The Golden Rule has been officially replaced by the Platinum Rule. And, we're here for it.

Exceptional service isn't just a nice-to-have; it's a necessity, especially for luxury healthcare brands. Whether you own a plastic surgery center, operate a med spa, run an IVF clinic, or manage a personal training studio, the level of customer service you provide can make or break your business. Here are some compelling reasons why:

Building Trust and Loyalty

First and foremost, exceptional service builds trust and loyalty with your clients. In industries like plastic surgery or IVF clinics, the procedures are not only expensive but also deeply personal. Clients are entrusting you with their health, their bodies, and their dreams. They need to feel confident that they're in capable and compassionate hands. A single misstep in service can shatter that trust, while consistent excellence fosters loyalty.

WellWritten Tip: Use other clients to help build trust with future ones. Have them share their experiences with people on your staff, by name, to make the connection appear that much stronger! Video is ideal so people can see the interaction with the company and get a feel for the quality of the practice.

Setting Yourself Apart from the Competition

Next, we have the competitive aspect. Let's face it, in the luxury healthcare market, there's no shortage of options. So, how do you differentiate your brand from all the others? Special offers? More advanced technology? Board-certification?

While these factors are crucial, of course, we believe what truly sets a brand apart is the customer service experience. This is where you can truly shine and make your clients feel valued and special.

• Responsive Communication: Prompt responses to inquiries and consistent follow-ups make a world of difference.
• Personalized Care: Treat every client as an individual, offering tailored solutions and personalized care plans. Send them appointment reminders and other text messages/emails where appropriate. (Ex. text reminders to take your pain meds on Day 1 of surgery)
• Going the Extra Mile: Whether it's remembering a patient's birthday, procedure anniversary, or accommodating a last-minute appointment, going above and beyond shows your office cares.

WellWritten Tip: Use prospect/patient questions they've asked the service team to help guide others through the journey. Think - articles, videos, and social posts with tips from your team answering these past concerns of others. You can even use this information to update FAQs or chat replies! This will show your practice cares every step of the way; truly setting you apart from the competition.
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Increasing Referrals and Retention

The importance of exceptional service doesn't end with making a sale or completing a procedure. A satisfied client is your best marketing tool.

Happy people are more likely to refer their friends and family to your business, and they're more likely to return for additional services. That's why investing in customer service isn't just beneficial; it's essential for the longevity and success of your practice.

WellWritten Tip: Ask for feedback along the journey. You may need to ask people multiple times for Google Reviews or to leave feedback on directories like HealthGrades. Whenever someone does share their thoughts, acknowledge and reply, then make improvements wherever possible if needed/requested.  Testimonials are great to share on every channel including your website!

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We believe customer service is more than just a buzzword—it's the cornerstone of your brand's success! Remember providing exceptional service is key for any luxury healthcare practice. It builds trust and loyalty, sets your brand apart from the competition, and increases referrals and retention.