Top Tips for Excellent Customer Service

With so many aesthetic clinics seemingly popping up everywhere, it can be difficult to stand out from the crowd. While clinical experience and high-level skills will set you apart, knowing how to communicate effectively and offer a service unlike anywhere else will encourage your patients to stay loyal.

Here are our five top tips for delivering unbeatable customer experience:

1. Respond promptly – speed is everything in this day and age. With so many options available, people move on fast if they’re not getting a response quickly enough, so you need to ensure all touchpoints are covered – phones, emails, website and social channels. Set up automated holding messages with an indication of when they can expect a more detailed response and stick to this.

2. Listen actively – when you’re used to patients presenting with similar concerns, it can be easy to switch off from what they’re saying and have similar responses for all. However, it’s important to treat everyone as an individual and listen actively to what they’re saying. This involves giving them your undivided attention, reading their body language, giving encouraging verbal cues, asking

questions for more detail, and clarifying and paraphrasing detailed information to ensure you’ve properly understood.

3. Share knowledge – with your team and your patients! Ensure all your team have full training on the products and services you offer, so that they can confidently answer questions and describe what to expect from treatment without relying on you. Empower your patients too by posting blogs and social media content explaining your procedures – this will demonstrate you know what you’re talking about and have the relevant experience and skills to treat them confidently and safely.

4. Say thanks – it may sound basic, but showing sincere gratitude to your patients for their custom will make them feel valued and remind them why they came to you in the first place. Go above and beyond with your thanks by offering free samples of skincare products or special discounts if they book again or refer a friend.

5. Learn willingly – appreciate that you won’t always get it right, but having an open mind and being happy to learn from mistakes will benefit you in the long run. Take on board negative feedback, respond kindly and carefully consider what you will do differently in future to enhance the customer experience.

We’re sure there’s lots more you can do to enhance your patients’ experience – do you have any tips to share with fellow practitioners? Comment below!