Customer service on the World Wide Web falls short in many areas. Jupiter Communications conducted a survey of 125 major websites. Forty-two percent of the sites either never responded to customer inquiries, took more than five days to reply, or didn't offer e-mail responses to problems.
"A lot of sites don't recognize it's a problem they should be servicing, and we found a large number were failing entirely," said Ken Allard, director of Jupiter's site operations group.
Responding to inquiries quickly is key to a website's success. Prospective patients will click to a rival's home page if their questions go unanswered. If your practice maintains a website, make sure to check for e-mail messages at least twice a day, or set up an automated response to all incoming messages followed by a detailed personal response later that day. Small steps like these could go a long way toward improving patient recruitment and retention.
Reference
Clark T. Customer service an oxymoron online. C/Net News (www.news.com), November 9, 1998.
When I graduated from chiropractic college in 1981 and started practice, I heard it all, and very little was positive. “You are a quack; you do not know what a subluxation is; you couldn’t get into a real health care program, so you chose the one that is slightly above a mail-order degree; you have no proof that chiropractic works; Are you really licensed?”, and so much more.
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A central challenge in creating our identity is that chiropractic is a method of care, not a technique or procedure. This is an important concept for us to promote. Our patients are treated with lifestyle modification, exercise, nutritional supplements, diet and a whole-body approach to accelerate the natural healing process. We are not simply CMT providers.
The results of a global survey released late last year (2023) unveiled some startling findings among medical and nursing students. The “Clinician of the Future: 2023 Education Edition” surveyed 2,212 students, of which 446 were in the United States, from 91 countries.
