You’re making a big mistake if you are not paying attention to how your customers are being treated. 

Providing excellent customer care is critical at EVERY stage of a business interaction. From their experience on your website to that first phone call to when they walk through the doors, experience is everything. 

We define “WOW” experiences as ones that exceed expectations, leaving the customer feeling valued, cared for, heard, and impressed. 

WOW Goes Beyond Good Service

“WOW” experiences are about creating a positive emotional connection with your customers. They involve an element of surprise and demonstrate a genuine commitment to their well-being. In the healthcare setting, where individuals may feel vulnerable or anxious, these moments of exceptional care are particularly impactful. Patients need to feel important, nurtured, and heard. 

A significant portion of negative feedback in healthcare isn’t directed at the clinical provider but rather at the overall management and administrative aspects of the practice. This underscores the critical need for the entire team to be aligned in delivering exceptional experiences. Recognizing and rewarding staff members who create “WOW” moments is crucial for creating a culture of patient-centric care.

Elevating Your Customer Interactions: Practical Strategies for “WOW”

1. Master the Art of Connection:
   • Make Meaningful Eye Contact: Genuine eye contact can be a powerful way to make patients feel seen and acknowledged.
   • Personalized Pre-Exam Engagement: Before the examination begins, take a moment to sit at the patient’s level and have a brief conversation. This simple act can build rapport and alleviate anxiety. 
   • Respecting Vulnerability: If your practice requires patients to disrobe, be mindful of their comfort. While they are fully clothed, take the time for more in-depth conversations, perhaps inviting them to your private office afterward to discuss their concerns.
2. The Power of a Name: Addressing each patient by name throughout their interaction shows that you recognize them as individuals, not just another appointment—train staff to consistently use patient names respectfully.

3. The Contagious Smile: A genuine smile, whether in person or even conveyed through your voice on the phone, can instantly create a warmer and more welcoming atmosphere. Smile when you speak – it changes how you feel and will undoubtedly change how your patient feels. Encourage a culture of positivity within your team.

4. Active Listening and Empathetic Solutions: Truly listen when patients express their feelings. Don’t just hear their words; understand their concerns and don’t rush communication. Where possible, offer solutions or guidance within your professional scope. If a problem falls outside your expertise, guide them towards appropriate resources.

5. Enhanced Accessibility and Communication:
   • Next Steps: Recognize that patients may have questions or concerns after leaving your office. Offer straightforward and convenient ways for them to connect with your practice outside of scheduled appointments. 
   • Proactive Communication: A phone call to check on patients after significant appointments, like surgery, can mean everything to the patient. This proactive approach demonstrates genuine care and attention, which sadly doesn’t happen often anymore. It provides an opportunity to stand apart from competitors.
   • Personalized Touches: Look for opportunities to personalize the patient experience. This could be as simple as adding notes to their records to remind yourself of details from previous conversations, offering a warm beverage in the waiting area, or providing educational materials tailored to their needs.

6. Streamlined Processes: While “WOW” moments often involve personal connection, a smooth and efficient administrative process also contributes to a positive overall experience. Minimize wait times, offer convenient online scheduling and bill payment options, and ensure clear communication regarding appointments and procedures.

Investing in the “WOW” Customer Experience Factor is a Critical Strategy for Growth

Growing and sustaining a thriving business requires more than just clinical excellence. It demands a conscious and consistent effort to create exceptional experiences at every touchpoint. By prioritizing the “WOW” factor, you foster customer loyalty and positive word-of-mouth referrals and cultivate a more engaged and satisfied community. Never settle for simply meeting expectations; strive to exceed them and watch your practice flourish.