Seems as if we’re always torn between the quest to find new revenue or referral opportunities and how to implement them. As you work on your customer relations strategy this year, here are some points to ponder:

Most customers say they want and expect:

* Ease and simplicity
* Seamless delivery and communication
* Solutions for their business initiatives
* To be engaged and treated like a business partner
* A return on investment, one that’s tracked and reported
* To be asked their opinion on how to improve the relationship – and to hear your response!

How can you and your team be all that a physician or employer wants?

* Listen and learn from your customers and prospects. Process their feedback internally.

* Create a sense of "ownership" of the customer's experience with you-from the patient, his supervisor, the personnel or safety manager, all the way to the president.

* Build your program from the outside in; design your product and services from the customer’s perspective-not yours. 

* Train everyone on sales and service, and the messages and behaviors required for success.

* Be able to track, measure and prove your results, and demonstrate value all the time!

Carolyn Merriman is president of Corporate Health Group, a national healthcare consulting firm and is based in Rhode Island. For additional information, please call 1-888-334-2500 or contact us via the Web.

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