If you manage a dental or healthcare office, you want the best patient relationships possible. Good relationships mean happy customers, a positive online reputation, and, ultimately, a successful business. Healthcare and dental customer service are at the front of the minds of leaders in this industry since it directly impacts patient acquisition.
Check out these top tips from some major players known for superb customer services and how you can borrow their practices for your office.
Customer Service Best Practices from Apple
Apple has a long history of assisting customers by addressing technical issues appropriately and with a polite, friendly approach. This method is tracked through a metric called Net Promoter Score (NPS). NPS reflects customer loyalty, company growth, and customers who are so supportive of the brand that they promote it.
In 2017, this score was an incredible 72 — significantly higher than any of Apple’s competitors. Imagine acquiring that level of customer loyalty from your patients. They would eagerly recommend you to friends and family, suggest your practice in online groups, and promote you on social media.
So what can be learned from Apple’s success? According to a book written by the tech site Gizmodo entitled How To Be a Genius: This is Apple’s Secret Employee Training Manual, the secret sauce is considering the experience its customers have at each and every touchpoint. For a dental or medical practice, these touchpoints occur from the onset of marketing to the moment they walk out the practice doors.
Apple also employs a clever acronym with all of its customers: “(A)pproach, (P)robe, (P)resent, (L)isten, (E)nd.”
When a customer experiences all of these steps, they should leave feeling welcomed, empowered, and content. These are the same feelings you want clients leaving your practice to have.
Customer Service Best Practices from BMW
If you know a BMW car owner, you have probably witnessed first-hand the level of loyalty these drivers have to the brand. The reasons behind this loyalty are described in the book Business Confidential: Lessons for Corporate Success from Inside the CIA.
BMW focuses on selling to existing BMW owners because they are confident these drivers have already enjoyed the experience of owning this branded vehicle. They have already delivered the peace of mind car owners want through their high-end service packages.
What can be learned from this company when considering customer service best practices? Ensuring a positive experience leads to high levels of customer retention. When building relationships with patients, every person should be treated as an important visitor, making empathy and care evident in every interaction.
Customer Service Best Practices from Chick-Fil-A
If “My pleasure!” rings in your ears when you think of Chick-Fil-A, you have probably experienced the level of customer service this business is known for and consistently delivers to customers. Chick-Fil-A not only does more business in its six-day operations than McDonald’s does in seven days, they also have an impressively low turnover rate.
Employees at Chick-Fil-A are taught to go the extra mile for each and every customer. President Dan Cathy explains this policy well: “If you want to make a difference, step over the line and into that second mile, because magical things happen there. There’s joy and fun and reward in that second mile.”
Some examples are seen in carrying trays for moms with small children, placing flowers on tables, and going above and beyond with polite phrasing to customers. The vibe this creates is not only warm and inviting, it feels generous to patrons, a lesson that is applicable to any medical practice.
How do dental customer service and marketing coincide?
Marketing and customer service go hand in hand. The former is how you get customers; the latter is how you keep them. Outstanding dental customer service should be used in your marketing strategy by creating positive touch points you want clients, patients, or customers to experience from their first interaction with you.
One strong approach to reaching potential patrons is through content marketing. The best healthcare content marketing strategies start by establishing a buyer persona, so you know who you are talking to in your marketing. From there, you can build a content strategy that includes attracting awareness, cultivating conversions, and winning over new customers.
Inbound marketing , and even further, outbound marketing can be a great asset. It focuses on bringing value to a customer through providing them with relevant information: Attracting, converting, closing, and delighting your potential new patron using a combination of social media, SEO-friendly blog posts, landing pages, paid ads, and nurturing campaigns. Furthermore, inbound marketing costs 61% less per lead than outbound marketing.
To learn more
To learn more about working with the experts in digital marketing, contact iProv today! We specialize in helping dental and medical clinics get the most out of their patient acquisition efforts with the best healthcare content marketing. We know how much you care about building relationships with your patients, and we can help you show that to the online world while driving more patients through your doors.
A note about safety during the COVID-19 outbreak:
At iProv, we want you to stay safe and healthy during the COVID-19 outbreak. As a digital marketing company that helps healthcare providers reach more patients, following the guidelines in your area is more important than ever. Use telemedicine services whenever possible for regular healthcare visits. If you have concerns or think you may have been exposed to COVID-19, take a free online health screening.