Customer service matters

It’s natural for us as practitioners to focus our attention largely on our treatment modality, to spend our time honing our skills to make sure we can get the best outcomes for our clients. I mean that’s what we are here for right?

What is customer service really?

The dictionary definition is: “The assistance and advice provided by a company to those people who buy or use its products or services.”

Essentially, this means making sure when you provide a service you give the best possible version you can. Not just the treatment but the experience from the very first point of contact to the last. Kind of like dotting the ‘I’s’ and crossing the ‘t’s’

Why does customer service matter?

Well, let’s look at what the surveys say.

  • With 89% of businesses soon to be expected to compete mainly on customer experience, organizations that take customer experience seriously will stand out from the noise and win loyal customers.
  • 90% of customers are influenced by positive reviews when buying a product.
  • 70% of consumers say they have already made a choice to support a company that delivers great customer service.
    American Express
  • Around the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
  • 87% of organizations agree traditional experiences no longer satisfy customers.

What defines good customer service then?

In simple terms it is making sure your client has the most positive experience possible. For instance you might very well be an amazing practitioner who gets fabulous results but if the client is kept waiting for 40 minutes, the waiting room is dirty, the chairs are uncomfortable, you look like you have just stepped out of bed then the overall experience may not be as positive.

How do you provide good customer service?

My general rule of thumb is to put yourself in the shoes of your clients. Walk yourself through every aspect of your practice that your client experience from the first point of contact to the last. How could you make each step more of a positive experience. Try not to get caught up on what you think is okay or acceptable but focus on how you can make it better. Think of amazing experiences you have had purchasing a good or a service from another business and break down what they did and why it mattered. For me I actually love this process as it helps me to think about better ways to care for my clients. I became a practitioner because I care for people. This is just an extension of that part of myself.

10 Customer service tips

  1. How easy is it to find you?
    – online searches
    – contact details on your marketing material
    – easy directions to your clinic
  2. Simple systems
    – online bookings
    – Financial transaction facility on site
    – Health fund claiming facility on site
  3. What does your client see when they first arrive?
    – First impressions count
  4. Is your waiting room conducive to your practice?
    – Colour scheme
    – Design of the space
    – Quality furniture (doesn’t have to be expensive)
    – Simple and clutter free creates calm
  5. Are bathroom facilities easy to find?
    – Navigation guide builds greater comfort
  6. How do you greet your client?
    – Acknowledge straight away
    – Welcome friendly approach
    – Shake their hand as you introduce yourself (builds confidence)
  7. What is your treatment experience?
    – Explain the process
    – Information about the condition
    – Treatment approach
  8. Do you educate your clients?
    – Explain how what you do works
    – What can they do to help themselves
  9. How to end a session.
    – Treatment plan
    – Additional advice
    – Potential side effects of treatment
    – Make sure to tell them to contact you if they have any concerns
  10. Deliver
    – Give what they expect
    – Be on time
    – Don’t mess your clients around

What countries have the best customer service?

The three countries with the highest rates of customer satisfaction are: Belgium, Norway, and New Zealand.

Find out more about upcoming workshops.




Jeff Shearer is a registered Chinese medicine practitioner in Newcastle, Australia. He has been teaching practitioners since 2009 helping them to become the best they can be to serve their communities better.