Elevating the Clinic Experience
- Implement small touches like offering water, tea, coffee, or even customizing the patient’s experience with scents, music, or a TV show during their treatment.
- Strive for a Ritz Carlton-level, five-star feel in the clinic to create a premium atmosphere.
Core Values Drive Customer Service- Customer service is the top core value in the business, only second to integrity, which is considered a given in the company.
- Focus on three key aspects of customer service:
- Product/service with no defects: Ensure clients receive flawless care.
- Timeliness: Provide services as quickly as possible.
- Friendliness: Ensure all interactions are courteous and kind.
The Importance of SOPs (Standard Operating Procedures)- Develop and implement SOPs to guide every staff interaction with clients, ensuring consistency across all locations.
- SOPs should reflect the company’s core values and guide customer service delivery.
- Include SOPs as part of a comprehensive 2-3 week onboarding program for new employees.
Staff Empowerment for Exceptional Customer Service- Empower staff to make decisions that enhance the client experience, similar to the Ritz Carlton's "no questions asked" policy.
- Allow staff to spend $400-$500 to solve customer issues, whether through refunds or special gifts.
Fostering Personal Connections with Clients- Use first names to foster a personal, family-like environment, which reflects the company’s culture.
- Encourage staff to ask about clients' personal lives (kids, pets, sports teams) and make notes in their charts to build rapport.
- Treat patients as "clients" rather than "sick patients," emphasizing that they are healthy individuals looking to improve their lives.
Requesting Reviews- Don’t hesitate to ask satisfied clients for five-star reviews on platforms like Google, Yelp, and Facebook.
- High numbers of positive reviews improve SEO rankings, helping to boost the clinic’s visibility.
Customer Care Equals Business Growth- Always show genuine care and respect for clients, as they are the key to your business’s success.
- Consistently follow up with clients to show that you care beyond the treatment, increasing customer loyalty, referrals, and long-term business growth.
Conclusion: Building a Strong Brand and Company Culture- A strong company is built on consistent customer service driven by core values, SOPs, and staff empowerment.
- Regular feedback, reviews, and personal touches elevate the customer experience, fostering loyalty and a positive brand reputation.
