GREENWICH, Conn. -- A husband-and-wife team from Greenwich knows all about the importance of keeping the customer satisfied.
Frank and Maura Corvino launched Corvino and Corvino, a consulting business aimed at teaching companies to the best way to keep customers happy.
Frank Corvino has been in the health care industry for 43 years, serving as president and CEO of Greenwich Hospital for 26 years and executive vice president of the Yale New Haven Health System since 1997.
"One of the things I've learned is the importance of customer and exceeding customer expectations," Corvino said. "That's how you drive your business model."
With his wife Maura's background in customer service and health care, the Corvinos thought it would be an interesting endeavor to help businesses. Corvino and Corvino is not just limited to health care companies.
"Any organization that deals with the public needs to make sure they are exceeding expectations every time," Frank Corvino said. "Our company has the tools, knowledge and background to make it happen."
Corvino said he has found customer satisfaction is more important than marketing or advertising.
"Word of mouth is very powerful, especially today with social media," Corvino said. "If somebody has a bad experience and tweets it out, the whole world knows."
On April 29, Corvino and Corvino will be hosting The Corvino Conference from 7:15 a.m. to 3:30 p.m. at The JHouse in Greenwich.
At Greenwich Hospital, Corvino had regular orientations and scripted employees with what to say. Employees were compensated with how well they did in achieving customer satisfaction.
Corvino would call back customers and send out surveys to hold his employees accountable.
Service recovery is also an important part of customer service. On a cruise trip to Australia and New Zealand, the Corvinos had a bad experience at a restaurant, but the manager was able to make things better.
"By the end of the discussion, we were laughing," Frank Corvino said. "Sometimes things go wrong, but you have to have the tools and knowledge to do the right thing when you have not provided excellent service."
For more information, visit www.corvinoandcorvino.com
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