24th November, 2009
No-Shows
How do you handle no-shows? Dr. Neil Gailmard, editor of Optometric Management’s Tip of the Week points out this seemingly innocuous policy decision is a window to the core of your customer service philosophy. Do you let them slide? Do you give them stern warnings? Threaten or even charge them penalty fees? Or do you use it as an opportunity to demonstrate your extraordinary customer service?
I love Dr. Gailmard’s take on the subject.
The vast majority of ECPs don’t get it. They think they are good at customer service, but once staff members begin to protect the practice from unfair treatment by the public, you go down a slippery slope. The office culture changes and the focus is no longer on showing patients how much you care. You end up perilously close to the same behavior we see in most healthcare offices: horrible customer service!
Fits right in with my philosophy on customer vs. patient.
Popularity: 45% [?]
Posted at 4:32 pm | Comment (0)
9th November, 2009
Spreading the Word
Nothing is more powerful in growing your business than word of mouth. So, after you’ve knocked your customers’ socks off with your unforgettable brand of customer service, give them a couple of gift certificates (for your store, of course) to be shared only with friends. You’ll be giving them the opportunity to give their friends a gift and a good recommendation.
Popularity: 49% [?]
Posted at 1:53 pm | Comment (0)
3rd November, 2009
Cash for Clunkers
I stopped in at a local OD’s office today. Last month she ran a “cash for clunkers” promotion. She offered $100.00 off a new pair of glasses for patients that brought in an old pair to be donated to the Lion’s Club. Today she reported her promotion resulted in a 41% increase in revenue for the month. All she did to promote it was send this email to her patient list. Not bad for this time of year given the current state of the economy.
Popularity: 50% [?]
Posted at 4:10 pm | Comment (1)
