceptional customer experiences worthy of the Romancing Your Customer label. That’s it for this episode of the show. Congratulations and thank you to TRICARE For Life for providing exceptional customer service for our nation’s retired military. See you next time. Thanks.

 

Important Links

 

For information on how to work with Don visit Work With Don Williams
You can also reach out to Don Williams at https://donwilliamsglobal.com
Please join Don and his businesses in support of St. Jude’s Children Research Hospital in its Mission to cure Childhood Cancers. You can donate to St. Jude at stjude.org/donate

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