All Smiles – How Your Office Staff Impacts Patient Experience

All Smiles – How Your Office Staff Impacts Patient Experience

If this is what your offices staff looks like, or feels like, then you need to regroup. Your office staff is the front line of your practice, and will impact the patient experience as much as (or more than) the quality of care. Their greeting is your patients’ the first impression of your practice, and their goodbye is what patients will have in their mind until the next visit. My mechanic can execute the fastest oil change this side of the Mississippi, but if his front office staff would take their bad hair-day frustrations out me, I’d be out of there in a jiffy, pun intended. But don’t just take my word for it: A recent PwC survey of 6,000 people released this year found that 34% were willing to switch medical providers if offered an ideal experience elsewhere. A report by KISSMetrics, claimed that 71% of consumers have ended their relationship with a company due to poor customer service. The good news is, turning things around is not too difficult. For starters, you can structure your staff’s time so that your patients feel throughout their visit, that your staff’s primary focus is on them. A warm smile upon arrival, a friendly “let me know if I can help you with anything” or a fresh cup of water will do magic for your patient’s experience. You can also put together a short survey for patients to fill out before they leave. With some luck, you’ll get some consistent negative feedback that will give you an indication of where your staff’s weak points are. Be sure to address any negative...
Growing Your Practice From The Inside

Growing Your Practice From The Inside

“It takes five times more money to attract a new patient, than it does to hold on to an existing one.” There’s a lot to be said (and done) about the importance of attracting new patients to your practice. Every practice, whether large or small, needs to have a consistent inflow of new patients in order to maintain growth rates over time. But as the old saying goes, a bird in the hand is worth two in the bush. And you’ll find study after study showing that investing in customer retention should take precedence over any other growth-related activity. Feed that bird in the hand, and it will generate more income for you than the two birds stuck in the bush. Consider the following facts about companies that focus on customer retention: They make more money: Boosting customer retention rates by just 5% can increase revenues anywhere from 25% to 95% They sell more: The probability of selling to an existing customer is 60-70% vs 5-20% for new customers They grow faster: Existing customers are 50% more likely to try new products and spend 31% more compared to new customers Practically speaking, all of this means that the customer you have sitting in your chair right now is more likely than anyone else to bring their family members in for their checkups. They’re also more likely to shell out the extra $500 for the fancier braces, or to try out the new cosmetic surgery you’ve been promoting. There’s one more important thing about your existing customers, maybe the most important. A recent poll by Invesp determined that a whopping...