Article by Wellsites Design
One of the key secrets to having happy & loyal clients who refer is to have outstanding customer service. Every private practice that wants to be successful needs to build a trusting relationship with its clients that is built on a professional, personalized service.
No matter how of all the people in your private practice interact with your clients or prospective clients (by phone, email or face to face) make sure that they focus on delivering the same high standard of customer service.
So what does outstanding customer service involve? The following ten points illustrate the basics of developing good relations with your clients:
1. Make sure that your loyal clients feel valued.
Let your clients know that you appreciate their business by thanking them. This can be a personal phone call, an e-mail or a handwritten thank you note. You may even decide to give them a free gift that is of worth to them. Remember: a client who feels valued is more likely to come back and tell others!
2. Manners are nice… but expertise is better.
While it is very important that everybody in your practice who comes into contact with your client is polite and cheerful, a positive attitude is worth nothing without product or service expertise. Ensure that the people taking the bookings or answering enquiries have the knowledge and authority to deal with client questions and complaints in a fast and effective manner. A response of “I know exactly how to assist you” will have a far greater impact than a polite “I don’t know anything about that”.
3. Ensure a timely delivery of your product or service.
Did you know that one of the most common causes of client dissatisfaction is being made to wait? Make sure that you see your clients at the time when they are booked. Or if you are selling products to check and be sure that they are arriving within the promised time frame.
4. Don’t make promises you can’t keep.
Clients appreciate honesty. If you promise something, make sure that you can deliver on it. Otherwise, you will be doing your practice a great disservice. People are far more likely to repeat stories about poor client service than top notch client service. Its human nature – we expect the best!
5. Don’t pass the buck… take responsibility.
If a mistake has been made or a client is dissatisfied with the product or service they have received, take ownership of the problem and assure the client that their concerns are valid. Show them that you are willing to work with them to solve the problem. This will help them to realize that no deliberate deception took place. In fact, when their problems are handled in an efficient and timely manner, these people can often become some of your best clients!
6. Reward client loyalty.
Do you have clients who regularly see you or refer people to you? Have you taken time lately to thank them for their business? This is a very important strategy that many private practice owners neglect as they focus entirely on attracting new clients. You need to acknowledge the value of these loyal clients because they truly are your bread and butter.
7. Be available.
Be sure that your clients can easily contact you or leave a message for you. This can be by phone, voicemail, fax, or e-mail. Although smaller practices may not be able to afford a personal after hour’s answering service, there is no excuse not to have a professional voicemail facility. Make sure you always let people know when they can expect a response by.
8. Respond to enquiries and complaints in a timely fashion.
A quick response to a casual enquiry will appear professional and therefore establish credibility. As for responding to client complaints, think of it as damage control! The faster you respond, the more likely it is that you will be able to both repair the mistake and restore the client’s faith in you.
9. Attitude matters!
No matter how you are really feeling; a friendly, positive and helpful attitude is going to provide your clients with faith in your and your services and in return give you & your practice great reputation!
10. Personal touches are the icing on the cake.
Clients who know that you have gone the extra mile to help them meet (or exceed!) their expectations are the ones who become loyal clients for life and will refer others to you. Every little bit counts!
Take the opportunity to focus on creating a quality service experience. And the great thing is, while improving your client service doesn’t have to cost you a penny, it will be what sets you apart from your competition.
It Has Never Been Easier To Get Your Natural Therapy Business Online
Contact Wellsites today at to find out more:
26 Mar 2010
Article/Information supplied by Wellsites Design
Disclaimer - Any general advice given in any article should not be relied upon and should not be taken as a substitute for visiting a qualified medical Doctor.