Monday Morning Meeting:
Seven Things Your Customer’s Won’t Tell You Unless You Ask – Old or Dirty
Facilities
Did you know that customer
research has shown that 96% of people won’t take the time to complain to a
business? This means that only 4% of
those who had a bad experience at your office will tell you about it. However,
you better believe that those who didn’t complain to you will certainly be
complaining to someone else….
It’s important to provide
your patients with the opportunity to express their frustrations or
disappointments. But it’s more important to listen to these complaints and to
utilize this knowledge to improve future patients experiences. It’s all about
increasing the positivity people!
Patients Won’t Complain to
You About Old or Dirty Facilities
You work in that office 5
days a week. Chances are you’ve been in that office for 15, 20, 30+ years. Do
you even notice the scuffs on the walls? The old carpets? The broken ceiling
tiles in the bathroom? The outdated furniture?
Probably you don’t. But your
patients will notice it the moment they walk through the door. You’re running
an office in which surgeries are occurring daily and patients want to feel like
your facilities are pristine and sanitary.
But you better believe that
no one is going to complain about this to you. Instead, they’ll tell their
friends… “Dr. Smith was really nice but his office was dirty and old. I’m not
sure I want to have my dental implants placed there.”
What Can You Do?
These are tips we found that
can help improve your office and customer interactions.
Host a Customer Focus Group
Customer focus
groups interviews are a great way to hear specifics on what
customers like, dislike and ideas for new products and services.
Customer Satisfaction Survey
Customer
satisfaction surveys can provide the data to identify what is
working and what needs to be adjusted on services and products. It also
provides correlations between what the customer values and their intent to
continue using products and services.
Customer Comment Cards
Customer
comment cards provide more immediate feedback from customers and
can capture customer response while the experience is still fresh in the
customer’s mind. This is a great opportunity to identify those things
that affected the immediate experience
of the customer.
Customer Interactions
Relationships really
are the name of the game and interacting with customers on a regular basis
sends the message that you care and it makes them feel valued. I don’t
think I’ve ever dined in a nice restaurant without seeing the manager
interacting and thanking customers for coming in and checking on their
experience.
Service Recovery
Every organization should have
a service
recovery process that allows employees at all levels of the
organization to fix customer problems. Great organizations do a good job
of this and it pays off by creating a committed, loyal customer base.
Hearing customer
complaints can be difficult, particularly when you and your
employees are working so hard. However, until you can identify those things
that the customer wants, and is willing to pay for, you are wasting your time.
Customers who share feedback with a business are gifting them with the
information they need to provide the products and services that people are
willing to pay for.
Learn More About Customer
Service Here: http://thethrivingsmallbusiness.com/articles/7-things-most-customers-wont-complain-about/
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