Customer service is key

As a health and wellness professional, you understand the importance of letting your patients know that you not only care about their well being at each appointment, but that they can count on you and your staff for any support they may need in between, as well.

That care and consistency should be present in every aspect of your business, from patient education, to appointment reminders, to product sales. Take the sale of foot orthotics, for example — providing top-notch customer service for those clients who have purchased orthotics is a wonderful benefit for them and can also be a great way to boost your business.

Quality customer service can make a huge difference for your practice because clients and patients tend to feel more valued and at ease when they know they can count on your and your staff to answer any questions that may come up once they have made an investment in a particular product. In turn, when you have created that sense of value and ease for your client base, there is a much better chance that you will get a return on your investment in the form of repeat business, loyal clients, and greater word of mouth.

In the case of foot orthotics, be prepared for clients to have questions about their purchase, and make sure both you and your employees are able to answer those questions. You may even want to dedicate one staff member to serve as the customer service representative to those patients who have purchased orthotics. This employee could then focus on becoming an expert in answering all questions related to that specific product.

One common topic that may need to be addressed first is whether a patient’s health insurance will cover foot orthotics or if a financing plan may be necessary and available. You or a member of your staff should be able to help clients figure out what their insurance may or may not cover and also discuss all the details of any financing options you may be able to offer.

For example, a client may not quite understand how the initial deposit he makes on his foot orthotics will affect his monthly payments, interest rate, and the length of time it takes to pay them off completely.
Patients will usually ask how long it will take to receive their orthotics or what they should expect when they first start wearing them. You can also offer a reminder about when the orthotics might need to be replaced, and why it is important to replace them in a timely manner.