HOW TO KEEP ALL THE NEW PATIENTS YOU GET

Transcription

1 HOW TO KEEP ALL THE NEW PATIENTS YOU GET 5 SIMPLE STRATEGIES TO TURN YOUR PATIENTS INTO LIFETIME RAVING FANS IT COSTS 10 TIMES AS MUCH TO OBTAIN A NEW CUSTOMER AS IT DOES TO RETAIN AN EXISTING CUSTOMER. Pricing for Profitability: Activity-Based Pricing for Competitive Advantage By John L. Daly THE VALUE OF A LOYAL CUSTOMER Loyal customers are worth up to 10 times as much as their first purchase Acquiring a customer costs 5 to 10 times more than retaining one Stay connected with your patients, so you know their exact needs, today and tomorrow Your aim is to be irreplaceable as their health care provider 1

2 They are crazy about you They refer other patients They follow directions They get results They make your day THE 5 C S OF CLIENT RETENTION RETENTION STRATEGY NUMBER ONE CURATE 2

3 I CAN HELP EVERYONE! YES BUT DO YOU REALLY WANT TO? WHY NICHE? Focuses your marketing Attracts the people you can help the most Makes it easy to create systems, packages and programs You become known as the go-to for this condition HOW TO FIND YOUR NICHE What are the top 3 conditions you treat? What do you love to help your patients with the most? What are you really good at? 3

4 WHO IS YOUR IDEAL CLIENT? HOW TO FIND YOUR IDEAL CLIENT Think about your current clients Who are your favorites and why? Look at intake forms in your archives You have buried treasure in your office IF you are asking the right questions NO FOCUS GROUP NEEDED THE TREASURE IS IN YOUR OFFICE 4

5 THE RIGHT QUESTIONS HOW DOES THIS PROBLEM AFFECT YOUR LIFE? WHAT DOES THIS PROBLEM PREVENT YOU FROM DOING? WHAT IS THE IDEAL OUTCOME OF OUR WORK TOGETHER? HOW WOULD YOUR LIFE BE DIFFERENT IF YOU DID NOT HAVE THIS PROBLEM? RETENTION STRATEGY NUMBER TWO CONNECT TELL YOUR STORY 5

6 What is your personal Mission statement? What is your practice mission statement? Encourage each team member to create their own mission statement Related: Core Values and Guiding Principles PERSONAL MISSION STATEMENT RETENTION STRATEGY NUMBER THREE CUSTOMER EXPERIENCE I VE LEARNED THAT PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL. MAYA ANGELOU 6

7 DANCING IS WHAT HAPPENS IN BETWEEN THE STEPS 7

8 WHAT IS THE PATIENT EXPERIENCE IN YOUR OFFICE? Magazines products staff interaction Clean or Cluttered? Overall Atmosphere Time with you 30% Office Intera ction 70% Wait Time Music Educational Materials Refreshments 8

9 A GREAT CUSTOMER EXPERIENCE CREATES VALUE 70% of buying experiences are based on how the customer feels they are being treated Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience YOU CAN T AFFORD A NEGATIVE CUSTOMER EXPERIENCE It takes 12 positive experiences to make up for just 1 unresolved negative experience In 2011, 86% of consumers quit doing business with a company because of a bad customer experience A customer is 4 times more likely to buy from a competitor if the problem is service related versus price or product related THINK YOU MEASURE UP? Don t be so sure 80% of companies believe they deliver superior customer experience, but only 8% of their customers agree (1) For every customer who bothers to complain, 26 other customers remain silent 1.Bain & Company from Harvard Management Update, via slideshare.net 9

10 SURVEY YOUR PATIENTS Ask open ended questions get essay style answers Ask if they would grant an interview, third party is best Use Survey Monkey or other online software Report the results back to them and act on their suggestions WHAT IS THE GOAL? You want to give your client more than they expected Call the patient after their first visit, write a personal note, give them a gift, be extraordinary, be authentic People don't care how much you know until they know how much you care BRAVO! RETENTION STRATEGY NUMBER FOUR CARE PLANS & CONTINUITY PROGRAMS 10

11 TEXT WHY PACKAGES? Removes decision making for patient: visits, supplements and adjuncts are all included Doctor, staff and patient are all on same page Increases patient compliance Saves staff time: visits are prepaid, pre-scheduled Easy to offer next phase of care: continuity program 11

12 TEXT PATTIE TO TO GET THE WORKSHEET TO HELP YOU CREATE, PACKAGE AND PRICE YOUR OWN PROGRAMS RETENTION STRATEGY NUMBER 5 CREATE COMMUNITY 12

13 TEXT PATTIE TO FOR YOUR FREE GIFT PATTIEPTAK.COM 13