- Make sure everyone you employ knows what service means and how it should be carried out in your practice or organization.
- No matter how briefly your staff interacts with patients or other customers, train them to use the patient’s or customer’s name.
- Give added value. Find ways to recognize long-time patients and referrers for their loyalty to your practice. Can be as simple as a handwritten note from the physician.
- Use technology wisely. It’s as important as intellectual capital in today’s complex world.
- Document, track and report. And don’t simply read reports – take action from the information and trends you extract from them and do so in a timely manner.
- Don’t compromise on quality in products, services or people – especially people. Creating a valued experience is an exercise in thoughtful details.
- Find out what your customers experience at your practice. Hire a mystery shopper. Implement a patient survey.
- Track and identify patient complaints. Allow the staff in those areas to help develop solutions.
- Maintain an open door. Reward staff members who communicate problems and patient concerns. Don’t criticize them.
- Experience your competitors. Find out what they are doing that could attract business away from your practice or organization.