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Published on: 04 Apr 2017 by emaildocs
Customer loyalty is important to any business that wants to grow
and to be successful. A loyal customer is a repeat customer, happy to buy again
because he knows your products and services are excellent, they are happy with
the way they are treated and feel a special relationship between the two of
you. Often, this loyal customer will tell friends about you and your services,
offer to give you a testimonial or write a positive review of your product.
Good — free — publicity is something all businesses dream of, but few inspire.
What makes a customer “loyal”?
Building loyalty — and retaining it — is a long-term process. Below are
tips to help your business keep patients happy — and coming back for more.
Step 1: Building loyalty
1. Make it personal – If you can
connect with your patients on a human level, they will come back to you. Tell
them you know each patient has individual needs, and that’s why you encourage
them to let you know what they require to make each visit relaxed and
stress-free. Treat patients as individuals, instead of numbers, and you have
taken the first step to building customer loyalty.
2. Be a ‘friend’ – Take an
interest in your patients. Ask them about themselves — their favorite movies,
their travels — and show an interest in their friends and families. But don’t
forget to share something personal about yourself, too. This will help build
3. Satisfaction guaranteed – Let patients know patient satisfaction is your
top priority. Then deliver on that promise.
4. Be understanding - Treat
patients with respect and understand that people are busy and sometimes run
late or forget an appointment. Don’t use a heavy hand for a first-time
5. Be honest – Always tell
patients the truth and don’t “sell” something that is not necessary.
6. Stay connected – Check up with
patients after treatment to see how they are doing. Give them a call at
home. Let them know you are always there for them.
Step 2: Maintaining loyalty
1. Email list – Make repeat
patients an important part of your Dental
SEO campaigns. Getting “special offers” will make these patients
feel as though they are an important part of your practice. A personalized
offer makes the offer that much more effective by making the patient feel
2. Keep it personal – Do what any
friend would do: send birthday cards, celebrate a birth in the family,
recognize a child’s graduation, send out beautiful holiday greeting cards etc.
3. Thank-you – When someone sends
business your way, it’s not only polite, but good business, to thank the
referrer, especially if he or she is a repeat customer.
4. Rewards – Show repeat clients you
appreciate their loyalty by offering them gift cards or freebies for small
services you know they will appreciate. Make this part of your “loyalty reward”
5. Surveys – Let long-time
patients know you value them by asking for their feedback. They are in a
position to let you know how you can improve customer service. Act on their
recommendations and they will feel great knowing you respected them enough to
follow their advice.
6. Party – Hold an
office party to celebrate a holiday, such as Christmas. Use this event as a way
of catching up with long-time patients. Make it special with finger foods,
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