Creating a Culture of Customer Satisfaction, Part 8
The best way we've found to teach clarity in documentation (and that's really the goal) is to use real-life examples and ask the group for feedback on the quality of each student's progress note.
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Creating a Culture of Customer Satisfaction, Part 2
If the program leadership values good communication, then the program staff will follow along.
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Creating a Culture of Customer Satisfaction, Part 1
The traits we should be looking for may be missing from (or underemphasized in) the job description.
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Customer Satisfaction: Group vs. Individual
This is not about results. It’s about attention. Our clients want to feel as if somebody’s actually listening to them.
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Customer Service Secrets of the Stars
Inpatient customers are at your facility 24 hours a day, seven days a week. During that time they may be interacting with counselors, group leaders, techs, medical staff and other clinical folks for several hours a day. But the hospitality staff are there all the time.
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Happy Customers
Exceeding — not just meeting — a particular customer’s expectations is the key to happy customers. You don’t have to be perfect. You just have to be better than the customer expects, at that moment in time.
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The Innovation Shopper
Some will be the sort of folks who insist on using the latest and greatest. Others will represent large purchasers, searching for something that might work on patients who haven’t responded to other methods.
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The Relationship Shopper
It requires a certain personality type – patient, reassuring, unpressuring – to engender trust and establish this sort of relationship in a business context.
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The Price Shopper
A government or insurance buyer needs to make certain that a provider offers a particular service and meets particular standards of performance. They won’t necessarily require you to exceed those standards, or provide extras. They understand that we get what we pay for.
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Success in the Marketplace
Addiction treatment is never just a business. It’s a public trust. Our goal must be to fulfill that trust by providing the very best service we can to the people who need it. That doesn’t mean we can’t do very well from a business perspective.
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Why Some Programs Succeed: A Marketing Approach
Even among programs with a fine clinical program, dedicated staff, good administration, some are more successful at attracting customers than others. Marketing offers a key to understanding why.
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Making Phone Contacts More Meaningful (Marketing)
In most cases, our only pre-admission contact with prospective patients and families is by telephone.
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