Would you recommend us?

anne Huttunen, the CEO of Finnish Net Solutions told in his blog 11.04.2016 about the the BSAVA Congress 2016 and lectures in Practice Management. He mentioned Mark B. Hedberg mentioning about that it is not easy to measure how good people feel at the practice. This, and the article on Sundays newspaper (HS 10.04.2016) about client feedback and how asking quick feedback at the point of sales has increased recently, gave me idea to the subject of this blog Personnel happiness equals to client happiness It may be true, that it is not easy to objectively measure how good people feel as the feeling of a person is difficult to measure – it is a subjective issue. On the other hand, your clients will notice quite soon if the chemistry at the workplace is not working. In practice, the fastest – maybe not the most scientific - way to measure the personnel satisfaction is to measure the client satisfaction. Learn to ask for feedback You may need to learn to ask for feedback and to take it. Your clients may need to learn to give feedback as well. I’ve heard people saying they could not hear the negative feedback and meet the client after that again. Really? Best way to turn the negative feedback into positive is to ask the client what bothers him and try to correct it, right? Dissatisfaction may be even issue of misunderstanding which is easily cleared with better communication. The client will be happier because they are heard – you might even correct the direction of the client relationship simply by enabling them to give feedback. Mind your unhappy clients Based on the studies unhappy clients tell about their feelings to 9-20 people whereas the happy clients tell to 4-6 people. For each client who complaints there are many who do not, but are still unhappy and will never come back. It is also more costly to gain new clients than to keep the existing. Customer experience is largely about how the client feels they are treated. Keep your team happy and inspired. How your team feels at the clinic and working together has a big effect to the client experience. You may provide super clinical care, however if your team does not work happily together from appointment booking to the invoicing and after, you will soon notice in the client numbers. Provet Cloud quick feedback to improve client satisfaction Provet Cloud enables easy way to collect client feedback. After each consultation you may send the client the invoice copy and homecare advice by e-mail. Accompanied is also possibility to give feedback simply by clicking the mood. Don’t forget to tell you client face to face you are doing so and why you want to hear their feedback.