Client retention is a critical aspect of every chiropractor clinic, and customer service is a major factor that keeps clients coming back. Even the best chiropractor in the world needs to provide quality customer service to their clients. We’ve gathered a list of best practices to follow below.
Honesty Above All
It may seem obvious, but many of us are familiar with healthcare providers that stretch the truth to attract and appease patients and make themselves look better. Honesty should always be a core principle for every chiropractor in every aspect of their clinic, from treatment to customer service.
Promising a patient everything they want to hear is an easy way to gain new clients, but if you can’t deliver on such promises, you’ll damage the relationship and cause bad word-of-mouth to spread about your clinic. As every chiropractor knows, every patient is different and can react to spinal manipulation treatment differently. Don’t overpromise your clients. If you make a mistake—whether you double-book an appointment time or don’t deliver the promised results—be upfront about it instead of ignoring it.
Another seemingly obvious but crucial customer service best practice for chiropractors is always listening carefully. It can be difficult to listen respectfully and attentively some days, especially when dealing with an unhappy client, but it’s integral to client retention.
Clients know when they’re being taken seriously and when they’re only being humored, and if they don’t feel respected when offering feedback, they’re unlikely to stay with a chiropractor. Even if they’re delivering a complaint, if the client feels genuinely heard and listened to, they’ll be more likely to stay with the chiropractor and move past the mistake.
Respect Their Time
Perhaps the most common complaint from clients toward chiropractors, and practically every healthcare provider, is not being punctual. When chiropractors see dozens of clients daily, staying on a tight appointment schedule can seem nearly impossible.
Clients stuck in a waiting room well past their appointment time will feel disrespected and forgotten. Staying on time as much as possible is an excellent way to retain clients, and if you do need some to wait, updating them on the delay to show you haven’t forgotten about them helps clients feel less frustrated.
It’s always wise to solicit feedback from your roster of clients after a treatment or consultation session. At the end of every appointment, have a small feedback card handy that allows them to offer their thoughts and rate you and the clinic on customer service and other aspects of their experience.
What do your clients think of the clinic’s customer service, and did they feel the clinic respected their time? To garner more responses, offer a reward for a randomly chosen review, like a discounted session or gift card to a local business. If there’s a pattern of complaints in the reviews, like a recurring note that the front desk wasn’t helpful, you should consider how to make changes to fix these complaints immediately.
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