Chances are you can get anyone to walk in your door with the right amount of effort, but how do you keep them coming back? Providing good service is a no brainer, but if you take a closer look, there are a few more things you might want to consider.
To begin with, you have to remember that your patient is king, always. They are in control of your brand whether you like it or not, and they will be the ones who decide on your success.
So, with that being said, how do you create a brand that will generate a sense of loyalty in the hearts of those you serve? One that will make them say, “I not only choose you, but can’t wait to tell everyone I know why.”
Truth is, you never get a second chance at a first impression – and while everyone may deserve a second chance, it’s rare that we get one when it comes to patient expectations.
Quality over Quantity.
Quality over Quantity is a concept you’ll hear over and over again, because, like making a first impression, it matters. If you have the highest bed capacity in the area, but below average staff, people will notice, and they won’t be back. Even worse, they will be sure to tell everyone they know or come in contact with. So, make sure that both physicians and staff understand that it’s all about making the patient feel safe and valued.
A staff of relatable and interactive doctors and nurses who love their jobs will not go overlooked. Consider creating portfolios for your physicians and staff members that includes their alma-mater, hobbies, favorite sports teams and pastimes. You can use this as part of your social media plan and invite people to comment about their experiences with their doctor and nursing staff. In this day and age, a peer recommendation is highly valuable.
In the end, your patients and their families will be loyal to your brand because you’ve made a connection and established trust. You’ve also made them feel appreciated, and that their best interests are a true priority. In the end, mistakes happen and issues that are out of your control will occur, but remember, it’s much easier to forgive or overlook such things when you have an emotional connection with those involved.