Chipping In From Off the Green

Many doctors are getting the feeling that it is getting harder and harder to satisfy patients. After all, between rising co-pays, a dysfunctional system, and lousy parking, there is only so much that is under their control yet they seem to bear the brunt of complaints.

Many doctors are getting the feeling that it is getting harder and harder to satisfy patients. After all, between rising co-pays, a dysfunctional system, and lousy parking, there is only so much that is under their control yet they seem to bear the brunt of complaints.

When it comes to other industries, maybe you should keep these things in mind:

98% of dissatisfied customers never complain, they just leave.

85% of dissatisfied customers tell nine people about their poor experience; 13% tell 20 people.

A satisfied customer tells just five people.

Over five years, a typical company loses 80% of its customers; 65% because of a negative experience with the company.

75% of the reasons a customer leaves has nothing to do with the product.

Retain just 5% of your customers, and profits will increase from 25% to 55%.

The top five businesses in any industry have over 90% customer retention. Most businesses average 80%.

For every 1% improvement in customer rate sustained over five years, there is a 20% improvement in operating income.

And finally,

The number one reason why customers switch companies is that they don't feel appreciated.

Doctors remember when they make mistakes or a patient is not satisfied and it hurts. Some memories of poor outcomes last a lifetime. Yet, while satisfied patients might not tell you as often, when they do it is what reminds you of why you are practicing medicine in the first place. In some ways it's like never shooting under 100 in golf, but occasionally chipping in off the green or getting a birdie on the last hole. It just keeps you coming back and celebrating in the club house.