Your brand is your reputation—it is what australia email list free download people say about you. Things like your color scheme and your logo are still important because they help represent who you are, but at the end of the day, nobody shops at Amazon just for the logo!
How your patients feel when they interact with you is crucial. It impacts their chances of becoming a return customer, online reviews they leave, and what they tell their friends. So how do you ensure they have good things to say? There are two important factors:
Marketing: Telling the right story in the right way
Examining how each of these things function in your practice is a great place to start. Have you ever heard the phrase “walking the talk?” Culture is the walk and marketing is the talk. Having one is a good start, but the real value comes from having both.
Culture: Providing an Exceptional Experience
Think back to a time when you had a good experience with a business (an airline, restaurant, hotel, etc.)
What happens when you don’t have a good experience? Let’s walk through an example. Say you try a new restaurant in your town for the first time, and this is what happens…
You arrive at the wrong location. You realize the restaurant’s Google listing is not up to date and is showing an old address. A sign on the door directs you to the current address.
The hostess doesn’t smile or greet you when you enter. You have a reservation, but you still wait 15 minutes to be seated.
You are seated right next to the bathroom. Every time someone enters or leaves, the door bumps your chair.
Your server explains that many of the items on the menu are unavailable, including the chicken parmesan that they posted on their Facebook page earlier in the day. You really wanted that chicken parmesan…
Your food arrives, and it’s great! But you encountered a lot of obstacles on the way to get it.
How do you feel in this scenario? Frustrated? Annoyed? Disappointed? Do you think these feelings impact the restaurant’s reputation? An important thing to point out is that even though the food was great, the negatives may stand out even more.
As a hearing healthcare provider, you know you can help patients transform their lives through better hearing. You have the skills and the tools to do so. But creating an excellent experience means focusing on other aspects outside of your quality care—just like an excellent restaurant requires more than good food. Providing that five-star experience means tapping into your empathy and thinking about everything your patients want and need. What would make their experience easier? More convenient? Happier?