Are You Prepared To Provide Exceptional Customer Service With Your Current Pricing Structure?
It does happen…every now and then you receive amazing feedback from clients.
And, what really makes your clients talk about you, your staff and your practice – is exceptional customer service. For example:
‘From the moment I walked out of your clinic the difference has been nothing short of incredible! Allan explained everything to me and respected my understanding of my body and my pain. He has worked with me to solve my foot problems and I feel so lucky to have found him.’
‘From the first day I entered your clinic I was greeted and welcomed by the most wonderful receptionist. I hesitate to call Karen a receptionist, as I can tell she is much more.’
‘Brian makes me feel very comfortable and listens to what I have to say. He does not rush me out of the clinic! He takes the time to explain and answers all my questions.’
These stories mainly involve the element of surprise and receiving service that exceeds your clients expectations. It is great!
Such acclamation confirms that you and your team are doing something really worthwhile and your clients really appreciate it. Your best clients are willing to pay for your services and they rave about you. And when they do, they usually tell their friends and family. The next thing you know there is a queue of referral clients waiting at your front door!
You see, when a client loves the service you give them and spreads the word, it creates positive energy, it increases your self-esteem, and it can be a great form of free marketing which can pay excellent dividends for your business.
So can you afford to give amazing customer service with your current pricing structure?
or;
Are you still feeling uncomfortable about charging the fees you actually deserve?
Giving service above and beyond what your clients are expecting is vital, as it will result in happy customers and referrals for your practice. You just need to negotiate the value of what you offer and adjust your fees accordingly. After all, you still have bills to pay.
Try these 3 tips to excel with your customer service AND still get the fees you deserve.
Be Confident With Your Pricing
Confidence in your pricing comes from knowing your value, having self-belief and knowing your clients well. You can’t be confident with the fees you charge until you have confidence in the results you can deliver.
Understand too that in most cases, you know your client’s feet better than they do and educating them on their current condition and what they need positions you as someone they can trust.
If you are confident that you can give them the treatment they need, then you should also be confident to charge accordingly.
Some Hive members have started to develop more confidence in their pricing and have changed their fees accordingly and guess what? – client’s have been fine with the new fees.
Take Time To Evolve To Value-Based Pricing
Investopedia gives a vivid illustration of value-based pricing, as below:
‘A company that sells basic, white, 100% cotton athletic socks would probably use cost-plus pricing, because its product does not have any special features. However, a company that sold sweat-wicking, extra-padded athletic socks could use value-based pricing and sell its socks at a higher price, because it provides something unique and valuable to athletic consumers.’
Providing that “extra and unique” service gives you the advantage to position your fees according, (although it may require some refinement to your organisation’s procedures and systems.)
Take some gradual and simple steps to evolve your pricing as your offering, your equipment and the skills of your team progress.
Sell Results
People buy results. And when they get great results, they brag about it. That’s high-value marketing that YOU can get out of delivering amazing results to your clients.
To maximize this, think about how you can provide tangible results for your clients. It is important that at the initial contact, prospects can see the value that you provide to them. Define a way to measure the impact of your products or services. This will enable you to prove your results and create more satisfied clients.
Following these three tips will enable you to raise your fees whilst ensuring exceptional customer service at every visit.
The result? More clients, more income and more profits for your practice.
Til next time,
Greg Gunther
