Who’s the most important person in your facility? Your doctors? Pharmacists? Nurses? How long would it take you to name your patients as the most important people? Can your facility afford to not have your patients be your most important people? We’re not saying your doctors, pharmacists, and nurses aren’t important as well, because they undoubtedly are, but it all comes back to your patients at the end of the day. Chances are, you’re already doing as much as you think can be done to delight your patients, but when it comes to customer service, you could always be improving. We have some ways you can delight your patients here.
The most important thing you should always remember when it comes to customer service and serving your patients is to be human. This may sound obvious, but so many people overlook this important step. Nobody wants to talk to a robot. Everyone has a different personality, so just be yourself. People will like you more if you don’t try to conform to their personality and just be you instead!
Don’t be afraid to ask your patients questions. You can learn a tremendous amount by asking about them, their needs, and their wants so you can provide them with a viable solution. The more you know, the more you can help, so be prepared to ask them questions and show you’re happy to learn from them.
Put a smile on. The day will be better and easier if you just keep a smile on your face. Leave all your worries at the door and show you’re ready to serve each patient and give 100% to each person who comes in the door. A happy staff = happy patients. Happy patients will be willing to spend more, recommend your service to those they love and trust, and feel like they have great value for their money. Don’t start the patient interactions poorly. Each member of your staff should be equally responsible for making sure everyone, patients and staff, has a smile on their faces.
Create an experience that exceeds your patients’ expectations; this goes beyond just making sure they are satisfied. Provide a stress-free and delightful experience: this includes giving them all the necessary information and provide solutions for all their main concerns. You’re their source of information throughout their whole experience at your facility, so make it a positive one. Show them you care about their well being instead of it being just another transaction. Make it personable and happy and they will continue to return to the place where they felt good. Another important thing to remember is not to rush your patients. While timing is important, so is patient satisfaction, so do not make your patients feel like they are rushed and forced to leave.
An important tip to keep in the back of your mind all the time is that only 1 in 20 unhappy customers will speak up or complain about their poor service. Others will walk out of your facility and tell 10 other people about the negative experience they had. Just because they aren’t talking or don’t necessarily look upset doesn’t mean they are satisfied.
Remember, if you don’t delight your patients, someone else will. They will take their future needs somewhere else where they feel appreciated and welcomed. Happy patients are loyal to you, will refer your facility to others, help you and your staff perform better, and improve your income.
How can you ensure you are doing everything you can for your patients? Look at your staff; they are your most valuable investment. Having the right people on your team and paying them well is your magic trip to excellent service. Also make sure your employees work well on a team. If the staff is happy, your patients are more likely to be happy.