The heart of your business is your customer’s. When they are not happy you can be assured that they will share that with everyone. When they’re happy they will be quick to also let others know. And when something has happened and they know they are not the center of our practice they will be sharing their unhappiness with the neighbors, friends and strangers at the grocery store. In order to provide the best experience to your customers it is important to know who they are and what they care about.
Your patients might value great care, easy billing practices, or relationships. You may have clients that only care about the overall cleanliness of the office. And what patients find important today may change as they have a family, gat a divorce or switch jobs. It is important to know this because in order to provide superior care to a variety of patients you have to first know what it is that matters to them.
Reflect on what they want and what they value most. After you do that make sure every part of your office meets those same needs of your patients. If you are missing something adjust quickly and implement new strategies that will let your customers know you are thinking of them.
Once you have accessed the primary needs of patients you and your staff should agree upon a method to continue to evaluate how your patients feel about your office. You can utilize different methods such as asking patients when they leave how their experience was or you can utilize social media in order to gather reviews. The method you use doesn’t matter. What matters is that you’re aware and you constantly adjust accordingly.
Great teams take effort. Take time to work on your practice regularly to build quality communication and strengthen your results. For more information and to read other articles, please visit us at www.saltdpm.com.