There are currently over 100,000 physical therapy businesses in the United States. This means that potential patients in your area have a lot of options when choosing where they would like to receive treatment. It is your job, and the job of your staff, to ensure that any potential patient receives the best customer service from the first phone call, until they are discharged.
Many business owners overlook the fact that people vote with their dollar. If they call your practice to inquire about treatment and they are met with a cold front desk employee, they may choose to spend their money somewhere else. If you went to work every day to earn an income and provide for your family, would you waste a single dollar of that money on a business you believed did not have your best interest in mind and treated you like a burden more than a welcomed guest? Of course not.
This is why customer service should be a top priority for every member of your staff. Here at Diane McCutcheon Business Management Consulting Services, Inc. we spend a lot of time talking about the importance of the first phone call. That is because it is the first opportunity for your practice to secure a patient, and a possible referral source. According to a study done by Lee Resources, “91% of unhappy customers will not willingly do business with you again.” Clinics that do not emphasize customer service may not be around long simply because potential patients are voting with their dollar, and going somewhere else.
Great customer service shouldn’t stop at the front desk, the clinic’s therapists and aides also need to make sure they are providing an excellent experience to their patients. According to a study by the White House Office of Consumer Affairs, “News of bad customer service reaches more than twice as many ears as praise for a good service experience.” So if the service that is being given at your practice is less than satisfactory, people are more likely to hear about it, and therefore more likely to choose to spend their hard-earned dollar at another clinic.
While physical therapy is an extremely important aspect of healthcare, providing rehabilitative therapy and improving someone’s standard of living, people sometimes perceive it as a chore. Giving new, current, and old patients an excellent customer service experience will help lessen their anxieties about treatment, resulting in happier patients sharing good experiences with other potential patients.
So when people are choosing where to spend their dollars, make sure your business is one of them. If you feel as though your staff could use some training on the best processes for ensuring a great customer experience, give the experts at DMBMCSI a call, and we would be happy to get your business where it needs to be.
Daniel Ramsey, Assistant Administrator
DM Business Management Consulting Services, Inc.
Account Matters – Billing & Collection Services
4 Charlesview Road, Suite 4
Hopedale, MA 01747
P: 508-422-0231 F: 508-422-0234