3 Ways to Manage Expectations

Posted by BestPractices on February 28 2011

Customer satisfaction stems from your performance meeting customers’ expectations and going above and beyond. In order to manage expectations follow these 3 steps:

1.Discover your team’s expectations – What are your staff’s expectations for this specific clinical encounter, what percent patient or percent customer are they facing?

2.Discover your patients’ expectations – Ask them – “What are your expectations?”

3. Invent options for mutual gain – Telling patients that you are “really busy”, or that “the sickest patients” are seen first seldom helps either. Telling or implying to parents they have unreasonable expectations certainly does not work! Make the customer service diagnosis and “treat” appropriately.

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