3 Action Steps to Improve Your Customer Service (and Online Reviews)

Connecting your day-to-day service to your online reviews is not always easy. It’s easy to think that your standard activities, like checking in patients or directing them to the doctor’s office, are enough to keep everything on track. However, if you’re seeing relatively lackluster patient satisfaction or generally disgruntled remarks, you may want to make a few fundamental changes to step things up.

1. Start with the Trends

Chances are, you’ve seen some pretty common trends regarding your patient’s needs. For example, maybe your patients become frustrated if they’re asked questions that they’ve already supplied the answers to. Or perhaps they’re often made to wait before their appointments (even if there’s a penalty fee if they come late). It may not always be easy to avoid particular frustrations, but being proactive and communicative can go a long way.

2. Extra Touches

Offering patients something when they come in, whether water or a magazine, can immediately set the tone for a more pleasant transaction. Making an optometrist’s office more inviting doesn’t always take much, especially when small touches like pillows and coffee machines can leave a lasting impression. It can make the office more comfortable for the staff, who’ll reflect to patients with a genuine smile.

3. Respond Everywhere

From phone calls to Facebook, being responsive can help your patients feel seen and heard. For the best online reviews, this will mean providing thoughtful answers or responses to questions and concerns.

If you have a patient who feels a staff member made a mistake at the office, resolving the matter as best as possible is essential. Even if you can’t square the issue away with the individual patient, it can help current and prospective customers understand how you react to patient complaints.

One way to improve your digital customer service is to outsource some of your to-do list to a team that can keep up with the workload. If you want to improve your digital marketing in San Diego, the team at [practice_name] is here to pick up the slack. We can manage your online reviews across the board, so you can offer first-class service in-person.

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