Episode 37: Treat Everyone as Unique, and You’ll Dominate the Patient Experience

As a medical provider, if you can dominate your patient experience, you then develop Raving Fans that shout about the value of your services from the rooftop.

Let’s look at a method many businesses use to identify those Raving Fans. It’s a measure customer satisfaction.

It’s called the Net Promotor Score, or NPS

NPS involves asking your patients one question and have them rate you on a 1 to 10 scale.

Those who give you a 9 or 10 love you and are your Raving Fans.

The 7s and 8s like you.

Those who score you lower don’t care about you, or worse, hate you.

Now the question is the key.

And the usual question for NPS is this: “Would you refer a family or friend?”

BUT … I read about a new question though for the medical industry that I think is much better.

In fact, if your office and team can embody this question in the every day approach, you WILL dominate the patient experience

Here’s the question: ‘Were you treated as a UNIQUE INDIVIDUAL?’ 

I LOVE this question because it’s more personal and more impactful.

We all want to be heard.

We all want to be seen.

And when we are, we all want to go back for more.

So, my challenge to you this week is to embody this question in your every day practice and ask your patients that question to gauge if you are hitting the mark that develops Raving Fans.

The question and concept: Were you treated as a UNIQUE individual?

The 9s and 10s will affirm you’ve done it.

You didn’t just see your patients, you heard them, helped them, and valued them.

As an individual.

As a unique individual.

And they will want more.

Who doesn’t?

Treat everyone as unique, and you will find yourself dominating the patient experience.

And I’ll see YOU at the next 2MMM

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