Keeping Your Clients Satisfied
How clients are provided with a service, and how satisfied they are with that service, is often forgotten in the process of getting the work done. Questions or complaints are not monitored well, and little effort is made to inform clients of issues that affect the service they receive from the professional's office.
You need to understand what your clients' expectations are of you, your staff and your practice so that you can set goals that will meet or even exceed client expectations. This will build client loyalty.
- Develop and distribute handouts explaining your practice, your philosophy and what your clients can expect from you
- Address client needs as promptly as possible. Listen to their complaints and learn to anticipate their needs
- Keep your clients close to the action. Typically, your client will forget you when they leave your office until they need your services again. Provide periodic newsletters or bulletins to build up long-term client loyalty
- Be honest with cost estimates and obtain agreement from clients in advance. Clients who are unpleasantly surprised by an invoice or a charge they weren't expecting may not use your services again, and may inform others of their dissatisfaction
- Keep your clients informed about your office policies. Health care professionals in particular need to set boundaries about phone calls and unexpected walk-ins to the practice, so let your clients know when and how they can contact you personally, or when they should speak to your staff members
- Ask your clients to provide you with feedback about the services you provide them and your practice in general by using questionnaires. Do this as soon after you have seen them as possible while everything is still fresh
- Hold a client survey at least annually and use the responses (which can be anonymous) to improve those areas of your practice that are lacking.