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Customer excess: understand the reasons and how to act with this


Customer excess: understand the reasons and how to act with this

This can also be a big problem for the clinic. See how to balance the number of patients seen.

There are two major problems in offices and clinics: lack of customers and other customers. We often call them "bad problem" and the "good problem", but both require solution.

Identify the reasons for over-scheduling is the first step, and the causes may be: technical and administrative competence which led to an increase in spontaneous statement, answering many covenants, high power capture through some kind of communication action etc. Regardless (because the discussion of each of these lines would not fit), the big problem lies in the fact of our being service capacity, in most cases, limited and centralized in one professional.

When this occurs, it is common reactive attitude to increase staff (formalize partnership with other professionals), however, is also commonplace customers report that this action was not effective because they do not want to be served by another dentist. In short, professional services have impersonation, that is, is almost synonymous with a person. This paradigm must be challenged and faced because the dentist needs to know that there is a human limit to his work - he also gets sick, travel, have holidays, age, and your customers will not endure much more expected.

If even the renowned plastic surgeon Ivo Pitanguy, which is a reference in your area, set up a team, making their clientele perform surgeries with other professionals, why do not you could? Everything is a matter of how the service staff is hired and trained, like other professionals have considered and how the customer is served by them.

What is really relevant for your client's set of attitudes that you have. If these attitudes are part of the whole team, it will continue to be well attended and scheduling capabilities of your business can be replicated.

Source: inpn, by Marinho Pinheiro Teixeira
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