Donâ€™t you love it when you walk into a business where youâ€™ve been a loyal customer for years and the people working there recognize you and greet you like family? Everyone loves to be welcomed like Norm from Cheers. Weâ€™ve all had that great welcome from our local bankers, grocery store clerks, salons, restaurants and pharmacies. For many of us itâ€™s the reason we return again and again.
Now contrast that feeling with the one you get when you enter that same business where youâ€™ve been a loyal customer and the staff ask you to spell your name so they can take your reservation or let coworkers know you have arrived. Even a nice smile and greeting doesnâ€™t make up for the fact that you are now a stranger in a familiar place.
This loss of experience and interruption in customer service is one of the indirect costs of turnover that most business owners donâ€™t calculate. Your patients feel this loss when you lose good people. If you’re serious about improving patient service you need a retention plan…you need to learn how to lead your team and how to stop the drama that drives the good people away…staff and patients.