You can’t make everyone happy. You are not an avocado!
In business, the goal is for everyone to be happy. In theory, it is simply good business sense. When the employees are happy, the environment attracts patients. They are treated with excellent customer service, they love you and refer to you, and the result is more patients.
In theory, this is excellent. In reality, a little impossible. Here are some tips:
1- Avoid Miscommunication. Repeat back. “What I hear you saying is…” Use scripts to have clear answers to frequently asked questions. There is a difference between what we say, what we meant to say, and what the person actually heard. Scripts help for these to be the same with greater consistency.
2- Answer Questions Before They Are Questions. This sounds silly. How do you answer a question before it was even asked? When presenting a ROF or any patient education you should fully explain so that there are no questions. Essentially answering the question before they are questions. To do this list the most frequently asked questions and script your ROF and Financial ROF to touch on all these points. This can also help you when actually answering questions; script your responses to answer what they asked and the three questions that they didn’t ask. This will also be for “Wow Customer Service, and you will be viewed as the most knowledgeable in your field. When we avoid those feelings, the patient’s perceived value of you and your service is high.
3- Be Consistent. 100% 100% of the time. Consistency is key. When patients know what to expect and you meet or exceed these expectations, they are happy. While “the best marketing of all is happy clients” there will be times where you didn’t hit a home run. When that happens, regroup and apologize. Find out what happened and what needs to change to prevent it from happening again. It is possible to turn a bad experience into a good one. I have been told that the secret to success is hard work and integrity. Work hard and the patients will see it and love you for it.
—
