Monday Morning Meeting: Seven Things
Your Customer’s Won’t Tell You Unless You Ask – They’ve Had A Great Experience
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 Tell You That They’ve Had
a Great Experience
Isn’t
that frustrating? They won’t tell you when you’ve messed up. And they won’t
tell you when you’ve done a good job. It’s hard to know when you’re making
people happy because they won’t always share their feelings with you.
The
good news is that if a patient had a good experience, they’ll likely share that
with others. This positive lip service is invaluable to your office and it’s
free.
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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