Customers Come First

Feb 1, 2017 | Practice Management

BW_201702_Story5_newThe first contact your patients have with your practice is through your staff. A great, welcoming attitude and enthusiasm go a long way in making your
patients feel welcome. Here are some other tips to help gain and retain patients.

Listen closely
Identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, the tone of voice, body language, and most importantly, how they feel.

Ditch the voicemail tree and answer the phone
Although it may be more convenient for you, patients have a problem and need to speak with someone. When navigating voicemail trees, patients, especially older callers lose patience and often hang up and call someone else.

Anticipate Needs
Customers buy solutions to problems. The more you know your customers, the better you can anticipate their needs. Communicate regularly so that you are aware of problems or upcoming needs.

Make Customers Feel Important and Appreciated
Always use their name and find ways to compliment them, but be sincere. Customers know whether or not you really care about them. Thank them often

Appreciate the Power of “Yes”
Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterward. Look for ways to make doing business with you easy. Always do what you say you are going to do.

When something goes wrong, apologize. It’s easy and customers like it. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve.

Give More Than Expected
Think of ways to elevate yourself above the competition. What can you offer that they can’t get down the street?