CHAPTER 11
The Farmer
Cultivate Customer Satisfaction and Loyalty
Many years ago, when I was a district manager for Lanier, we sold and installed the same centralized dictation system at two different hospitals. At Hospital A, the installation went flawlessly, and our system was up and running in no time. No problems whatsoever. No complaints.
At Hospital B, we went through hell immediately after the installation. A bug in our software was exposed by heavy usage, resulting in lost patient records, frustrated doctors, and very angry hospital administrators. We immediately threw every resource we had at the problem. Our technicians and office personnel worked feverishly to resolve the situation. Finally, we succeeded—the problems at Hospital B ...
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