We've all had it happen to us, a customer or patient who is a no-show. Chances are that this unfortunate occurrence is a result of your customer's hectic schedule or quite possible it just slipped their mind. Either way, it's not good and you just lost money as a result. An easy way to help prevent this from happening again is to start using an appointment reminder service.
I was meeting with a new customer the other day and I asked them to share with me the reasons that they chose our service and why they decided to leave their previous provider. Their answer is one that I (surprisingly) hear often. The previous provider would frequently take days to return their calls, sometimes not returning their calls at all! This is amazing to me!
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Recently Ambs Call Center implemented a quarterly customer survey that is sent via email which provides us with a service quality ranking known as ‘Net Promoter Score’. We learned of this measurement tool at a recent strategic planning session with Verne Harnish, author of ‘Mastering the Rockefeller Habits’, a book that I highly recommend. There are only two questions on the survey which helps with the response rate.