Would You Hire The Person You Just Spoke To?
Recently my beautiful wife – whom I somehow convinced to marry me years ago – and I took an anniversary trip to New York City, the place where we first met each other. I booked the plane tickets through Delta Airlines months in advance. Unfortunately when booking, I completely forgot to complete our seat assignments. About four days before the flight I called Delta in a panic to do just that. The call went smoothly, I got the seats I wanted, and at the end of the call the representative asked me if I would complete a one question survey. What happened next surprised me.
The one question was:
“Would you hire the customer service representative you just spoke to for a customer service position in your business?”
I was blown away! I had never heard that one before. I was completely expecting the most popular one-question survey that there is (which is also referred to as “NetPromoter”): “How likely would you be to recommend us to a colleague, friend or family member?” But the airline has a found a new way to measure true customer satisfaction with their servicing team.
Now, my question to you is this. What if that question were appended to every incoming new patient call at your practice? How often would the answer be YES? How often would the answer be NO? Here is a hint… if you have no idea at all, that is a problem. You may want to try call tracking for a month or two to see how your Patient Care Representatives are servicing your patients.
If your ideal patients are professional, successful people who can afford elective treatment plans and visits to the dentist twice a year, then you can bet that they are continuously judging the treatment they receive from your practice. That could be on the phone, or in person. Striving to optimize your patients’ experience is the best way to keep them happy and returning to you for care year after year.
Here is hoping that all of you have a happy, safe and fun-filled 4th of July!
The best is yet to come,
New Patient Marketing Strategist
Practice Treatment Plan, Inc.