Golden moments: the rewards of providing great customer support

Amy Hansford describes the ‘golden moment’ when a customer recognised her outstanding support, and explains what this meant to her.

For Practice Plan regional support manager, Amy Hansford, receiving a message from one of her customers describing her as ‘her rock’ was a truly golden moment.

Things had been tough for the customer in question. A challenging change of ownership process at the practice was quickly followed by horrendous staffing problems and then the pandemic. It seemed as if they couldn’t catch a break. As soon as one problem abated, another would come along to take its place and add to their stress.

Thanks to the relationship Amy built, she was able to support the customer with the membership plan and their business.

She was also able to offer them the advice and guidance they needed to feel supported as an individual. Now, their recruitment problems are behind them, and her customer’s practice is thriving. Also, the practice has become one of Amy’s top performers with more than 2,000 patients on plan.

Amy is immensely proud of the way the practice has been able to weather the various storms it’s faced. She is glad to have played a part in helping the team to face their challenges and succeed.

Amy proudly built the level a trust with her customer to become their go-to person when they need encouragement. To have helped a business owner turn a problematic start into a success is hugely rewarding for Amy.

As she herself admits, for her practice owner to message and describe her as her rock means a lot, and makes everything worthwhile.

If you’re considering your options away from the NHS and are looking for a provider who will hold your hand through the process whilst moving at a pace that’s right for you, start the conversation with Practice Plan on 01691 684165, or book your one-to-one NHS to private call here.

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