I’m excited to announce that Tara and I will be running a practice growth and management workshop for naturopathic doctors on April 17-18, 2010 in Toronto, ON.
This is for both new and established ND’s – you can get all the details and register at NDSuccess.com, but let me give you the highlights here.
Getting new clients takes time, energy and sometimes money. For all that investment, it’s a shame when they don’t come back. We’ve had a lot of faces through our practice doors over the years, and while we do our best to keep them engaged, we don’t retain everyone. As a result, we’ve got our share of “dead” files in the back room.
This year at our strategic planning day, one of our team members came up a great idea for reactivating some of those old patients. It only takes a few minutes a week, and although we’re just starting out, I think it’s a great plan.
Last year at our strategic planning session, which involved a big push to serve, we launched Project 52, a customer service initiative for 2009. The goal was simple: make one customer service improvement each week for a whole year.They didn’t have to be huge or expensive shifts – they just had to improve the client experience.
A year later, we’re looking at a long list of improvements. They range from warm slippers and adding additional soundproofing between treatment rooms, to 30-minute guarantees on returning messages during business hours and softer toilet paper. I thought I’d share how we did it in a little more detail, and tell you about our new Project 52 for 2010.
