It is the time for giving…
…are you and your staff giving your patients the treatment and services they deserve?
It is so easy to get caught up in the hustle and bustle of the holidays. The question really is “how is your staff handling the emotional roller coaster of the holiday season?” Do your patients feel welcome and wanted or do they feel they are obstacles interfering with the staff’s holiday shopping and scheduling of events?
It takes one bad patient experience to explode over the internet reaching thousands of people within minutes. The evolution of social media can make or break a business today. While the patient is in the office they can be sending Yelp or FaceBook reviews on how they feel about your practice – good or bad!
Your best course of action to avoid bad reviews is to be proactive. Consistently train your staff on the importance of good customer service.
Here are a few tips to review:
- Smile and greet patients when they enter the facility. If you are on the phone – multitask (smile and talk at the same time!).
- Make eye contact
- If the patient is talking, stop what you are doing and listen. Even better act interested!
- Remember details about the patients and they will love you forever.
- Remember to not take it personally. You never know why a patient is in a bad mood and with the exception of extreme situations, it is just part of being involved in a service environment.
Have you googled your practice today?