People see customer service from the moment that they visit the receptionist or the chiropractor. Therefore if you want to make a positive first impression be certain that your personnel are professional and passionate about treating patients well.
Here is a toolkit to get closer to patients:
- Doing business on a first name basis –Becoming more intimate on a first named basis allows for more power and trustworthiness. When you walk into Walgreens’ Rosie is there to greet all by first name and when she does not see you for a week or so will call or remember the very last conversation.
- Connectivity – While we are in the age of 2 dot something there is a need to constantly connect to patients. After all they do. Phone calls, gratuity cards and other devices are helpful in remaining in constant contact.
- Delight – Remember when you were a kid and you ate Cracker Jacks? The prize has surprised us all but today patients desire more sizzle. We all know the surprise but now want more. So today we must provide more zing for all patients. Patients today want to be “blown away”. I was visiting Starbuck’s recently and I frequently visit one particular shop. As I approached the counter there was a Venti coffee at the register. My barista saw me coming from the parking lot, as I entered I we exchanged hellos. He told me my coffee was waiting. What can your practice do to become more sizzle for your patients.
- Discovering other ways to delight and Help. The patient experience is about becoming a valued advisor. Patients desire a trusting relationship and want to return to socially conscious people. Nordstrom’s used to do this when they were first expanding. Visit Nordstrom’s and ask for a specific tie, shoes or cufflinks. If unavailable the sales representative will indicate not only the closest store but also a competitor. Sometimes service means just being a helpful advisor.
© 2012. Drew Stevens PhD. All rights reserved.
Drew Stevens Ph.D. is a world-renowned marketing mentor for chiropractors. Dr. Drew transforms struggling chiropractors into wealthy chiropractors. Contact him at www.stevensconsultinggroup.com and ask for his new book Patient Acceleration – What Was Not Taught At Chiropractic School.