Taking Charge of Your Client Experience- Clients in the Lobby
Dr. Steve Kornfeld, DVM, CPCC Vmartec http://vmartec.com/ firstname.lastname@example.org
Taking Charge of Your Client Experience- Clients in the lobbyp.1
What we discussed previously
- There is no better way to improve results than by improving client experience
- The client experience is a full circle
- The circle started with taking charge of clients’ experience on the phone
- The client experience should NOT be left to chancep.2
The experience continues
- Continuing to develop client experience after an appointment has been made
- Continuing the process when clients are in the lobby
- Preparing clients for the visit
- Learning to transfer responsibilities properlyp.3
Client experience before they come in
- Client has made an appointment- then what?
- What don’t they see/know?
- Some facts
- How to remedy that?p.4
What to do with this information
- How to prepare the client for the visit
- Clients should be notified BEFORE they come in
- Educated clients= Motivated clients= High compliance
- Surprised clients= Low compliancep.5
A very common occurrence
- A dog has a problem
- Client makes an appointment
- Other issues are found
- The client doesn’t want to hear about them
- Only the disease has been treatedp.6
In a systematized process instead:
- Education on the other issues before the exam
- Client is eager to hear about it
- The doctors are confident to talk about it
- The client actually listens
- Treat the pet, not the diseasep.7
The 1st transition
- From phone call to the waiting room
- Gather useful information
- Capture it
- Report to the client
- To use when the client is inp.8
Is this a problem in your practice?
- No shows
- Cancelled appointments
- Why do they happen?
- How much does it cost you?
- What to do about it?p.9
How to communicate with clients about this?
- What about those appointment reminder calls?
- If possible, when to call clients?
- How often?
- What to say?
- How to minimize no shows and cancelled appointmentsp.10
Client experience before walking in
- Is the outside of the building in sync with its inside?
- How is your parking lot?
- How welcoming is your building?
- What do clients see/feel when they open your door?p.11
Client perceptions when walking into your practice
- The expectation your clients bringing with them
- The first thing they perceive
- What is the energy in your waiting area?
- What are the sights, sounds and smells in your lobby?
- Have you ever been a client in your practice?p.12
How to welcome NEW clients?
- What makes new clients unique
- What are they trying to perceive
- How the experience in the lobby affects their decision to stay or not
- What message to send to existing client in the lobby
- Holding the team accountable
- How to “entertain” themp.13
The difference between a customer & a client
- The second visit
- The relationship has an expiration
- Make sure they will come back
- They should leave very impressed
- Some ideas to impress themp.14
Successful greeting when clients walk into the practice
- The role of greeting in client experience
- You should know who is walking into your practice
- Cardinal rules when welcoming a client
- What to focus on when greeting clientsp.15
What else to look for when checking clients in
- What about those other two services?
- What your clients expect from you
- How to present it
- Who should know of it?p.16
The 2nd transition
- The difference between an “event” and a “process”
- Beware of “buyer’s remorse”
- The checkout should be the bridge for the next appointment
- What about the two other services?p.17
What is happening next
- Taking charge of the client experience in the exam room
- This is where the real action takes place
- You will learn to design it for better results