Ways to Retain Medical Center Clients

[subornaakter24]

Everyone understands that it is much easier to get a new client than to return the one that has left. A huge amount of literature, seminars and trainings are devoted to this issue, because every manager asks himself the question: "How to retain a client?"

Below are eight ways to retain customers that you can learn to handle any situation.

Work with customer reviews.


A consumer will write a negative review about art director email list your company on the Internet with great zeal. Understand that this is a normal working situation, because if you can find only positive reviews about a company, it looks implausible, most likely, they were left by employees of this organization.

But you can't let negative reviews go unanswered. Create a corporate account on special portals where users share their opinions about visiting your medical center, communicate with dissatisfied clients in a positive way.

Always try to find a way out of a negative situation, because an unsatisfied client just wants you to solve his problem.

Anticipate negative reviews.

Allow the client to express negative emotions on your resource. Make sure that this opportunity is present on the clinic's website, then you should be ready for a serious step - posting negative reviews. Otherwise, the reputation of your company may be damaged by such selective publication of opinions.

Advertisement of a medical center

Place a "Leave a review to the manager" button on the site. This way, the visitor will be able to contact the administration directly. There are frequent cases when, using such a button, clients left not only dissatisfied reviews, but also ideas for improving the work of the medical center.

Conduct effective communication with clients.

It is necessary to call clients not only during the sale of services, but also after the procedure. Thus, a month after the conclusion of the contract, you can remind them of yourself with a call.

You can hire an employee for this purpose or ask managers to call their clients. Ask patients what they liked and what they didn’t, try to reach a compromise and find a solution together.

Use email marketing.

Create trigger mailings: they are a very convenient way to remind the client about your company, using data about what interested him on the website of your medical center.

Create real letters filled with interesting stories. Even if the client is not going to visit your clinic anytime soon, he should not forget about you. Give the user a chance to unsubscribe from the mailing list - obsession is absolutely not necessary here.

Record the customer's complaint and ensure that his problem is resolved.

Let's imagine that a client contacted the company, spoke to an operator, a solution was found, the employee made a note on a sticker that got lost in a pile of papers. The next day, the dissatisfied client contacts again with the same problem, but the operator is different, he is not aware of what happened.

The person has to explain in detail what happened again, and this is the best case scenario. In the worst case, the client will simply leave you. Use free CRM to work with patients. Set time frames when your employees are obliged to solve the emerging problem, always adhere to the established rules.

Conduct customer loyalty analysis.

Alternatively, calculate the satisfaction index. This complex indicator consists of the ratings given by the client after communication with the operator, as well as ratings in reviews, the results of surveys, which should be conducted every month.

Is the index below 4.5 out of 5? Then your business has serious problems. Determine the customer loyalty indicators that are ideal for your business. Every owner of a medical center should understand: if you do not measure any indicator, then you leave it uncontrolled.

Identify a group of customers that you can sacrifice.

Agree, the expression "The customer is always right" is not an absolute dogma. The consumer is 100% wrong when he does not comply with the law, spams, makes threats. The client takes out his bad mood on an innocent employee? Behaves rudely, uses obscene language? He is definitely wrong.