Marketing For Private Practices

Posts Tagged ‘customers’

Building Customer Relationships That Bring In Referrals

May 15th, 2010

Building Customer Relationships

Each day is an opportunity to strengthen your relationships with your customers. I recently went to a specialist for back problems, the receptionist was behind a frosted glass window, and there was a clip board on the front ledge to write my name, doctor and appointment time. I fill it out, and a few minutes later the receptionist cracks open the window removes the clipboard, and closes the window.

Twenty five minutes later I am still sitting in the chair no contact with a human being. I am starting to get a little ticked. Then the window opens again, farther this time, I can see a face. I think there is hope that I might actually make contact. She addresses me, asks for my insurance card, I try to ask a question, but like lightening the frosted glass door slams shut in my face. I am really mad now, I tap on the glass, Excuse me Miss, but I was speaking to you. No answer, I tap again, and the glass opens to a woman with glaring eyes, and she states in a voice meant to intimidate, “If you tap on the glass again I will have to ask you to leave”, and the door slams again. I am speechless; the gall of the woman to treat me with a total lack of respect was uncalled for. Another twenty minutes later I saw the doctor who was unapologetic for his staffs attitude and treatment of his clients, and I did walk out that office that day with plans never to return.

The last thing you want to do is alienate your client because of your front office staffs. This particulars staff made me feel as if I was taking up valuable air in their office that they needed to breathe.

The customer or client pays the bills of your staff, and you. Without customers you have do not have a business, so it is vital that your staff treat clients with the respect they deserve. It can be as simple as a smile and a warm greeting. It does not have to take up much time for a friendly staff member to strike up a non-business conversation with them. In the span of a minute or two your staff can bring a smile to the face of your customers, and a form a connection that could possibly last a lifetime.

Using non-business conversations about pets, the weather, sports, kids can help to put your clients at ease, and this can help open them up if you sell other products besides service for more sales opportunities.

Always address your client or customer by name.
Send out cards or e-cards on your client’s birthdays, holidays or anniversaries.

Clients are your business, and should be appreciated, and valued. There are a couple other reasons why you should build a strong relationship with your customer.

Making Your Services Valuable:

You are the expert the person they turn to in times of need. They want to know that in uncertain times that if something ever happened with their health, product or service that they count on you or your staff to be there, and treat them with respect. This is particularly important when your competition moves in to take them away. Competition is always growing, so this should be of concern, as this will always be in the back of your customers mind. Your own mind should always be on your competition, but you will not have to worry as long as you are providing your customer with a valued service, and respect.

There is no substitute for excellent customer service. Excellent customer service is the most important aspect of your business to a customer, even above your fees.
The Referral Process:

Building good customer relationships is vital because of the referral process. If you treat a customer or client with respect they are much more likely to refer family, friend, neighbors or co-workers to your practice or business. This provides revenue and builds your reputation in the community.