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Dr. Daniel Pavlik Sr. AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thought #customerservice The 8 Rules of Customer Service & Salesmanship (Today - Rule #7) What Your Team Should Learn If You Want Them to Perform (Recap) Over 77% of customers who decide to do business with a company/practice decide to do so because they respect them, & ultimately, they feel safe giving the practice their money. How do you prepare your team to know how to build relationships, make sales, and then follow-up appropriately so that the customers/patients will continue to return and tell others of your outstanding service? Because customer service is tied to customer relations before, during, and after a sale, this article addresses why you need to understand the sale processes so that your team can address customer service more than adequately. RULE #7: Never trust a client/patient to make a buying solution or service resolution without your help! Your deadliest enemy is often not any of your competitors, no matter how aggressive or dishonest they might be. It is your clients’/patients' inability to close without your help. Most clients/patients are suffering from INDECISION, the worst state of mind you can face in any decision. In fact, if you do not help the customers/patietns make decisions, only 1 out of 20 will make decisions by themselves. Did You Know? · 52% of team representatives/doctors never ask for the client/patient decision or why the clients/patients think they really need your support/treatment. The doctors just assume the patient has everything they need to decide themselves. · Yet, over 80% of the deals and resolutions occur after the 3rd attempt to resolve the issues -- 3 attempts means the doctor/team member has made themselves available for the client/patient when they are still undecided! Hint: The true definition of “selling” is to help the client/patient make the right buying decision! The true definition of “customer service” is the assistance and advice provided by a doctor and/or team representatives to those people who buy or use its products or services. - Adapted by Dr Paul J. Pavlik from a webinar by Valtin, Patrick, CEO Hirebox International, March 30 - April 3, 2020. Watch for Rule #8 - Tuesday
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Dr. Daniel Pavlik, Sr. AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thoughts: Customer Service - Part 1 #customerservice Great Work Wins Great Business; Great Relationships Keep Great Business! Introduction to Customer Service If you want to participate in the new paradigm of sales success, you must understand that your products and services will no longer be accepted solely based on value or appearance but more on the relationship between you and your clients (patients). Research shows that the actual product or service only accounts for 10% of the buyer’s (patient's) decision, whereas 40% depends on the seller/customer (patient) and 50% depends on the buyer’s (patient's) motivation. Business owners (Doctors) often encounter resistance (e.g., pricing, appearance, etc.) when they try to solicit their new or existing customers (patients) purchase their products or services. You need to know: What motivates the clients (patients)? How do you get your clients (patients) to pay better attention to what you offer and then consider doing business with you? How do you convince prospects to finally say “yes”? You might have the best product/service on the market, but if your customer service is poor, consumers’ perceptions of your brand may not be as great as you would like it to be. Customers (patients) need to know that whatever you are offering is a worthy investment and that you are behind them every step of the way. They want to know that they can address any shortcomings or complaints before they become serious problems. By providing exceptional customer service, you are selling them on confidence and long-term solutions. Your value propositions have no meaning unless and until they align with your buyers’ objectives, priorities, and criteria (OPC) as typically defined below. You have to understand this to build relationships. 1. Objectives: What do they want to accomplish and/or avoid after they purchase from you? 2. Priorities: First and foremost, TRUST is the primary driver. How do customers (patients) perceive your promises? 3. Criteria: What products and accessibilities do you have for them. I.e., why should they do business with you? Part 2 - Tomorrow - What Is Customer Service? - from Dr. Paul J. Pavlik's "Customer Service" discussions
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President & Founder at Access Health & Wellness Association (AHWA), Access Integrated Provider Centers (AIPC), & Prevention Generation (PG)
Dr. Daniel Pavlik Sr. AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thought #customerservice The 8 Rules of Customer Service & Salesmanship (Today - Rule #7) What Your Team Should Learn If You Want Them to Perform (Recap) Over 77% of customers who decide to do business with a company/practice decide to do so because they respect them, & ultimately, they feel safe giving the practice their money. How do you prepare your team to know how to build relationships, make sales, and then follow-up appropriately so that the customers/patients will continue to return and tell others of your outstanding service? Because customer service is tied to customer relations before, during, and after a sale, this article addresses why you need to understand the sale processes so that your team can address customer service more than adequately. RULE #7: Never trust a client/patient to make a buying solution or service resolution without your help! Your deadliest enemy is often not any of your competitors, no matter how aggressive or dishonest they might be. It is your clients’/patients' inability to close without your help. Most clients/patients are suffering from INDECISION, the worst state of mind you can face in any decision. In fact, if you do not help the customers/patietns make decisions, only 1 out of 20 will make decisions by themselves. Did You Know? · 52% of team representatives/doctors never ask for the client/patient decision or why the clients/patients think they really need your support/treatment. The doctors just assume the patient has already been told everything they need to decide themselves. · Yet, over 80% of the deals and resolutions occur after the 3rd attempt to resolve the issues -- 3 attempts means the doctors/team members have made themselves available for the client/patient while they are still undecided! Hint: The true definition of “selling” is to help the client/patient make the right buying decision! The true definition of “customer service” is the assistance and advice provided by a doctor and/or team representatives to those people who buy or use its products or services. - Adapted by Dr Paul J. Pavlik from a webinar by Valtin, Patrick, CEO Hirebox International, March 30 - April 3, 2020. Watch for Rule #8 - Tuesday
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Dr. Daniel Pavlik Sr. AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thought #customerservice The 8 Rules of Customer Service & Salesmanship (Today - Rule #7) What Your Team Should Learn If You Want Them to Perform (Recap) Over 77% of customers who decide to do business with a company/practice decide to do so because they respect them, & ultimately, they feel safe giving the practice their money. How do you prepare your team to know how to build relationships, make sales, and then follow-up appropriately so that the customers/patients will continue to return and tell others of your outstanding service? Because customer service is tied to customer relations before, during, and after a sale, this article addresses why you need to understand the sale processes so that your team can address customer service more than adequately. RULE #7: Never trust a client/patient to make a buying solution or service resolution without your help! Your deadliest enemy is often not any of your competitors, no matter how aggressive or dishonest they might be. It is your clients’/patients' inability to close without your help. Most clients/patients are suffering from INDECISION, the worst state of mind you can face in any decision. In fact, if you do not help the customers/patietns make decisions, only 1 out of 20 will make decisions by themselves. Did You Know? · 52% of team representatives/doctors never ask for the client/patient decision or why the clients/patients think they really need your support/treatment. The doctors just assume the patient has already been told everything they need to decide themselves. · Yet, over 80% of the deals and resolutions occur after the 3rd attempt to resolve the issues -- 3 attempts means the doctors/team members have made themselves available for the client/patient while they are still undecided! Hint: The true definition of “selling” is to help the client/patient make the right buying decision! The true definition of “customer service” is the assistance and advice provided by a doctor and/or team representatives to those people who buy or use its products or services. - Adapted by Dr Paul J. Pavlik from a webinar by Valtin, Patrick, CEO Hirebox International, March 30 - April 3, 2020. Watch for Rule #8 - Tuesday
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Dr. Daniel Pavlik Sr. AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thought #customerservice The 8 Rules of Customer Service & Salesmanship (Today - Rule #7) What Your Team Should Learn If You Want Them to Perform (Recap) Over 77% of customers who decide to do business with a company/practice decide to do so because they respect them, & ultimately, they feel safe giving the practice their money. How do you prepare your team to know how to build relationships, make sales, and then follow-up appropriately so that the customers/patients will continue to return and tell others of your outstanding service? Because customer service is tied to customer relations before, during, and after a sale, this article addresses why you need to understand the sale processes so that your team can address customer service more than adequately. RULE #7: Never trust a client/patient to make a buying solution or service resolution without your help! Your deadliest enemy is often not any of your competitors, no matter how aggressive or dishonest they might be. It is your clients’/patients' inability to close without your help. Most clients/patients are suffering from INDECISION, the worst state of mind you can face in any decision. In fact, if you do not help the customers/patietns make decisions, only 1 out of 20 will make decisions by themselves. Did You Know? · 52% of team representatives/doctors never ask for the client/patient decision or why the clients/patients think they really need your support/treatment. The doctors just assume the patient has already been told everything they need to decide themselves. · Yet, over 80% of the deals and resolutions occur after the 3rd attempt to resolve the issues -- 3 attempts means the doctors/team members have made themselves available for the client/patient while they are still undecided! Hint: The true definition of “selling” is to help the client/patient make the right buying decision! The true definition of “customer service” is the assistance and advice provided by a doctor and/or team representatives to those people who buy or use its products or services. - Adapted by Dr Paul J. Pavlik from a webinar by Valtin, Patrick, CEO Hirebox International, March 30 - April 3, 2020. Watch for Rule #8 - Tuesday
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Dr. Daniel Pavlik, Sr. AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thoughts: Customer Service - Part 1 #customerservice Great Work Wins Great Business; Great Relationships Keep Great Business! Introduction to Customer Service If you want to participate in the new paradigm of sales success, you must understand that your products and services will no longer be accepted solely based on value or appearance but more on the relationship between you and your clients (patients). Research shows that the actual product or service only accounts for 10% of the buyer’s (patient's) decision, whereas 40% depends on the seller/customer (patient) and 50% depends on the buyer’s (patient's) motivation. Business owners (Doctors) often encounter resistance (e.g., pricing, appearance, etc.) when they try to solicit their new or existing customers (patients) purchase their products or services. You need to know: What motivates the clients (patients)? How do you get your clients (patients) to pay better attention to what you offer and then consider doing business with you? How do you convince prospects to finally say “yes”? You might have the best product/service on the market, but if your customer service is poor, consumers’ perceptions of your brand may not be as great as you would like it to be. Customers (patients) need to know that whatever you are offering is a worthy investment and that you are behind them every step of the way. They want to know that they can address any shortcomings or complaints before they become serious problems. By providing exceptional customer service, you are selling them on confidence and long-term solutions. Your value propositions have no meaning unless and until they align with your buyers’ objectives, priorities, and criteria (OPC) as typically defined below. You have to understand this to build relationships. 1. Objectives: What do they want to accomplish and/or avoid after they purchase from you? 2. Priorities: First and foremost, TRUST is the primary driver. How do customers (patients) perceive your promises? 3. Criteria: What products and accessibilities do you have for them. I.e., why should they do business with you? Part 2 - Tomorrow - What Is Customer Service? - from Dr. Paul J. Pavlik's "Customer Service" discussions
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Dr. Daniel Pavlik Sr AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thought - Customer Service - Part 5 (cont'd from Monday) #customerservice DEFINING CUSTOMER SERVICE Other Simple Customer Service Tips to Adopt The wrong word at the wrong time, or conversely, the right word at the right time, can transform how customers/patients see your brand, your services and your products. Good customer experience can make them feel empowered with your products/services and validate their decision to do business with you, while a weak experience might have them second guessing past purchases. Follow these tips for building a better customer/patient experience team: 1. Encourage Employee Ownership. This creates feelings of obligation, pride, and fulfillment. Let them solve issues as they see fit by allowing them to be flexible in addressing problems and providing solutions. 2. Don’t Wait for Customers/Patients to Speak Up. The majority of upset customers/patients won’t tell you when there’s a problem; they’ll simply find another doctor. Encourage them to speak up and always have your service team follow up with customers/patients after a problem is resolved. 3. Make the Experience More than Just Service. Don’t just solve a problem; find out if there’s anything else you can do for the customer/patient. Providing a tip makes the experience more personal; they’ll be inclined to visit again. 4. Let Customers/Patients Help Themselves. Customers/Patients often like to first research the problem they are having by reading about it first. Create a knowledge base. It should be readable and based on real problems. Continued tomorrow - Dr. Paul J. Pavlik
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Dr. Daniel Pavlik Sr AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thought - Customer Service - Part 5 (cont'd from Monday) #customerservice DEFINING CUSTOMER SERVICE Other Simple Customer Service Tips to Adopt The wrong word at the wrong time, or conversely, the right word at the right time, can transform how customers/patients see your brand, your services and your products. Good customer experience can make them feel empowered with your products/services and validate their decision to do business with you, while a weak experience might have them second guessing past purchases. Follow these tips for building a better customer/patient experience team: 1. Encourage Employee Ownership. This creates feelings of obligation, pride, and fulfillment. Let them solve issues as they see fit by allowing them to be flexible in addressing problems and providing solutions. 2. Don’t Wait for Customers/Patients to Speak Up. The majority of upset customers/patients won’t tell you when there’s a problem; they’ll simply find another doctor. Encourage them to speak up and always have your service team follow up with customers/patients after a problem is resolved. 3. Make the Experience More than Just Service. Don’t just solve a problem; find out if there’s anything else you can do for the customer/patient. Providing a tip makes the experience more personal; they’ll be inclined to visit again. 4. Let Customers/Patients Help Themselves. Customers/Patients often like to first research the problem they are having by reading about it first. Create a knowledge base. It should be readable and based on real problems. Continued tomorrow - Dr. Paul J. Pavlik
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Dr. Daniel Pavlik, Sr. AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thoughts: Customer Service - Part 1 #customerservice Great Work Wins Great Business; Great Relationships Keep Great Business! Introduction to Customer Service If you want to participate in the new paradigm of sales success, you must understand that your products and services will no longer be accepted solely based on value or appearance but more on the relationship between you and your clients (patients). Research shows that the actual product or service only accounts for 10% of the buyer’s (patient's) decision, whereas 40% depends on the seller/customer (patient) and 50% depends on the buyer’s (patient's) motivation. Business owners (Doctors) often encounter resistance (e.g., pricing, appearance, etc.) when they try to solicit their new or existing customers (patients) purchase their products or services. You need to know: What motivates the clients (patients)? How do you get your clients (patients) to pay better attention to what you offer and then consider doing business with you? How do you convince prospects to finally say “yes”? You might have the best product/service on the market, but if your customer service is poor, consumers’ perceptions of your brand may not be as great as you would like it to be. Customers (patients) need to know that whatever you are offering is a worthy investment and that you are behind them every step of the way. They want to know that they can address any shortcomings or complaints before they become serious problems. By providing exceptional customer service, you are selling them on confidence and long-term solutions. Your value propositions have no meaning unless and until they align with your buyers’ objectives, priorities, and criteria (OPC) as typically defined below. You have to understand this to build relationships. 1. Objectives: What do they want to accomplish and/or avoid after they purchase from you? 2. Priorities: First and foremost, TRUST is the primary driver. How do customers (patients) perceive your promises? 3. Criteria: What products and accessibilities do you have for them. I.e., why should they do business with you? Part 2 - Tomorrow - What Is Customer Service? - from Dr. Paul J. Pavlik's "Customer Service" discussions
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President & Founder at Access Health & Wellness Association (AHWA), Access Integrated Provider Centers (AIPC), & Prevention Generation (PG)
Dr. Daniel Pavlik Sr AHWA (Access Health & Wellness Association, LLC), AIPC (Access Integrated Provider Centers), Prevention Generation Business Thought - Customer Service - Part 5 (cont'd from Monday) #customerservice DEFINING CUSTOMER SERVICE Other Simple Customer Service Tips to Adopt The wrong word at the wrong time, or conversely, the right word at the right time, can transform how customers/patients see your brand, your services and your products. Good customer experience can make them feel empowered with your products/services and validate their decision to do business with you, while a weak experience might have them second guessing past purchases. Follow these tips for building a better customer/patient experience team: 1. Encourage Employee Ownership. This creates feelings of obligation, pride, and fulfillment. Let them solve issues as they see fit by allowing them to be flexible in addressing problems and providing solutions. 2. Don’t Wait for Customers/Patients to Speak Up. The majority of upset customers/patients won’t tell you when there’s a problem; they’ll simply find another doctor. Encourage them to speak up and always have your service team follow up with customers/patients after a problem is resolved. 3. Make the Experience More than Just Service. Don’t just solve a problem; find out if there’s anything else you can do for the customer/patient. Providing a tip makes the experience more personal; they’ll be inclined to visit again. 4. Let Customers/Patients Help Themselves. Customers/Patients often like to first research the problem they are having by reading about it first. Create a knowledge base. It should be readable and based on real problems. Continued tomorrow - Dr. Paul J. Pavlik
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