The Secret to Patient/Customer Loyalty & Excellent Word-of-Mouth Referrals

We have three main grocery stores in my town. One is super cheap, and I have to admit, I shop there. It’s the American Way. Another is staffed by teenagers who are more interested in texting than bagging. As a shopper in this store, I’m a guinea pig for workers in training. And I’m paying for this privilege? No thank you.

The third grocery store is amazing…so it’s the store I prefer and recommend. Prices are higher, sure. But being greeted with a smile and, “Can I help you?” is priceless. If I can’t find what I’m looking for, an employee reads the confusion on my face and rushes over to help. He actually walks me to the product I need—never points or gives me directions. I love Tom Thumb in Trophy Club, Texas. Those fine folks could write a book on excellent customer service.

One of my favorite quotes is from Einstein. He said something like Insanity is doing the same thing over and over and expecting different results. Logic tells us that the reverse is true. Good sense is doing the same thing over and over if you want the same results.

I decided to analyze why I like Tom Thumb. My main appreciation is for the employees. As a somewhat intelligent businesswoman, I should apply these points to my own business. I’m no Einstein, but I figure that mimicking the customer service that I appreciate will foster the same loyalty in my clients that I feel for my favorite grocery store.

Fact: Word of mouth advertising has the best return on investment of any marketing.

Fact: Seventy percent of Internet users believe the testimonials
they read online. It’s modern word of mouth.

Fact: If you get good reviews on Twitter, Facebook, LinkedIn, Yelp!, Google, etc.,
you’ll benefit not only from readers of those reviews, but also from search engines loving the backlinks to your website.

So what’s the secret to rave reviews, loyal customers, and excellent customer service?

  • Smile regardless of how my day is going
  • A genuinely helpful attitude
  • Like my job and helping my clients
  • Listen to my clients so I can really understand them
  • Prompt, proactive assistance all of the time
  • Answer questions precisely and completely
  • Fill their needs fully
  • Give them a reason to remember me when they think of great customer service

You can’t deny that enough word of mouth advertising (and word of mouse reviews) can save you a ton of money on marketing AND gain you enough new business so that you can retire in comfort.

The thing is, before you can provide this kind of above-and-beyond customer service, you have to have customers! That’s where Modern Dental Practice Marketing can help.

We work with dental and medical practices, as well as small businesses in other industries, by providing effective and affordable Internet marketing. Our experts build websites and blogs, design logos and branding, and write articles, blog posts, press releases, and other marketing copy. We also offer print marketing, consulting, and social media management. Need reviews on Facebook, Yelp!, and Google? We can help—not by writing fake reviews like some companies—but by soliciting your satisfied patients to submit real reviews about your service.

Give us a call today at 972-781-8861, and let’s chat about your business. Together, we’ll improve your bottom line. After all, we’re in the business to make people smile!