Infographic Friday: Getting to Yes with Customer Service

It’s wedding season, which means brides-to-be are primping, wacky wedding videos are making the rounds and celebrity magazines are all agog over the conscious coupling of Kim Kardashian and Kanye West, aka “Kimye.”

Considering the theme of the season, it’s also a good time to take a good look at your “relationships” with potential patients, new clients and longtime partners. As this infographic from Demand Force shows, an ongoing commitment to customer service is the key to maintaining a happy, mutually beneficial and long-lasting relationship:

customer service, infographic, patient-centered marketing, loyaltyWhile the above is true for all businesses, it holds special significance for doctors because the “waiting period” for aesthetic services is often a long one. According to RealSelf data, nearly half (48%) of aesthetic consumers research their options for over a year and 17% do so for more than 3.

That’s a long time to try and build a relationship, which may explain why some doctors don’t realize the amount of potential business they’re losing by failing to engage with people who are clearly interested in them. Conversely, doctors who do make the effort — by being available, responding quickly to inquiries and letting the customer set the pace — stand the best chance of getting to yes aned staying there.

Doctor Takeaway

It’s the relationship, doctor (not just the procedure)

While many doctors still believe they’re judged solely on their medical skills and surgical outcomes, the reality is that patients take a longer view of their experiences. When choosing a doctor, they consider everything from email response times to the welcome they receive in the waiting room to post-procedure follow-ups and subsequent offers. The more attention you pay to the entire relationship, the longer it’s likely to last.

About Rob Lovitt

Rob Lovitt is a longtime writer and editor who believes every good business has a great story to tell. He has written for dozens of magazines and websites, including NBCnews.com, Expedia.com and the inflight magazines of Alaska, Horizon and Frontier airlines.

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  • Maureen Ezekwugo

    love this analogy! it’s so true