Small Shifts, Great Rewards #1
If this is you,…
You pour your heart into your practice,
Invest time, energy and money,
Give blood, sweat and tears,
…than true success is right around the corner.
It doesn’t take transformation or huge changes.
All it takes are small shifts to see great rewards.
Here’s one…
“Chase money and come up empty handed. Pursue influence and gain the world.” -JK
If you are constantly,…
- Checking your bank account,
- Worrying about money,
- Trying to hide it, save it or hoard it,
Instead, try this…
- Express your ideas, solutions, and tips more.
- Write more, share more, post more.
- Focus your topic, niche, and reach.
And what you might find is your purpose and passion…and gain the world.
How Customer Service Affects Your Bottom Line
It’s not new that customer service is important. But most private practice owners don’t know how to improve it and are missing out on the great rewards.
So how much is it really costing you?
According to leading business research conducted by the Harvard Business Review, it’s costing you a lot more than you know.
Improving the customer service level by just 5% can increase profits by 125%.
Here’s more,
- Businesses who make customer service a priority can make 60% higher profits than rivals
- It can be 7 times more expensive to get a new customer than it is to keep a current one.
- Negative interactions spread to 2 times as many people as positive interactions.
- 91% who are not satisfied will simply never return.
- 96% of unhappy customers will not complain.
- With the power of social media and the internet, a customer who is dissatisfied will tell 9-15 people about their bad experience.
- 52% of consumers trust online reviews just as much as personal recommendations.
So how does a private practice start making “customer service” a priority and enjoy the rewards?
Customer service for private practices can be broken down into 5 distinct categories. They are:
- Communication Convenience
- Pricing Transparency
- Clinical Clarity
- The Patient Experience
- Complaint Resolution
But the essence of customer service can be boiled down into this one important principle. . . “It’s how you make the patient feel that matters most.”
Here are some quick tips you can use immediately to start improving your clinic’s customer service level.
Respect Them and Their Time
- See them at the time of their appointment. If their appointment is at 9am, get them started at 8:55 or 9:00 am. Not 9:05. And definitely not at 9:10.
- Avoid staring at a computer screen during the exam while they are sitting right next to you.
- Get new patients in based on medical urgency. Don’t make someone suffering wait too long to get in.
Remove Financial Ambiguity
- Let the patient know what the cost-of-care is going to be on their first visit.
- Do not make them wait until EOB’s are in, or keep them coming in without knowing how many more sessions they are going to need, etc.
Recognize Their Individuality
- Not every patients wants to come in two times per week for 4-weeks (or do they need to). Tailoring a program that fits their schedule goes a long way in enhancing customer satisfaction.
- Some may want more self-care and things they can do on their own while others may want to come in more often and receive care in the clinic. Learning what the patient might be wanting and designing a plan that meets their expectations is important to elevating your customer satisfaction.
Your staff play a large role in making the patient feel important, listened to, and cared for. Installing an efficient and effective training system that translates into actual performance improvements can reap huge rewards for your private practice.
Whether you are a 2 or a 40 person team, customer service should be made a top priority if you want to enjoy the rewards of a more loyal following, higher revenue and more referred family and friends.
If you want to improve your clinic’s customer service system, click below to learn more about the TRANSCEND ClinicalEX Bootcamp coming July 7-9. Doors are now open for the Early-Bird registration discount.
“Not Your Ordinary CEU Course”
Which One Are You Most Like?
Go through and circle the number of the trait that most closely matches you. There are 12-Points
Download the PDF to do the exercise below.
See which one your’re most like. It can help you identify areas needing work but more importantly it can help you visualize a model to follow. Speeds up the time to success!
Download the PDF to do the Exercise.
So, which one are you most like?
There are 12-points that are being compared. How lose close are you to the successful one?
(Quick time-out for a second) Mac in his sparring gear! He models after me 🙂
Do you know what makes the above two practice owners different?
Seems like there is a huge difference on paper but believe it or not it’s not as much as you might think.
I work with clinics that flounder as well as those who generate $3mill and $5million (and more) in revenue and I have to say, there’s no reason why you can’t be like them.
It only takes a few key adjustments to become a “Power” Practice Owner.
(And that’s the truth.)
The difference can be made up with a few key items.
They are:
- UPC
- GTC
- and “IWTQAR”
You are asking what the hell is that, right?
Well, this is what I’m covering on the first Live Session of APC11. You can find out more about it here.
(Doors close in a matter of hours.)
But believe me when I say, this could change everything for you.
This is a private group training online for 11-weeks.
Which means…
It’s private, and personal, and geared for fast results.
So, if you are truly grasping what this is about and what it can do for your practice and personal life, you will see why you can’t let it pass by.
This kind of live online training that helps you become a “Power Clinic” only comes along once in a blue moon.
Take advantage of small windows of opportunity like this, because that’s where the greatest treasures are usually found. Learn more.
I go live… Tuesday (April 4) at 12noon PST. And don’t sweat it if you can’t make this first one since a replay video will be available. You won’t miss a thing.
Ok, gotta go!
Keep moving forward…
James Ko, PT
IndeFree
P.s. It’s a 100% money-back guarantee. You have 3-weeks to try it out and see if it’s right for you. If not, simply shoot me an email and I’ll refund your entire enrollment fee. And I won’t take it personally, swear.