Exceptional service is a must for homeopaths as it is one of the ways we bring value for our clients.
When our clients love what we do, we get the benefit of the best marketing tool: word of mouth.
My approach to customer service
Before I was a homeopath I worked as a teacher and as a telephone counsellor with The Breastfeeding Network.
As a teacher I learned a lot about how to set clear boundaries but also how to adapt them for individual children and families.
As a breastfeeding counsellor, I learned about empathy, and importantly; the difference between information and advice.
As a homeopath I decided that I wasn’t going to try to be the cheapest or rely solely on my homeopathy skills.
Instead I decided to offer value through empathy, honesty and great communication.
I’ve worked with many practitioners (osteopathy, massage, therapy etc.) and I know this is what I look for:
- Friendliness and optimism
- Consistency and reliability
- Listening and understanding
- Clarity and ease
How to improve your customer service
Think about your clients for a moment.
Have you noticed any patterns of questions or problems that arise from your clients.
If you make a note of issues or queries, frequently asked questions, things people need or problems they want solving, you can start to see where to adjust what you’re offering so that you provide a better service.
- Do you need to explain something better?
- Can you simplify or change something?
When you do this you will provide excellent customer service as a homeopath.
Do what you say you’re going to do
When it comes to your hours, your communication and your deliverables (remedies and products) – consistency is key.
Never offer to do something unless you are sure you can do it.
Maybe even say no to clients if you know they are not a good fit for you.
Excellent customer service starts with honesty.
Don’t let your enthusiasm cause you to promise more than you can deliver.
The client-therapist agreement
Take time to set out your practice guidelines.
This needs to be written in simple, clear English and laid out in short paragraphs with sub-headings.
Take time to be clear on the service you are providing and what you need from the client in return.
The clearer you are, the happier you will both be.
If you’d like to see my client-therapist agreement, please just drop me a line.
Be clear about your boundaries
Be clear about your availability and your turn-around time for requests for information or support between consultations.
The clearer you are with boundaries, the better your clients will respect them.
Contact between consultations is best managed through one channel.
Arguably the way to streamline this is through email, which ensures that nothing is overlooked or lost.
Keep your auto-respond regularly updated with your schedule so your clients can instantly see when you are around and when you are away or not available.
Give value
As a homeopath, we are offering something personal and bespoke.
By keeping your promises, listening and being clear in your communication, you offer value.
You use your homeopathy expertise to help them get better in ways that exceed their expectations.
This not only helps them but it creates a strong reputation for homeopathy as an effective system of medicine.
It will allow you to gain more referrals and make a good name for yourself in the work that you do.
That brings value to your client, to you and to the world of homeopathy.
What small changes can you make to up-level your customer service?
