Recently, I completed several home improvement projects. They became more stressful than anticipated, and there were periods of facing the "unknown." After my projects were completed and the contractors were gone, I realized no one left me any information about how to care for my new countertop or provided me with warranty information for my new carpeting.
While I could call the contractor for a follow-up, the fact that it was up to me to take this extra step after I had already spent a fair amount of money, well, I found it irritating, and it affected my overall experience.
The same can be applied to patients of P&O firms. Are you remembering to include customer service beyond the examining room?
Much like my experience with remodeling “unknowns,” your new patients typically have no insight about what the fitting experience entails. To help make the process easier for them, and to create a good impression about your practice, here are some ideas to consider:
Education – Arguably one of the most important parts of the first visit is education. Patients will be nervous and may not remember everything they are told, so create a packet of information they can take to read in the comfort of their own home. Include brochures about your practice, information about the various appointments that will take place, a wearing schedule, skin care, care of the device, and more.
Contact Information – Don’t count on a patient automatically taking a business card off the reception desk. Hand one to your patient personally, or make sure the receptionist does it upon check-in. A business card can help the patient remember your name and the name of your company. It also provides reassurance that if there is a problem, you can be reached.
Manners – Have an in-service with your staff so they are aware that everything they do or say, the patient takes away with them. That includes a cheery and patient phone manner to a “good-bye, thank you for coming,” when they exit the front door. Make them comfortable, show them you care, and they will be more likely to maintain their prosthetic relationship with you.
This is a topic I plan on revisiting. I think it is a very important marketing practice. I hope readers will send me their ideas that have worked. Also, if there are topics you’d like to see covered, please comment or feel free to e-mail me at patty@rspr.com.
Make your day matter!
Patty Johnson
