You deliver impeccable treatment; your clinical outcomes are exceptional…but what about the client’s experience.
The customer experience starts with their first inquiry all the way thru to after they leave your practice.
Hi, I’m Dr. Andrew Arnold (Chiropractor) and in this article, I want to discuss some ways you can improve customer experience.
The first step:
The first step to finding out what your client’s problems, challenges, and concerns are outside of their immediate presenting problem. How easy it is for them to do business with you?
Put yourself in their shoes.
You’re in pain and busy and want information fast. You want a specific search online relating to the healthcare practitioner you believe you need. You want access to additional information and reviews so you can make an initial informed decision. You want to contact the practice easily and effortlessly and reach a ‘real person’ to further discuss your needs. You want to feel this person cares and is genuinely interested in your needs and wants. You then want to make an appointment that reasonably fits with your schedule. The practice needs to be easy to find. Parking on site is helpful and ground floor access is preferred. The initial patient questionnaire was emailed to you, so you had time to read it thoroughly and complete it prior to your appointment. You are greeted warmly by the reception as if they already know you. The practitioner comes out and does the same. You feel you are in the right place. You are not kept waiting before being welcomed into the consultation room. As you leave you to feel a vote of confidence with not only the practitioner but the entire experience so far. You know exactly what you need to do next. Later that day you receive a text checking in. The following day an email with some additional information and a video of the practitioner going thru what to expect at the next appointment.
You get the idea…
Health practice delivery goes way beyond the consultation room.
The next step is to learn how to uncover our clients’ needs and wants beyond the pain?
- Before asking our clients directly I recommend online enquiry. I use GOOGLE TRENDS and ANSWER THE PUBLIC. These services will provide you with the kinds of questions the public are asking about your modality.
- Ask for reviews from your regular clients, e.g. Google, Facebook. Your best clients will be honest with you, what’s working well and what’s not!
- Post a survey on your FB fan page. Keep this simple, 4 Y/N and 1 descriptive.
- Check out what other practices are doing?
Healthcare delivery is always about striving for best practice. Find out what your clients want underneath simply pain relief. This is one of the keys to building a wellness practice.
To learn more about how you can attract more clients and build your customer service experience just click the banner below.
Customer experience is more than managing pain. Use online tools to uncover clients needs and wants. Ask for feedback, use surveys. Get reviews.
Find out more…
Andrew believes for health practices to thrive, their owners need to, what he refers to as ‘step up into their power’. Leadership is about leading. Sounds simple right? So why are so many practice owners struggling to make a living, eventually burning out and giving up?
Andrew has successfully built 2 multi-disciplinary health practices to nearing a million pa. He has mentored many leading practice owners helping them reach this target and beyond.
Andrew is married to Dr. Linda Wilson, the Stress Specialist and has two children, Isaac and Bella. He lives in Melbourne, Australia.
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