Customer Service

[jonathan st.thomas]

After 8 years and counting in this health care service industry, I've learned that we are truly a service business and so a BIG part of our success is the ability to market and sell our main product: ourselves and the massage treatments we give!  Not that I'm a salesperson type, though, but I've learned that everything about our practice makes an impression on our clients and potential clients, so I'm much more aware now about all aspects of customer service as it applies to our field.  Things like appropriate professional presentation of ourselves and our facility, how we handle customer service issues such as the friendly, helpful manner in which we conduct ourselvs on the phone & in person to book appointments (and attention to detail when doing so - mistakes are very bad for business!), answer questions, resolve complaints quickly, interact with other clinic staff (human resouces issues), speak of other health care professionals, be attentive to clients needs, etc. etc.  It's all about professionalism.  Unfortunately, I've learned these lessons the hard way in some instances over the years...but I look at it as something to learn from and better my practice.  Experience, I guess.  And it just takes one bad egg in the bunch (of therapists in the clinic) to really turn clients off and send business  down the tubes for us all!!  Each therapists conduct and performance in the (multi-therapist) clinic really affects the image and reputation of the clinic and our therapists as a whole.  Learned that the hard way, too...never again!  I'm very careful now about screening new therapists and having them sign a detailed "facilities and services agreement" clearly outlining what is expected from each party.  Don't get burned!  Anyway, I hope this little rant about cusomer service, etc. can be useful to new therapists out there.  I wish I had known more about it when I started.  Learn all you can about business admin, management, human resources, marketing, service industry, etc. etc.  I know I'm still learning.  I'd love to hear of any of your stories and comments.  P.S.  What do you think are the 2 most important words in customer service?  Hint:  It's not please, thank you, or you're welcome.

 

[wish~]

CanadianRMT...Are your therapists Ind. Contractors?  I am getting ready to redo contracts, and I really like the sound of the facilities and service agreement...Would you be interested in sharing what you included in it?

 

[_Justified_]

My therapists are each independent contractors.  My agreement with each was adapted from a sample Facilities and Services Agreement from the book:  Mosbey's Fundamentals of Massage (1995) by Sandy Fritz.  Any guesses as to the two most important words in customer service?

 

[Bob J]

I have a guess!Is it Customer and Service?Or maybe You're Right.Do they have to be used together?  How about Yes and You? I Will?I used to be a supervisor in a call center and I said a lot of I'm Sorry.Maybe it's When Would?Am I close?  ;DKatykangaroo

 

[yp_will_chicago_369]

Some good guesses, katykangaroo.  I know I didn't guess the answer when I was first asked this in a customer service seminar.   The answer is "for you."  It makes the client feel like they are being paid attention to, that their needs are being met, and it makes the client feel special; like they're receiving special, unique service just for them. "Here is a pillow for you, sir""May I get a glass of water for you?"" May I adjust the temperature for you?"A small thing that can make a memorable impression on your client.  

 

[Gonzalez]

Customer Service

I used to be a supervisor in a call center and I said a lot of I'm Sorry.

Maybe it's When Would?

Am I close?  ;D

Katykangaroo

Ugh, I'm in training right now to work in a call center for a telephone company. Bleh. LOL