Internal Customers are as important as External Customers. T-E-A-Ms are normally made up of a gathering of far-flung and unlikely associates that are given a goal. Bringing them together is not enough...getting them to work together, on a mission, creating and overcoming goals means that the T-E-A-M has embraced a single goal... to be the best .
People are the cornerstones for your success...they make or break factor in today's fiercely competitive market place. A dissatisfied employee costs your company money, gives poor Customer service, recruits others (externally and internally). They must be turned into a satisfied employee who desires to give exceptional service. Focus on Internal Customer satisfaction prior to External Customer satisfaction. Invest in retention!
TOO OFTEN, ADMINSTRATORS,HOSPITAL EXECUTIVES AND MANAGERS STAY IN THEIR OFFICES SITTING AT THEIR DESK.THEY MAY HEAR OF DETERIORATING CONDITIONS IN THE ORGANIZATIONS THAT THEY LEAD, BUT THEY DO NOT SEE THE CONDITIONS FOR THEMSELVES.
NO SUBSTITUTE FOR FIRSTHAND INFORMATION AND DIRECT CONTACT EXISTS.
TO SERVE YOUR PATIENTS:
1. YOU NEED COMMITTED EMPLOYEES , &
2.YOU NEED SUPPLIERS THAT CAN RELIABLY DELIVER THE PRODUCTS YOU PROVIDE TO YOUR PATIENTS.
HOSPITALS MUST LISTEN TO THEIR PATIENTS, SUPPLIERS AND EMPLOYEES TO MAKE SURE ALL NEEDS ARE BEING MET. AND REMEMBER,JUST BECAUSE YOUR HOSPITAL HAS FOLLOWED A CERTAIN PROCEDURE FOR 30 YEARS DOES’T MEAN IT’S THE BEST WAY TO HANDLE SOMETHING. DON’T BE A SLAVE TO TRADITION. Bath at ganga
Do you think your Customers are satisfied? Customer satisfaction doesn't always mean Customer loyalty. These days, even if your Customers appear completely satisfied with your product or service, 40%-50% of them will leave you and start doing business with your competition.
On the surface, 40%-50% may not seem like that much. After all, over half of your satisfied Customers are coming back. But the math isn't so simple, because attracting new Customers can cost more than double the amount it takes to attract repeat business from your existing Customer base.
Relationship Capital is one of your greatest assets. Protect your business with great customer service by :
D A T I N G Your Customers.
10 TIPS TO HELP MAKE YOUR CRM MORE PERSONAL AND PRODUCTIVE
1. SHOW WHAT YOU OFFER:
DAZZLE YOUR PATIENTS WITH YOUR KNOWLEDGE.SHOW THEM YOU KNOW YOUR BUSINESS AND DEMONSTRATE YOUR EXPERTISE.YOU NEED TO SHOWCASE YOUR KNOWLEDGE AS YOU UNDERSTAND YOUR PATIENT’S NEEDS.IDENTIFY, INDIVIDUALIZE AND CONTINUOUSLY INTERACT WITH PATIENTS.THESE PERSONAL INTERACTIONS FORCE YOU TO GROW AND SERVE.
ONE –TO – ONE INTERACTION ALLOWS PERSONALIZED,RELEVANT,USEFUL,AND NURTURING CONTACTS TO BE MANAGED AS A PROCESS. EVEN THE MOST INARTICULATE NURTURER CAN BE SUPPORTED WITH AN ONLINE MENU OF LETTERS,MEMOS,NOTES AND OTHER EXPRESSIONS OF TRUE SENTIMENTS.TREAT YOUR PATIENTS THE WAY YOU WANT TO BE TREATED.
JUST LIKE ANY BUSINESS , YOU’LL SPEND MORE MONEY TO GET A NEW PATIENT THAN TO KEEP AN OLD ONE. SO WHY DO WE FORGET ABOUT THE PATIENTS WE HAVE AND CONSTANTLY TRY TO GET NEW ONES?A SIMPLE FOLLOW UP ONCE A YEAR BY E MAIL,PHONE OR A PERSONAL MEETING WITH EACH PATIENT TO DETERMINE THEIR NEEDS WILL BE REWARDING TO BOTH PATIENT AND STAFF.
USE EMAILS, PHONE CALLS AND PERSONAL NOTES FOR MAKING “TOUCH THAT MATTER”. PEOPLE REMEMBER PEOPLE WHO INTENTIONALLY CREATE EXPERIENCES THAT MAKE THEM FEEL SPECIAL.KEEP THE TONE POSITIVE. OFTEN,PATIENTS WEREN’T HAPPY THAT THEY WERE SICK.LET THEM KNOW YOU CARE.
7.TAKE PRIDE IN YOUR SOLUTIONS BUT DON’T TAKE ALL THE CREDIT.
AN ATTITUDE OF GRATITUDE WITH YOUR TEAM SHARES THE RESULTS AND ENCOURAGES CONTINUED NURTURING.MAKE SURE YOUR STAFF UNDERSTANDS THEIR ROLE IN KEEPING YOUR PATIENTS SATISFIED.NURTURE THIS RELATIONSHIP.DISSATISFIED EMPLOYEES CANNOT KEEP YOUR PATIENTS SATISFIED.
WITHOUT A MAINTENANCE PROGRAMME, YOUR PATIENTS WILL NOT RETURN TO YOUR HOSPITAL WHEN THE NEED ARISES.IN FACT, FORTY PERCENT OF ALL PATIENTS PROBABLY WON’T CHOOSE YOU AGAIN.AS SUCH, YOU WILL LOSE REVENUE,REFERRALS AND CONTINUITY.SO STAY IN TOUCH WITH THEM.
9.STOP PONDERING THE PAST AND BEGIN NURTURING THE FUTURE
FAILURE IS THE SECOND COUSIN TO SUCCESS.REALIZE THAT CHANGES TAKE TIME. IF YOUR PATIENCE FAILS,LEARN FROM IT.
IF YOUR ORGANIZATION IS GOING TO COMPETE IN TODAY’S FIERCE MARKET YOU MUST THINK PROGRESSIVELY.THE FIRST PLACE TO TAKE ACTION IS WITH YOUR PATIENTS.THEY ARE NO LONGER LOYAL.PRICE BEING EQUAL, THEY REALLY DON’T CARE IF YOU HAVE WORKED WITH THEM FOR YEARS,UNLESS YOU HAVE FORMED A RELATIONSHIP AND BECOME A PROBLEM SOLVER THEM.
THAT WILL ENSURE THEY RETURN TO YOUR HOSPITAL WHENEVER THE NEED ARISES.
BY FORMING CARING AND OPEN RELATIONSHIPS WITH YOUR PATIENTS,YOU WILL KEEP THE PATIENTS YOU HAVE AND ATTRACT MORE.TAKE THE TIME YOU NEED TO DEVELOP A PLAN THAT WILL IMPROVE THE HOSPITAL EXPERIENCE FOR YOUR PATIENTS.ONCE IMPLEMENTED,YOUR HOSPITAL WILL BE READY FOR WHATEVER CHANGES COMES ITS WAY.
When you go beyond Customer satisfaction and create true Customer loyalty, you develop long-term relationships, which lead to increased profits. THE END RESULT IS CUSTOMERS WHO LOVE YOU AND A BUSINESS THAT GROWS AND THRIVES.
RUDE BEHAVIOUR OF SECURITY PERSONS. POOR CANTEEN SERVICES. VISITING TIME SHOULD BE FLEXIBLE. NURSE CO-OPERATIVE. RESIDENT DOCTORS SERVICES ARE VERY GOOD EMERGENCY SERVICES ARE VERY GOOD. DR.SANGEETA’S APPROACH IS VERY EFFECTIVE NO LIFT FOR 6TH FLOOR CASH COUNTER. DOCTOR SHOULD TALK TO ATTENDANT AT LEAST ONCE IN 24 HRS. DISCHARGE PROCEDURE IS VERY TRADITIONAL AND TIME CONSUMING. HELPFUL ATTITUDE OF NURSES ATTENDING AT 4TH FLOOR. DR.K.CHETTRI IS FOUND VERY AFFECTIONATE. SECURITIES ARE HELPFUL. POOR PARKING. TOILET NOT PROPERLY CLEAN. ARROGANT BEHAVIOUR OF NURSING STAFF. PROCESS ARE TAKING TIME. TEAM EFFORT OF DOCTORS NURSING CARE CLEANILINESS BRICKBATS BOUQUETS
GOOD BAD MORE FANS NEEDED FOR 3RD FLOOR WAITING ROOM. STAFF MAY BE TRAINED IN MORE PROFESSIONAL ENTRANCE ROAD MAY BE REPAIRED. ATTENDANT BED IS TOO SMALL. COMPETENT AND FRIENDLY DOCTORS. SENSE OF SECURITY. EXCELLENT HOUSEKEEPING. NO NEWSPAPER OR TV IN 2ND FLOOR(215E) CANTEEN FOOD PRICE IS VERY HIGH NOT SO GOOD BEHAVIOUR FROM FEMALE RECEPTIONIST. THE WARD IS VERY HYGENIC AND WORKING SINCERELY. DISCIPLINE OF THIS HOSPITAL IS EXCELLENT. AVAILABILITY OF MEDICINE INSIDE HOSPITAL
Here’s some good old Chinese wisdom! Do not click. Put on the sound