Chances are you have been a victim of bad customer service at some point. When this happens, you may begin to associate that negative experience with the business where it occurred. Most of the time, one bad customer service experience doesn’t mean you never go back, but, if it happens multiple times, that is when you have a problem.
In most cases, the problem isn’t that the individual employee doesn’t understand the right way to handle patients; it is usually more than that.
So how do you make sure your employees don’t end up losing business for you?
The first step is selecting the right people for the right position.
Every employee in your practice needs to have extremely competent interpersonal skills.
To help make this determination:
- Be sure to outline the most important job requirements, especially parts where they will be interacting with patients.
- Craft questions for the interview based on situations the candidate may find themselves in.
- Enlist several people to help with the interview process to get an objective view.
- Have all serious candidates (after you weed out those that don’t qualify) take some sort of personality assessment.
After you have found the ideal employees, it’s time for the second step, making sure everyone treats patients correctly.
This step is actually harder than the first step. I believe this is where many practices fail because it takes work to do and to maintain. With step two, it all comes down to communication.
In order to create a patient-focused environment, it is important to:
- Hold meetings to discuss ways to ensure your patients have positive experiences.
- Develop a system to measure performance.
- Be sure to follow up exemplary performance with rewards based on what each individual’s preference for reward is.
By following this two-step process for creating the right patient relationship environment, you will not only improve the retention rate of your patients but you will also get more business from them. It will also give you a highly competitive advantage in the marketplace.