Is your office providing top-notch customer service?

Great customer service is an important part of any business and plays a large role in creating loyal customers. Medical offices are no exception. A medical office that provides great customer service is much more likely to have loyal customers that recommend them to their friends and family. Here are some of the benefits of paying attention to the entire patient experience:

You’ll more likely to get positive online reviews. Prospective patients often check out online rating and reviews for physicians before they make appointments. Long hold times and poor phone etiquette may have little or nothing at all to do with the quality of medical care you provide. But it can result in poor online or in-person reviews that can make people think twice about making an appointment to see you. When someone has a bad experience with a business, they often share it with other people in person and on social media.

You won’t lose patient revenue. Today’s consumers are highly likely to switch companies — and often do so — because of a single poor customer experience. Main reasons for switching: Not feeling appreciated, not getting answers to their questions, rude/unhelpful employees, long waits and otherwise not having their needs met.

You’ll boost patient retention. All it takes is one bad experience to ruin a relationship with even the most loyal of customers, and it’s not very easy to win them back. According to one study, 91% of unhappy customers will never come back to the companies they left. Research also shows that it takes about one dozen positive experiences to make up for just one unresolved negative experience. It is possible to work things out with an unhappy patient, but that initial experience can never truly be erased.

Gauging the quality of the customer service you provide to your patients can be difficult. That’s why at National Recalls, we can conduct Patient Satisfaction Surveys on your behalf. We cover a range of questions pertaining to each patient’s experience during their last visit with you. It’s valuable information that you can use to identify — and address — issues that are making your patients unhappy or less than satisfied. Ready to get started? Give us a call at 1-888-770-3307.