Managing Client Expectations with Improved Client Communications

In any small business or practice, managing expectations is crucial to building and maintaining a successful relationship with your clients. However, if you don’t manage client expectations early, you could find yourself in some tense situations later on down the road, or experiencing low retention of your clientele.

One way to manage client expectations is to communicate early on how you’ll send out notifications, updates, or important information that your clients might need/want to know.

Send a Welcome Email

For example, if you are a salon who has recently seen several new clients, we recommend sending out a targeted Welcome email, thanking them for their first visit, and providing more detailed information on your services and history.

If you use a marketing and communications platform like Demandforce to send these messages, you can track open rates and specify specific people to receive the email, all based on data synched directly from your salon management system. And Welcome messages sent via Demandforce have an average open rate of 50 percent! (Based on 2016 Demandforce data).

Find Out Your Client’s Preferred Method of Communication

Another way to manage client expectations is to take time to chat with your client during their first visit, and ask them for their preferred method of communication. You can even ask for their consent to send text message updates, or special offers you might be running, and you can confirm that the data you have in your system is up-to-date and complete. This allows you to make sure that when you send a message, via email, voice call, or text, it’s not unwelcome, and your client knows that you might be contacting them.

Continue to Reach Out

One common mistake businesses make that can affect client expectations is to stop communicating with them after the first few months. If your salon or small business emphasizes a personal touch, and friendly family atmosphere, you need to make good on your promise. Set up custom email campaigns to send automatically to specific clients, promoting specials, loyalty rewards, or discounts. Celebrate important milestones with them by sending birthday and anniversary greetings. And make sure that your clients never miss an upcoming appointment by setting up automatic appointment reminders and recall campaigns to send out based on data collected in your management system.

If you continue to nurture the relationship you have with your client past the first visit and beyond, you’ll turn a new client into a loyal client—and you’ll always exceed your clients’ expectations.

For more information on how you can use the marketing tools and communications solutions provided by Demandforce to manage your client expectations, visit demandforce.com/salon-and-spa.

Improve Your Practice’s Productivity in 2017 with These Top 5 Healthcare Automation Processes

It’s a new year, which means it’s time for another set of resolutions. But rather than deciding to choose the same old resolutions that never quite motivate you enough to follow through on them, why not focus on just 5 of the easiest, yet most effective, healthcare automation processes that will boost your practice’s productivity and keep you connected with your patients.

All patients enjoy a friendly, attentive practice—so if you’re too busy on the phone, or handling paperwork when you should be focused on your patients, you might lose patients, referrals, or new business.

Here are our Top 5 picks for healthcare automation processes that will help you better manage your time and eliminate time-consuming or repetitive tasks.

If you’d like to learn more about marketing automation and how it can help your practice, visit www.demandforce.com.

Appointment Reminders

Spend less time chasing down confirmations by setting up automatic appointment reminders for your patients. You can send advance email reminders, text alerts, or even an automated voice call to cut down on no-shows and forgotten appointments.

Recall & Check-Up Reminders

Increase the number of patients you bring back time and again by automating your recall and check-up reminders. Save time by setting up a schedule for when to send out recall emails and notifications so you’re not overwhelmed by all the scheduling.

Patient Surveys

Gathering patient feedback about the quality of service you’re providing, and showing patients you care about giving them a great experience goes a long way in attracting new patients, and keeping the ones you have. Setting up an automated system of sending and collecting patient surveys allows you to constantly gather data about your practice without worrying about this practice slipping through the cracks on busy days. 

Birthday Greetings & Special Offers

Sending birthday messages to your patients, or sending an exclusive offer to long-time patients is a proven way to retain lifetime patients, and promote practice advocates and referrals. Sending cards in the mail is costly and time-consuming, so why not automate this process and/or send email greetings to your patient base?

Requests for Online Reviews

These days, your online reputation is so important in attracting new patients, and establishing your practice as reputable online. That’s why the more online reviews you have from patients, the better. But we know that sometimes asking for those reviews, and following up with patients, can take up a lot of time. So why not automate your request for online reviews, so that a friendly email request is sent to all your patients shortly after they finish their appointments, asking for their review. Then you can quickly review and post these on the most popular social media sites; saving you time and the headache of sorting through various sites, and reposting.

These are our top 5 healthcare automation processes, but there are so many that we didn’t mention as well. With so many choices to help you better leverage your time and schedule, there’s no reason your should be sacrificing productivity in your practice. If you want to learn more about healthcare automation, and your options, click here.