TOP TEN SERVICE ENHANCERS

1. TOP TEN SERVICE ENHANCERS Evidence in Motion Stephen Caffrey, MPT

2. JUST DO IT! • Do what is necessary to provide great service • Do not pass the buck • Make calls • Follow up • Get answers RESULT: increases promoters, WOM referrals

3. REACH OUT AND TOUCH SOMEONE • 1 chance to make a first impression • Invest in the beginning • welcoming greeting, handshake • Smile • Apologize with sincerity • For being late, a bad experience, etc. • Do not lay blame on others or circumstances RESULT: Puts patient at ease, reduces fear

4. THE HAPPIEST PLACE ON EARTH • Great attitude, accentuate the positive • Support those around you • Physicians, fellow PT’s, support staff • Look for the best in every situation RESULT: creates positive work environment, great team work

5. CAN YOU HEAR ME NOW? • Listen, listen, listen • Elicit patient’s perspective • Use continuers to hear the full story • Do not cut patient off RESULT: patient concerns are heard, less misunderstanding

6. IT’S THE REAL THING • Be emphatic • Identify emotion and state it • Use emphatic responses • Fake it if necessary RESULT: increases patient satisfaction, reduces malpractice

7. HAVE IT YOUR WAY • Involve patient in decision making process • Assists with development of plan of care • Gives information about patient’s knowledge • Reveals any barriers to address RESULT: patient feels their input is valid, goals of treatment clearly defined

8. IMAGE IS EVERYTHING • Create inviting environment • Clean, well designed facilities • Quality equipment with cutting edge technology • Commitment to timeliness, inform of delays RESULTS: Helps with marketing of physicians, insurance companies, individuals.

9. BE ALL YOU CAN BE • Pursue growth and learning • Evidence based practice • Support and reward employee education • Commitment to staff development RESULT: clinical excellence, greater staff retention

10. YOU DESERVE A BREAK TODAY • Promote balance in employees • Encourage outside activities • Recreational, fitness goals • Charitable work • Professional involvement RESULT: happier employees, relate well to patient experience

11. QUALITY IS JOB ONE • Evaluate customer service experience • Streamline evaluation process, keep simple • Most important question: would you recommend us to family, friends, or colleagues? RESULT: able to quickly apply results to day to day operations