What's My Name? ...

Be sure to treat your patients name with care, dignity and respect. Remember it. Use it liberally when talking with him or her.

And get it spelled correctly when you send direct mail.

There is nothing more personal, sweet sounding and meaningful to a person than his or her name. Thus, when you send out a mailing based upon your house list it's important that you get the spelling correct ... regardless of whether you're sending out a one-to-one personal letter or a one-to-many personalized mass letter.

When I receive a mailing from a company I've dealt with in the past and they misspell my name -- particularly when I know that they have the correct spelling somewhere on file -- it makes me question their attention to detail and it begins to erode my opinion of them.

That happened recently when a company I've dealt with for years sent me a mailing addressed to Ms. Gaylan Stilson. Because the mailing wasn't a mass promotional piece where the company rented outside lists (and the misspelling could be explained away as the result of another company having me listed that way), it was clear it was generated in-house.

Will it cause me to stop doing business with them? No ... at least not yet. However, when you combine it with recent drops in customer service levels, it adds to my growing concern and disillusionment. And, I'm inching closer to making a switch.

So, make sure your patient names are spelled correctly in all of the databases you use.

Occasionally, an incorrect spelling may slip by. Hopefully, when that happens, the patient will bring the mistake to your attention so you can correct it immediately. Then re-check it in every database.

The opinion eroding factor builds exponentially with each additional mailing in which the name is misspelled.

Copyright 2007 by Galen Stilson

Knowing What Turns Patients Off Can Be As Important As Knowing What Turns Them On ...

In fact, it's probably more important. When you know what it is about your practice, staff, procedures, fees, etc. that occasionally turns patients off ... you can correct it. If you know their objections, it gives you a shot at overcoming them.

It pays to listen to patient complaints. In fact, it pays to solicit patient complaints. Not only because studies clearly show that handling complaints quickly and satisfactorily will keep patients happy and coming back, but also because it will help you quickly correct real and perceived problems. And those corrections will not only make your prospects and patients happy ... but they will also make you happy when you look at your bottom line.

How should you solicit patient complaints?

Surveys ... If you give patients the option to submit anonymously, they're more likely to be honest with their assessment of your practice and with the complaints.

In-office complaint box ... Have a complaint box readily available in the waiting room (close to the door), with complaint forms that offers the option of submitting anonymously.

Eyeball-to-eyeball ... When you're meeting with -- or working on -- your patients, remind them that you want and will appreciate hearing from them when there's something bothering them about you, your staff and your practice.

When you welcome complaints amd resolve them quickly, and your practice will benefit.

Surveys Are Potent Marketing Tools

When created and used correctly, surveys can help convince your patients that they really are important to you ... that you respect their opinions ... that you are always looking to improve your practice along with their experience and comfort ... and that you listen to them.

Those are many of the ingredients needed to
develop a long-term, loyal patient.

And just as important is the fact that you can easily generate valuable testitonials via surveys ... testimonials that you can effectively use in your marketing to attract even more patients.

If you're not using patient surveys, you should consider it.

[Please feel free to contact me if you would like information on how I might help you generate valuable testimonials through patient surveys.]

Copyright 2007 by Galen Stilson