Dr Kinnar Shah
Practice Success Strategy 3
7 Star Customer Experience
That’s what delivering the highest level of Customer Experience can do.
Customer Experience has the capacity to make or break a dental practice.
It is quite possible that you have an excellent and competent dental clinic with well-intentioned staff but still face a challenge in bringing in clients because of the subpar customer experience.
There are several factors like a long wait, feeling ignored, being rushed around, no proper sitting area/arrangement or not welcomed properly can live a sour feeling for the customers.
- 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back (switch to a competitor). – 1st Financial Training Services
- 55% of customers would pay extra to guarantee a better service – Defaqto research.
- The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.
- Attracting a new customer is 7 times more expensive than retaining a current one. – Bain&Company
- 70% of buying experiences are based on how the customer feels they are being treated. – McKinsey
But what is the difference between Customer Service and Customer Experience?
Customer Service means to give advice and assistance to your customers, it is in direct contact with the customer and its main goal is to increase customer Satisfaction. Customer Experience on the other side is the ENTIRE journey of the Customer with you, from the moment they click on the website until the moment they leave your practice.
Customer Service is the contact between your team and the customer. Customer Service does not include Customer Experience, BUT Customer Experience very much includes Customer Service.
- Patients come to know you, like you and trust you.
- Patients give great reviews and referral about you and your company marketing it for you.
- They tend to become loyal to your services.
- So you create a friendly work place in which the main focus is to help your community.
- Developed techniques based on practical experiences
- Extensive research in the dental industry, other businesses and service providers and psychological and behavioural factors of people at the giving and receiving end of dental services
- We believe that a structured telephone Technique has the power to generate more businesses.
There are 7 Secrets I teach as part of coaching.
Here is one:
1. Offer a wet Towel
Ever been on a plane or in a restaurant and they offer you a nice fresh warm wet towel? It’s refreshing and feels lovely. You know the classy type you get from airlines and high-class restaurants.
Imagine you’ve got a cleaning done or a filling done. You feel better when you can freshen yourself up, wipe your face and hands in a lovely warm towel.
As a BONUS I also wanted to share with you, how to handle disgruntled patients because we all have them from time to time. This L.A.S.T Strategy has helped me transition the mindset of a patient from an unhappy one to a positive one.
I hope those were valuable insights of how to make a 7 star Customer Experience the standard at your dental practice.