Did you know that your customers/clients are more likely to share information to others about their bad experiences with you or your company than the good? You could have a client that you have been doing business with for several years and they have always been very satisfied, but did they tell others about your good service? More than likely they probably did not. But when something happens and they are less than satisfied do they remember all the good you have done and let it slide? Probably not, they will tell others about the bad experience and surveys show that they will probably tell about 7-10 people. That is a pretty amazing thing, all the good you have done really doesn’t hold up a straw to the one bad (in their eyes) experience. According to CSM (www.customerservicemanager.com) 75% of the general population said that when they have had a bad experience with a product or service they advise friends and family. That surpasses the 42% who said they always recommend a product or service that they really like.
It is very important that we have open avenues with our clients that allows us to interact and find out how they feel about the service or product they have received from our company. If we can talk to our customers at the end of a transaction with them and ask if their were any problems or service issues we could correct any negative issues that might have happened and make a major “save” with our clients.
How can you can you make sure this happens? At the beginning of the service transaction let your clients know your company believes in delivering the best service and products to its customers. In order to do this you need to request that your customers do the following three steps;
1. Ask your clients at the end of their service transaction if they have any unanswered questions or issues to please bring them to your attention so they may be addressed immediately.
2. When your clients go home if any questions come to their mind, ask them to please call the office right away, do not wait until their next appointment, The sooner they get answers to their questions the better they will feel and the more peace of mind they will have about their health issue.
3. Let them know if they are unsatisfied with any part of the service they received or product they purchased to please let us know right away, because our desire is to serve our clients and give them the best we can and they deserve.
Remember your customers/clients will not know what your desired policy is unless you make it known to them. It is good to mention your policy right before you start your transaction with them and then again at the closing of your transaction.
The best prescription for the problem is prevention.
12/7/12
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