Aug 29, 2016 by Edward L. Blach, DVM, MS, MBA
A big part of successful marketing is making your services easily accessible and convenient to your customers. In summary, how easy is it to do business with you?
Accessibility is a big part of customer satisfaction. Think about your level of satisfaction with various businesses if it's difficult to find them, if traffic congestion delays your ability to arrive when you desire, if parking is a challenge, or the person you need or want to see isn't available as expected. Think about how excited you are to have dinner at a restaurant if it's a 2 hour ordeal to find parking. What if traffic jams require you to commit an extra two hours to what is an urgent appointment, or one that only requires a few minutes to complete?l
Access to your services should be viewed similarly. How easy is it to find the information that is important to your clients? Can they reach the right person on the phone to get their required information? Is their answer easily accessible on your website? And when they decide to visit your practice, what is their experience? Is the doctor always running more than an hour behind? And does a simple appointment always turn in to multiple visits?
These questions are the key to refining your customer experience. Make it easy for your customers to do business with you. Ensure that their experience is pleasant, timely, and with as few surprises as possible.
How easy is it to do business with you?