practice building advice

Customer Service Goes Beyond Serving Patients

You may think your private practice is pretty good at customer service for patients. But you can take it to a whole new level when your staff learns to serve each other.

Do you know a lot about customer service? It’s definitely the bottom line when it comes to marketing a private practice. But what you may not realize is that customer service isn’t just for patients and new prospects.

Imagine a world in which your staff treats EACH OTHER like valued customers. A world where you’re able to retain staff and keep morale at a steady high.

You can create that world! And your patients will sense a positive shift in your practice culture—which will keep them coming back.

A private practice with a customer service culture has several elements working for it, which you can easily begin to emulate.

First of all, it’s the simplest things that change company culture. “Please” and “thank you” go a long way toward building morale and helping every staff member feel valued. You can suggest at your next staff meeting that everyone remember to use these simple words with each other, not just with clients. But more importantly, you can model this new behavior for your staff. They’ll do what you do, not what you say.

Second, practice listening with respect, not impatience. Too often we are so busy and wrapped in details that we barely acknowledge staff with a nod. What if you made it a practice to always make eye contact, listen fully, and value that person’s contribution to your workday in every exchange? You don’t have to do it perfectly, but there’s a good chance that every respectful listening exchange will have a ripple effect among your staff.

Finally, find ways to offer timely feedback, both positive and constructive. Begin building feedback opportunities into the workweek rather than saving them for performance reviews. Most important, be aware that feedback shouldn’t come just from you as the private practice owner, but from staff member to staff member so that they are supporting each other. Teach them to “catch someone doing something right” and provide concrete ways to share those moments.

What have you learned in your practice about customer service? 

I wish you the best along your journeys!

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Have a great day!

JPH