Last week, I reminded you to do something you already know you need to do: anticipate problems and nip them in the bud.
A checklist can help.
Make a list of all of the “points of interaction” your clients have with your office. This would include things like
- What they see when they visit the home page of your website
- What happens when they fill out a form
- What happens when they call your office for the first time, e.g., what are they asked, what are they told
- What happens at their first appointment, e.g., parking, in the waiting room, being shown to your office, questions asked, information supplied, forms to fill out, etc.
- Emails, letters, and documents they get from you (and anything that accompanies it)
- What happens when they call your office for an update or to ask a question
- The process for delivering work product/final appointment
- Follow-up calls and letters from you, e.g., reminders re updates, requests (referrals, reviews, Likes and Shares, etc.)
And so on.
Chart these and then, for each interaction, look for
- Things that could go wrong, and how you can fix them, and
- Ways to improve the client experience
You don’t have to go crazy with every detail; look for big things–the kinds of things that usually win hearts and minds or, conversely, result in complaints.
Things like
- How long they have to wait (on hold, at an appointment, to receive something you promised
- Being kept informed
- How they are treated, e.g., you know their name/their case, they are shown respect and patience, etc.
- What to expect, e.g., outcomes, fees/billing
Don’t rely on your own observations and sensibilities. Ask your employees to weigh in, and also ask your clients, through exit surveys and by continually asking for feedback.
What could possibly go wrong? Find out and nip it in the bud.
Good client relations brings repeat business and referrals
