There is only one chance to make a good first impression – whether it is in person, online or via phone conversation. It is as important in our personal lives as it is in a professional field, and it is essential to remember that it applies not only to individuals but also to the whole companies. First impression is crucial in customer service and as a brand we only get one opportunity to convince potential clients. Even though health industry seems to be very separate to retail and other forms of customer service, word of mouth still very much applies to it. People tend to choose clinics and surgeries not only because of the area they live in or general accessibility, but mostly because of the good opinions a place has. Customers judge companies even by one phone call – all it takes is a blunt answer to make the client form a negative opinion and decide against a certain surgery or practice. Sometimes even a simple email can ruin an initial impression and cause a loss of a client to the business. That is why it is so important for business owners to check on their client services. It is especially pivotal for small surgeries, clinics and practices, whose success is purely based on customers coming back.

The importance of first impression in customer service

How your employees greet customers can have a significant effect on your business. As we mentioned before, first impression is as important in person, as it is over the phone or email. You may think that the famous saying You only have one opportunity to make a first impression is a bit of cliché, but in fact it is absolutely true. Your first contact with potential client is the beginning of your relationship with them. To convince them to use your services, you need to work on building that relationship – and this won’t happen if the customer develops a wrong first impression and then decides to go to your competitor. You need to make sure you are always a step ahead and are providing an outstanding and welcoming customer service, specifically during the first call or visit.

The initial impression that a potential client gets can set the tone for the entire customer experience. Especially in the health industry and small companies, where the relationship between the business and the customer needs to be based on trust to be successful. Health clinics, dentist practices or cosmetic surgeries are very specific businesses that clients don’t choose as easily as they would pick a shop to do grocery. After all, they are looking for a place and people that they can trust with their health. Opinion of the place and the first impression they get is crucial and it then reflects directly on the success of your business.

What is a Customer Service Audit?

A Health or Cosmetic Clinic Customer Service Audit can uncover what your clinic and employees are doing well, but also help with identifying those areas that need improvement. An audit is provided by a third-party that is unbiased and can therefore provide honest feedback on your business’ customer service. It is a fact that employees can behave differently when their executives are around, so that it may be difficult for an owner of a business to develop a realistic image of the state of their customer service. An audit can provide this information and help you run your business more smoothly.

A Customer or Front desk Service Audit is transparent and non-judgmental, suitable for both small and big businesses. Audit measures practices against defined standard, helps with understanding what the company is doing right in terms of customer service and what needs improvement. It is even more beneficial for smaller clinics and practices, as it is the easiest way to learn about the relationship between your employees and customers.

Why should you have a Customer Service Audit?

Customers associate your company with the kind of treatment they get from the customer services employees, such as receptionists or secretaries. They judge the place by how they have been received – have they gotten a nice greeting over the phone? Did they get a thorough reply via email? Was the information they have been given useful? Your potential clients pay attention to those things, that’s why it is so important to make sure your employees receive the right kind of customer service training.

As a business owner, your goal is to keep the customers coming back. We know that running a business, especially in health and cosmetic surgery  industry, is not an easy task. There are always thousands of documents to sign and meetings to attend. Hence why a Customer Service Audit is an ideal option to keep track of the customer service provided by your employees.

Spotcheckz Customer Service Audits

Spotcheckz offers experience gathered by industry professionals aimed at small businesses. They are there to help you understand your customer service better, and determine your current strengths and weaknesses without spending a fortune. Customer service offered in small businesses is even more important than in big ones – the success of your clinic, practice or surgery is based on customers who want to come back. You’ll find them on www.spotcheckz.com

Customer Service Audits are the best way to improve your customers’ experience, promote your business through the word-of-mouth referrals and build strong relationships between your employees and potential clients. Our customer service experts have years of experience in medical field and can provide the audit in following languages: English, German, French, Spanish and Dutch. Spotcheckz offers quick Customer Service Audits via chat, e-mail and phone calls, so in no time you can get reports on your customer support team. Having a great customer service is a guarantee of happy customers coming back and recommending your business to others.

Paul Petersen