It only takes one bad experience for your customers to decide that dealing with your company is more trouble than it’s worth. In fact, 60 percent of consumers have decided not to conduct a business transaction or make a purchase based on poor service, according to the American Express 2014 Global Customer Service Barometer.
Whether your clients are in small private practices or large healthcare facilities, excellent customer support is the key to attracting and retaining them. Take a look at four ways medical product dealers are able to improve relationships by improving support and service.
Don’t Make Them Wait for You
No one likes to wait, particularly if they have a problem or just need a few numbers from you to back up their decision to purchase a medical product from your company. Offering a vague, “I’ll get back to you soon,” can backfire if your idea of “soon” is a day or two, but your customer expects a call within a few hours.
Prevent misunderstandings by informing your clients exactly when they can expect to hear from you and contact them at or before that time. If the process will take longer than expected, get in touch with them and let them know that, too.
Give Them Your Direct Number
Employees at busy healthcare offices often don’t have the time to navigate complicated automated answering systems when they have issues or questions. If current or prospective customers routinely spend even five minutes navigating your call system, they’ll become understandably frustrated and less likely to want to do business with your company — particularly if your main contact is a top-level executive. Prevent the problem by providing them with a way to get in touch with you directly to improve customer support.
Keep in Touch
Most people don’t like to complain about the little things, but that doesn’t mean those things don’t bother them. When you touch base frequently with your clients, you’ll not only establish a strong rapport with them, but also have the opportunity to correct little problems that can become big issues when it’s time to consider another purchase. Check in with your customers every few months just to make sure that they’re still satisfied.
Offer Ample Training Opportunities
Your company may sell an amazing product that will revolutionize medical treatment, but if physicians and other medical staff don’t feel comfortable using the device or product, it will be worthless. Offering multiple basic and in-depth training sessions throughout the year will ensure that your users are just as skilled at using the product as you are.
For example, if a modality unit offers many features, developing programs that focus on each feature individually can be useful for users who only use a few of the available options. Don’t forget to reevaluate your online training options periodically. If your training sessions consist of dull lectures or demonstrations, consider adding a few interactive virtual training sessions.
Attracting and keeping customers is a huge challenge in the competitive healthcare marketplace. Setting yourself apart from your competitors by offering outstanding customer support is a simple way to boost your sales and client retention numbers fast.