Creating ‘Rave-Worthy’ Customer Service

As a 16-year executive in the field of the treatment of substance use disorders, I have learned that the issue of providing services that are “rave-worthy” is a very sensitive balancing act.  Here are some of the issues and a few hints based on my experience.

First… define your customer(s)

In the case of addiction treatment services, there are several customers.  The consumer is certainly a customer.  The families and other significant others are definitely a customer.  And, the payer is a customer. That’s a lot of people to make happy.  And guess what – they don . . .