Regular customers are the most critical element of the success of the dental clinic, if you want to be a century-old dental institution, then your business goals must be based on maintaining and serving old customers.
A clinic's existing clients are a low-cost or non-cost-effective resource, as the cost of retaining existing clients is usually lower than acquiring new ones. Nowadays, the cost of new expansion is extremely high, especially for new customers like dental implants, which can be regarded as sky-high, and the cost of a single implant door-to-door customer in first-tier cities has reached 3,000 yuan to 4,000 yuan.
Therefore, dental institutions should attach great importance to the maintenance and service of old customers from the boss level to avoid the loss of old customers.
Today, let's talk about the reasons for customer churn, which can make up for the loss and adjust the operation and management methods in a timely manner. There are ten main reasons for the loss of common old customers:
1. The on-site consultant's "liking the new and hating the old".
Field consultants are susceptible to business model influences and always want the marketing side to continue to bring in new customers, rather than spending time maintaining old customers.
Before the patient pays the money, the counselor pays attention to it, but after paying the money, he ignores it. Over time, the experience for patients is particularly bad, and eventually leads to their loss.
Second, not enough attention is paid to patients with "small projects".
The staff of various departments do not pay attention to the patients of the so-called "small projects", such as "teeth cleaning, tooth extraction, etc.", and have a poor attitude towards the patients of these projects, and only focus on the big projects such as implants and orthodontics.
Third, the professional knowledge is not up to the mark
Many positions are non-medical professionals, and the institution does not provide training and assessment to these employees, which directly leads to the very unprofessional answers to patients' questions and the lack of patient trust.
Fourth, the response speed is too slow
Old customers through ** or online consultation, the consultant reply is too slow, resulting in these customers' questions can not be solved in time, and eventually lead to loss.
Fifth, the return visit mechanism is not perfect
After the patient is often done, many institutions do not even have a return visit plan for the next follow-up visit, especially for projects with a long cycle, such as implants and orthodontics. This leads to patients missing out on normal ** time, leading to patient complaints.
Sixth, the service process is missing
Some old customers often come to the scene for follow-up, no one receives, no one has a regular meeting, and even waits for 1-2 hours for follow-up, or even longer.
This is essentially a reflection of the absence of a service process.
7. Excessive charges
The future of the oral cavity must be close to the people**, after all, it is a routine medical behavior.
If your charges exceed the market too much, it will definitely lead to the loss of old customers, which is inevitable.
8. The diagnosis and treatment effect is not ideal
The quality of oral diagnosis and treatment is one of the most important concerns for customers. If the diagnosis and treatment effect is not satisfactory, such as dental failure, oral problems are not solved, etc., it will cause customers to lose trust in the clinic and choose other clinics.
9. Poor communication and lack of temperature
Some medical staff do not pay attention to the improvement of communication skills, which makes patients feel cold, do not feel cared for and valued, and it is easy to lead to the loss of customers.
10. Lack of personalized solutions
Different clients have different oral health needs, and if the clinic is unable to provide personalized services, such as customized solutions for individual circumstances, some customers will feel dissatisfied and churned.
Some institutions are particularly rigid and inflexible in service, which is also a flaw.
In order to reduce the loss of regular dental customers, dental clinics need to pay attention to the above factors. Uncle Mad believes that 90% of the factors are caused by the lack of attention paid by the owners and employees of the agency to the old customers.