Customer Relationship Strategy-Key Ingredient #2

Last week’s marketing tip was about having a customer relationship strategy in place and we discussed the first key ingredient out of five. If you missed last week’s post, you can read it here.

This week, on to—

Key Ingredient #2

This key ingredient is all about your people and what you do with them.

  • Select the right staff and communicate your vision to them. Nothing is more important than everyone being on the same page, believing in your vision and having a great attitude. One bad apple will spoil the whole bunch and lose customers too.
  • Develop training programs to eliminate any of the guesswork for your staff. If your employees are not sure of an answer to a customer question, it’s o.k. Make sure they let the customer know they don’t know but will find out. Many sales are lost due to employee indifference to a customer request or question.
  • Hold regular meetings to get employee and customer feedback. Take care to make and implement any necessary changes for improvement as quickly as possible.
  • Develop a plan to handle customer complaints effectively. Things happen, but don’t let your customers fester with their complaints. It won’t turn out well. After you handle the complaint, take care to make and implement any necessary changes so it does not happen again in the future.

Next week, key ingredient #3.

Kathy Jiamboi
Owner of Creativedge Marketing, where growth-oriented dentists find dental practice marketing strategies and advice to take their practice to a new and higher level.
More articles by: Kathy Jiamboi

1 Comment

  1. Yes, totally agree with you Kathy! We concentrate on finding the right teammates and then training them. Every week we close down for two hours to work on our operations and for continuing education. Need help with your training, ask your suppliers. Our suppliers come in a half a dozen times a year to educate us on various subjects. Also by having your staff do some of the training they (the instructor) become much better at the subject just in preparing for the class. Some of the classes we’ve done at Big Creek Pet Hopsital includes, cleaning your pet’s teeth (I’m flossing more now), intestinal parasites, heartworm lifestages, etc. Next month one of our suppliers is doing a class on nutritional supplements. Bottom line is better trained staff is better able to help our clients and their pets.

Comments are closed.

Patient Referral Guide

Download our Complimentary Resource: The Complete Guide to Getting More Patient Referrals

Thanks for signing up! Your download will begin momentarily.

Get Your Free Visibility Report

Get Your Complimentary Online Visibility Report

Thanks for signing up! You will be redirected.

Get Your Free Adwords Audit

Get Your Complimentary Adword Audit

Thanks for signing up! You will be redirected to schedule your one-on-one Google Adwords Audit with Kathy.