Dos and don'ts for customer service

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Patient loyalty is not what it used to be

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Be proactive. Concentrate more heavily on bringing in new patients, enhancing customer service, and conducting patient surveys to gauge patient satisfaction. Practice growth depends on building your patient base and increasing patient retention.

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Don't assume loyal patients will stay. Yes, some will stay with you through thick and thin, but many more are quick to jump ship if another practice offers something they want that you can't (or won't) provide. Maybe it's lower fees, a more convenient location, or services you don't offer or, just as likely, didn't tell them about. Find out why patients leave, then try to correct the problem.

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