Some months ago, Tom Black attended Disney University in Orlando to learn from the customer experience experts at one of the world’s most beloved companies. As a long-time Disney fan, he wanted to hear how the entertainment giant delights its customers so that BM&G might apply some of those best practices to our firm’s goal to continuously improve our service.
“During my Disney time, I was reminded that customer service and competition are interrelated,” Tom says. “You see, Disney understands that building a competitive advantage in the marketplace depends on delivering a customer experience different from its competitors. That caught my attention!”
How is BM&G applying those learnings to be the “Disney of Doc Prep?” We’re starting by examining our processes with every customer – internal and external – at every contact to make sure we’re maintaining a client focus and delivering exceptional service. To that end, we’re meeting face-to-face with our largest clients to talk about our relationship, and how we might improve our service.
Tom adds, “We’ll prioritize researching and pursuing new technology to streamline our service to our customers. And we’ll continue to find new ways to share industry and employee news and best practices – through our website, on social media, and in our newsletter. We’ll refresh our training materials and create new videos and presentations – to make our clients’ jobs easier. Last, we’ll work on our internal training and develop new policies and procedures to ensure fairness and transparency in the workplace.”
Exceptional customer service isn’t just a tagline or a poster with BM&G. It starts at the top and permeates our culture and our relationships with our clients. We’re excited about this journey to become the Disney of Doc Prep. If you know anyone who would benefit from our exceptional service, we’d appreciate the referral.