| As practice owners and many times new business | | | | relationship. |
| owners, we are thrown into the worlds of marketing | | | | 3. Help find what the customer needs: Assisting a |
| and advertising to bring new customers into our | | | | customer access necessary service is a vital part of |
| practice. This includes patients but it also includes | | | | being a Physical Therapist. Whether the customer |
| physicians, DME providers and relationships with | | | | needs to access local community programs or to |
| community resources. These customers are | | | | access services closer to their home to increase |
| necessary compliments to the services provided in | | | | compliance, these acts of good service will lead to |
| rehabilitation including local fitness centers, community | | | | improved customer relations. These acts will come |
| centers and programs to provide continued education | | | | back to the practice by having the customer then |
| and support to our patients. | | | | share their positive experience with others they |
| Once a client base is established, it is vital to continue | | | | come in contact with reinforcing your marketing |
| to bring new clients into a practice but to also show | | | | strategy. Providing bridges of access to necessary |
| appreciation for their loyalty and continued support. | | | | services is a responsible cornerstone of practice |
| Customer relations management can be the | | | | management. |
| difference between practice sustainability and high | | | | 4. Add personal touches to the care: Send a simple |
| volume turnover which takes a large amount of staff | | | | handwritten Thank you note after a client enrolls |
| and time to manage. By developing a plan for | | | | with your service/practice or a congratulations card |
| customer loyalty, the basis of a company is not only | | | | once they achieve their goals. The note is a gesture |
| acquiring patients but continuing to provide them with | | | | which states your true appreciation of the customer |
| updated service and quality care. An ongoing CRM | | | | choosing your service in a competitive market. |
| plan can include many activities to assure customers | | | | Thanking someone for their effort in choosing your |
| are happy with the services they have received and | | | | service establishes a basis of mutual respect and |
| to assure they will continue to seek your services in | | | | appreciation. |
| the future. A plan may include: | | | | 5. Call the customer/Solicit Feedback: Taking time to |
| 1. Be honest: A customer must know what they are | | | | call patients and customers to ask what they think is |
| purchasing, whether it is a tangible item such as a | | | | an extremely valuable tool. This provides an |
| piece of equipment, or a service such as Physical | | | | opportunity to check on patients after discharge to |
| Therapy treatment. By having a discussion about | | | | see if they have maintained their goals and exercise |
| covered benefits and non-covered services in | | | | programs, assure they have accessed the |
| advance, a plan of care can be established and | | | | appropriate community services to support their |
| agreed upon prior to initiating services. | | | | rehabilitation, as well as assess their level of |
| 2. Don't surprise the individual with additional/hidden | | | | satisfaction with services provided. The phone call is |
| costs: Customers appreciate your honesty and value | | | | an opportunity for open discussion as well as gaining |
| having all information necessary to make an informed | | | | targeted information from that consumer. This can |
| decision. Surprise costs will lead the customer to think | | | | head off future problems and work towards |
| there are other items they are not aware of which | | | | establishing an ongoing relationship with the customer. |
| will lead to distrust over time. This perceived | | | | This will again lead to customer satisfaction and |
| deception will ultimately ruin a customer-provider | | | | loyalty. |