Marketing & Customer Service

Discussion Outline:

There was a time, not so long ago, when marketing and customer service each operated in their own realms. Marketing included ads and flyers, and customer service involved patient exams and fitting frames.

Today, customer service starts and ends in cyberspace. First, prospective clients may cruise websites like Healthgrades or Yelp to check out customer rankings. Next, when these prospects land on our own websites, how well they serve our potential clients informs their first customer service impressions. If a practice’s website performs poorly, can the practice itself be much better? Finally, after new clients visit our practices, what post-practice visit services can the client access through our websites? And will they post their own reviews?

Together we’ll be discussing:

• Practice Websites: What do prospective clients look for?
• Reviews: How best to encourage good reviews and respond to bad ones (from those impossible-to-please patients).
• How do we create a customer service experience that is consistent in and out of the office to create one positive impression?

This dinner is open to doctors and 1-2 staff members per practice location.

We hope to see you there!

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