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How to Get High-Quality Customer Feedback

Posted on Mar 1, 2023

Small details make the difference between a good business and a great one. Practices that show that they care about those details are generally more successful and more popular among their clients. But it can be tough to know what your clients are thinking and feeling. Here we guide your practice on how to be good at both eliciting and listening to customer feedback.

Your customers are your most valuable source of information when it comes to product design and user experience. That’s why we asked members from Young Entrepreneur Council (YEC) the following question:

“What’s one method you use for getting high-quality customer feedback?”

Here’s what YEC community members had to say:

1. Follow Up

“Many, many more people are willing to give reviews than will actually bother to leave them. Asking nicely for them, usually in a follow-up email after service has been completed, works surprisingly well for generating reviews. No one is going to fault you for asking, and every new one is worth its weight in gold.” ~ Adam Steele, The Magistrate

2. Use a Net Promoter Score

“Ask your customer the ultimate question: “From a scale of 0 to 10, How likely is it that you would recommend our company to a colleague or friend?” Followed by: “Why did you rate us that way?” It does not waste your or your customers’ time and it is measurable, actionable and allows you to compare how you do over time.” ~ David Henzel, MaxCDN

3. Ask Them Often

“Ask often and in the right places. Remind customers about the ability to leave reviews across multiple platforms and at a variety of times during their client experience. For example, we send convenient email reminders for feedback after each tutoring session. ” ~Chuck Cohn, Varsity Tutors

4. Send Emails

“This is an obvious option, but it’s often overlooked in favor of more contemporary approaches such as social media. Since the customer is communicating one-on-one, they’re less likely to put on a show (as they would on social media) and are more likely to give quality feedback.” ~ Andrew Namminga, Andesign

5. Ask for the Good and the Bad

“Every one of the 4,000-plus people who have traveled with us received a survey at the end of their trip. It’s easy to fill out and explicitly asks them what was we did well, but also what we did not do well. Especially as a founder, it can be hard to ask people what they don’t like about your company. But you absolutely must, because you’ll learn the most from the tough love.” ~ Cedric Hodgeman, UBELONG

6. Get Feedback on Third Party Sites

“We are an IT company and ask our clients to leave feedback on third party sites like Clutch.co, Greatagencies.com, Upwork.com, and Appfutura.com. These sites call or email clients and get a thorough feedback and publish it online. They ensure that feedback is authentic and high quality. Once published online, our prospective clients can read it. In addition, we get video testimonials.” ~Piyush Jain, SIMpalm

7. Connect With Key Customers

“Conduct both focus groups and one-on-one executive briefings for your key customers. We host ours over lunch so we can build enough trust and dialogue to cut through superficial feedback and really understand how to serve them better.” ~ Christopher Kelly, Convene

8. Use Anonymous Surveys

“We tend to shy away from social media for user feedback. It doesn’t give us the metrics we’re desiring to improve our business operations, and it can be an easy outlet for customers whom are vocal, but not necessarily constructive or helpful. Using surveys to ask specific questions has greatly improved our feedback loop and allowed us to improve our customer experience with much greater accuracy.” ~ Blair Thomas, EMerchantBroker

9. Ask the Right Questions

“It’s important to get honest and helpful feedback from customers, but you have to pose the right questions. It’s important to know what you’re doing right as well as what you could be doing better. You can ask pointed questions in emails, phone conversations and on social media. You may have to prompt customers. Ask what they do or don’t like about specific products/services.” ~ Shawn Porat, Fortune Cookie Advertising

10. Create a Public Slack Group

“When I first started using Slack, I was impressed with such a useful product for team communication. However, I thought there would be more value in hacking the product to be an open forum for people outside the company. I asked my most active users to join the group to discuss topics related to the business in an open forum with custom integrations. I now have direct access to valuable feedback.” ~ Scott Weiner, ClosingBell

11. Train Your Customer Service Team to Have an Open Dialogue

“We train our customer service team to have an open dialogue on incoming calls with customers. This allows us to get raw, unfiltered feedback that helps us improve our product.” ~ Daniel Lambert, BoardVitals

Perform Practice Solutions helps you understand your customer’s needs, reach your goals, optimize your time, and save money. With our innovative coaching platform, transparent billing platforms, and marketing services, we provide frustrated and hard-working PT, OT, and Chiropractic owners with an alternative way forward. Visit our Facebook page or give us a call at (833) 764-0178.

Reference: [https://smallbiztrends.com/2016/02/positive-customer-feedback.html]

Prioritizing Customers

Posted on Feb 1, 2023

When a patient reaches out to your clinic with a question, they expect immediate attention and prompt responses. Every patient inquiry is important in its own right. In a perfect world, every request received by support staff would be answered immediately and solved efficiently. While you can’t wave a magic wand and fix every problem right away, you can continue to provide the best service possible by treating each request with the attention and concern that it deserves. Learn the tricks. (And remember, our marketing solutions offer teams to ensure every review and external query is managed right away!)

Ray Kroc, Founder of McDonald’s, once said, “If you work just for money, you’ll never make it, but if you love what you’re doing and always put the customer first, success will be yours.” Interestingly, most companies have the policy “the customer is always right” but rarely adhere to this customer-first strategy.

It’s common to receive poor customer service and feel like a company doesn’t prioritize its clients. They are the last part of their equation. But what does putting the customer first mean? More importantly, why is it crucial for the success of any business, and how can a company put customers first? replica hublot king power watches

Put the customer first

Putting the customer first means running a company that makes customers feel special. Think of it as a business mindset that promotes a positive customer experience at every step of the customer journey. Every time you make a business decision, consider how it will affect your customers. With this mindset, customers aren’t beyond or above the company. Instead, they are the centerpiece of the puzzle.

Understand the customer journey

The idea of putting the customer first means that you have to understand what your client’s goals and needs are. In other words, put yourself in their shoes. What do they want? How do they want to shop for their products? You must experience the customer journey—from product marketing to decision making, to purchase and use, and after-sales services. Understanding the customer journey will help you pinpoint areas that need improvement.

Putting the customer first also entails knowing that customers have specific demands at every stage of their lifecycle. You must meet the varying needs at each phase of the customer lifecycle accordingly. Taking care of your customers during the purchase stage but neglecting to help them when your product fails to solve their problem will only make your brand suffer.

Define company culture around the customer

A company’s culture is its perspectives, values and goals. Every employee or member of the organization adds something to the culture. However, leaders set the standards for how people should adhere to it.

To put the customers first, define the company’s culture around the customer. This means seeing customers as people who allow the organization to exist. They are the ones keeping the company going. With this perception, a company will treat its customers with the utmost respect.

Know your customers

You need to know what your customers want and their goals. A business should strive to understand customers’ emotions and challenges. Creating personas and working hand in hand with clients is an effective strategy to put customers top of mind throughout the company.

Partnering with customers makes it easier to find practical solutions for service issues. Inviting them to design the customer experience proactively helps you understand the customer journey. Lastly, integrating customer feedback can help you better address their concerns.

Improve the customer experience

A business should devise innovative ways to enhance its customer experience. After introducing a product or service to the market, you must up your game and keep innovating.

Customers will want to settle for innovative products that meet their needs and expectations. Sure, you might have one of the best products or services in the market, but if it needs to be more innovative, people will turn to alternative products. To counter competition from your rivals, you must be creative.

Introducing innovative products and services signals to customers that you’re well aware of their demands and that you can anticipate their needs in advance. Your innovativeness is also a sign of commitment to finding new ways to improve your products and services. Do this and you’ll keep your clients coming back.

Equip your team

Putting the customer first doesn’t mean you should neglect your team. The reality is that employees are the lifeline of any business. Provide your team with the resources required to deliver exceptional services. Equip them with the necessary customer service training tools and content. A conducive environment will allow your team to focus on customer satisfaction.

Taking good care of your employees isn’t just about making them happy. Customers can easily tell when your team is happy. Happy employees exude confidence and positivity, which in turn helps foster positive customer relationships. So, taking care of your team is vital since it creates a good image for your company.

Personalized experiences

Customers love to feel special, and one way to do this is by creating personalized experiences. Such experiences give customers the impression that you care about them. It shows your team is willing to go the extra mile to ensure they are happy with your products or service.

Personalized experiences lead to customer satisfaction, which also contributes to higher retention rates. Another massive benefit of personalization is that it justifies the price of your product or service. Most customers are willing to pay more for exceptional customer experience.

What your customers want

The easiest way to deliver and meet your customer’s expectations is by asking what they want. Technology has made getting in touch with customers more effortless and most are more than willing to give insight into what they want. Take advantage of social networks and customer interactions to ask the right questions. Knowing exactly what it takes to make a customer feel special can assist your business in staying ahead of the game.

Prioritizing customers benefits the bottom line

Without customers, your business wouldn’t exist. It’s essential to put customers first. The more time you spend listening to your customers and delivering accordingly, the higher the retention rates, the happier your employees are and the higher your revenue. But remember, prioritizing your customers takes time.

Be patient while implementing these recommended strategies to take your business to the next level. Remember, the success of your business hinges on how you treat your customers. Treat them well and they will return the favor through their loyalty.

Is your practice preparing for the future? We know PT — and we can help to make sure your business flourishes for the years to come. Let our experts in physical therapy marketing services take all of the guesswork of promoting and building your business. Visit our Facebook page or give us a call at (833) 764-0178.

Reference: [https://www.forbes.com/sites/forbesbusinesscouncil/2023/01/10/tips-on-running-a-successful-business-and-putting-the-customer-first/?sh=34c0fb831bac]

Why is Delegating Important?

Posted on Jan 1, 2023

Delegating is important because you can’t—and shouldn’t—do everything yourself. Delegating empowers your team, builds trust, and assists with professional development. And for leaders, it helps you learn how to identify who is best suited to tackle tasks or projects. Learn below why delegating is essential to scaling your business. If you need a consultation on how you can better orchestrate your staff for maximum effectiveness, we are here.

Let me ask you a question: If you left your company for six months, what would happen to it? Would it fold in your absence? Would it become a complete mess? Would it stay the same? Or, would it grow and improve while you were gone?

I imagine that most businesses would struggle (or at the very least, remain the same) if the leader left for six months, especially in the face of any period where there is a bad economy. Why? Many leaders don’t delegate properly.

However, it doesn’t have to be this way. Your goal as a business leader should be to create a business that could improve even if you left. If you learn to do that—in other words, learn to delegate—your business will be able to scale successfully no matter what’s happening in the world around you.

The Struggle Is Real

“Sure,” you might be saying to yourself, “I know that delegating is important. But it’s not easy!” I run more than one company myself, so I get it. Often, it feels like trying to explain how you want something done to somebody else takes more time and effort than just doing the job yourself.

On top of that, it can be hard to relinquish control because, many times, other people don’t do the job the same way you would. Perhaps they also don’t achieve the same results. That’s why many leaders end up saying to themselves, “I know this task will take up valuable time, but I better just sit down and do it myself.”

Sound familiar?

When it comes to delegating, the struggle is real. But that doesn’t change the fact that the only way to achieve the growth and success you want is to delegate. To do that successfully, you must start by shifting your mindset.

Done Is Better Than Perfect

The biggest obstacle to delegating—and it’s one that I’ve observed most founders and business leaders struggle with—is wanting 100% perfection on every single task. To overcome this, you must keep in mind that 70% of 100 is better than 100% of zero.

I am not saying that there’s anything wrong with wanting something to be perfect. In my own companies, I, too, expect perfection. But, on the way to 100% perfection, you should sometimes be willing to accept 70%. Barring any other alternative, you might even accept 30%. After all, even 30% of 100 is much better than 100% of zero.

There’s a caveat to this, of course. I suggest only applying this rule to things that are time-sensitive, important and do not compromise the quality you provide to your consumers. If a task can wait or it isn’t important, then you can wait for perfection.

Bottom line: If something needs to be done now and it will move the needle forward on your company’s growth and success, be OK with getting less than perfect. The big point here is that you can accept less than 100% perfection because you can improve the process after it starts.

Ensure Proper Resource Allocation

In my book, Exit Mindset, I frequently teach about the importance of infrastructure. A big part of infrastructure is delegating successfully to ensure proper resource allocation. This is important because when you have a poorly constructed infrastructure, you constantly encounter a host of problems that require your direct attention.

When you have a chaotic infrastructure and your resources aren’t properly allocated, you take on the high stress and long hours needed to fix things and move ahead. Instead of being the business leader, you’re the problem fixer for every little thing that goes wrong. That leaves no time for strategy. Worse, you can become so overwhelmed that you can’t even see you’re no longer in charge of the company—the company is in charge of you.

With the right resources and infrastructure, though, your situation can dramatically improve. You can delegate, which means you have time to focus on important things throughout the day. You settle into your office and it’s quiet enough for you to focus on strategy.

That’s not to say you won’t have to fix major issues from time to time, but problem-solving is no longer the day-to-day and minute-by-minute function you perform. Now you’re the leader. You’re the strategist. And most problems are being fixed by others in the company.

That frees you up to study, research and investigate your business, industry and market. It allows you to identify risks, challenges and opportunities. You can define the next destination and direct the company on a path to get there. This will pay off with profits—tangible proof that you’re doing it right.

Keep On Moving

With the right mindset and infrastructure, you can delegate successfully. Yes, it’s rare that the task will be done to perfection, but that’s OK. In my own companies, I have delegated many things—both to people and other businesses—I knew wouldn’t necessarily be completed to my personal standards.

But you know what? I also knew if I didn’t delegate those tasks and instead took them on myself, I would be wasting time or the task wouldn’t get done at all. So, I reminded myself that 70% of 100 is better than 100% of zero, and then I pulled the trigger. In those instances, I also initiated a process to improve future outcomes, and I worked to address any resource gaps.

Ultimately, as long as it doesn’t reduce the quality of the deliverable, then I believe not getting 100% from people is OK. In other words, if I can find a solution that improves my process by 70% rather than 100%, and there is no quality degradation in the client or customer deliverable, then it is an acceptable move.

Over and over, I have found that this approach leads to success. When you learn to delegate and manage your expectations and your organization’s resources properly, you and your business can get ahead of the game. And, if you’re ever asked what would happen if you left your company for six months, you would be able to confidently answer, “It will continue to grow, scale and thrive in my absence.”

Our team of experts doesn’t just know the business. We know physical therapy. We specialize in physical therapy billing solutions, virtual staffing, & physical therapy marketing services. Let’s talk! We offer a complimentary consultation at (833) 764-0178. You can also visit our Facebook page.

Reference: [https://www.forbes.com/sites/forbesbusinesscouncil/2022/12/08/why-delegating-is-essential-to-scaling-your-business/?sh=4f1fd6cd1779]

Digital Skills for 2023

Posted on Dec 1, 2022

2023 is right around the corner! We know full well that every new year brings new challenges to physical therapy marketing. We need to be open to change and learn new skills to crush our goals. Here are 3 business skills entrepreneurs can develop or improve this year. Better yet — you can hire our team. Regardless, it’s important to understand why they are so important — and what they are and actually accomplish! Bring us your questions! With a little help from our experts: from consulting, to billing to marketing — we can get your practice to the next level.

Ready to level up in your business this year? You have a fresh start so aside from setting goals and determining your focus you need to take action. You can do this by developing new skills that will help your business succeed.

If you’re a digital entrepreneur, you know that the online business work is always changing. It’s crucial that you focus on continuing your education and gaining new skills to help your business evolve.

Here are 3 business skills digital entrepreneurs can develop or improve this year.

1. Managing Facebook Ads

Facebook Ads aren’t going away any time soon so you might as well learn how to master them. Sure, you can hire a Facebook ads expert or consultant, but it’s best that you know at least the basics yourself.

Investing in the ads themselves can be expensive. Add in the extra expense of paying someone to create the copy, set up the campaign, and manage them for you and you could be left with dwindling profits.

Instead, you can take a course or hire a Facebook ads coach so you can learn the basics first and perhaps even master one of these stages to save yourself some money. Once you understand Facebook ads, you can also develop a solid strategy and test things out more effectively.

2. SEO

Search Engine Optimization (SEO) is a hot commodity in the online space. If you run a website or blog, it’s important that you understand SEO and keep up with all of Google’s updates.

Again, you can hire someone to do SEO research and execute a strategy, but it often stands to have some SEO skills of your own to start. You can always delegate keyword research but you do need to be involved in some of the SEO strategy to get the best results.

Luckily, you can enroll in SEO workshops or trainings online hosted by trusted experts in the field. I like taking advice from Mike Pearson from Stupid Simple SEO who is a proven SEO expert and has a ton of great nuggets to offer.

3. Sales

If you’re in business for yourself, you have to know how to sell whether that’s hard selling or soft selling. You can’t just expect to be the brains behind a valuable product or service, you also need to know how to sell it.

This is especially true if you’re a solopreneur. Start by getting clear on your target market and what their needs are. Then create a sales funnel for your solutions that will help them.

You can sell online with integrity in a variety of ways via your email list, social media, webinars, and courses.

Summary

Don’t slack on your skills next year. You don’t have to go back to school or get a new business certification in most cases. You can learn things quickly and without much effort — thanks to the internet.

Focus on constantly learning to master new skill sets so you can run and market your business better.

Is your practice preparing for the future? We know PT — and we can help to make sure your business flourishes for 2023 and the years to come. Let our experts in physical therapy marketing services take all of the guesswork out of promoting and building your business. Visit our Facebook page or give us a call at (833) 764-0178.

Reference: [https://smallbiztrends.com/2019/01/digital-skills-for-2019.html]

Too Good To Be True?

Posted on Nov 10, 2022

It is that time of year — when the bombardment of ads encourages everyone to review their Medicare coverage — and includes considering the Medicare Advantage plan. But buyers beware. The window of open enrolment can mean that clients and patients may look to healthcare practitioners for advice, opinions, or clarification. Depending on the profession and circumstances, there can be vast differences in the responses — especially with physical therapy.

This insightful article outlines some broad reasons why the Medicare Advantage plan may not, in truth, be advantageous.

Along with leaves changing colour and the omnipresence of pumpkin spice comes the avalanche of ads, commercials and telephone calls, entreating us to believe that Medicare Advantage is the best thing since the invention of the Internet. With open enrollment season upon us, it’s critical to examine that claim. In traditional Medicare, the government pays doctors and hospitals directly. Recipients usually pay premiums and must meet deductibles, and many choose a supplemental “Medigap” plan to help with out-of-pocket costs. Medicare Advantage was designed about 20 years ago as an alternative to traditional Medicare, meant to provide innovative ways of delivering care at a lower cost. It pays insurers — middlemen — a monthly fee per patient to manage their care. Premiums are often lower than traditional Medicare and can offer perks such as gym memberships or limited dental or vision care.

However, while traditional Medicare gives access to any participating provider, Medicare Advantage plans limit care to doctors and hospitals in their networks. They are also more likely to deny needed care by requiring prior authorizations for tests or procedures.

Earlier this year, the federal government reported that 13% of denials in Medicare Advantage would not have been refused under traditional Medicare. Medicare Advantage plans are also increasingly ending nursing home and rehabilitation care before providers consider patients ready to go home. While medical professionals make those decisions under traditional Medicare, in Medicare Advantage the insurer decides. So instead of innovating care, Medicare Advantage seems to mainly withhold it. It has also proven to be costly. Because such plans get higher government payouts for sicker patients, insurers have the incentive to exaggerate the sickness of enrollees. According to federal audits, 8 of 10 of the largest companies have submitted inflated bills, and 4 of 5 of the very largest have faced federal lawsuits accusing them of fraud. In 2020 alone, these exaggerated risk scores generated $12 billion in excess payments. Because of this and other factors, the government spends 4% more for Medicare Advantage enrollees than traditional Medicare.

Despite all this, the low premiums and perks may still be attractive to seniors who are not (yet) sick. The situation often changes when they develop an illness. They may find a specialist or hospital they wish to see is out of network. They may experience delays or denials of care due to administrative barriers. Their out-of-pocket costs will often be higher. A little-known fact about Medicare is that when patients are enrolled in Medicare Advantage for over 12 months but want to change to traditional Medicare, Medigap plans are no longer obligated to take them without underwriting, which involves passing a health screen. In other words, if you get cancer and want to go to a cancer centre not covered by your Medicare Advantage plan, you may be stuck. Surely this program should be called Medicare Disadvantage. When a middleman makes profits from “managing” your healthcare, they inevitably do so by limiting the care you get. Medicare recipients, beware! And as citizens and taxpayers, we should all demand that Congress take Medicare out of the hands of corporations, freeing billions of dollars in savings to deliver actual health care.

Navigating the challenges (and endless information!) of owning a physical therapy clinic can feel overwhelming — which is why we are here! Perform Practice Solutions can help you optimize your practice — significantly. Visit our Facebook page or call us at (833) 764-0178.

Reference: [https://www.newsobserver.com/opinion/article267774792.html]

Are You Billing For This? You Should Be! Remote Therapeutic Monitoring (RTM) 101

Posted on Oct 1, 2022

At Perform Practice Solutions, we are always looking for ways to improve your practice revenue. CMS has finally done something right and is reimbursing for RTM codes. Below you will find a guide on what CMS’s new final rule is and how to apply it to your practice.

This can add up to $100 extra per case for each of your Medicare patients. This compounded on a weekly, monthly, and yearly basis will increase your bottom line by possible leaps and bounds.

Whether you are currently offering these services and not billing, OR want to figure out how to enhance your practice with these services AND build your bottom line — we can help. Just book a free consultation with Kevin Rausch and he will get all your questions answered — www.calendly.com/kevinrausch.

What is Remote Therapeutic Monitoring

1. CMS approved the final rule starting in January 2022. It is the use of patient-engagement technologies to remotely monitor and communicate with patients outside the walls of the clinic between the PT visits

2. These are designed to be billed separately from clinic visits however currently insurance is accepting these in addition to normal codes

What is Being Monitored

3. A Patient’s Musculoskeletal System (MSK) Status.

How are Data Points Tracked?

4. An app. This is data that is self-reported by patients and analyzed by the PT to improve care. Medbridge is a common app you can use.

Benefits for the PT

5. It is a way to monitor:
a) HEP Compliance
b) Patient’s response to PT
c) Patient pain levels
d) PTs can modify the POC before seeing the patient again

Key Points:

6. Take-away

Patients should log in daily to the app to track their progress
This will help progress the patient faster and get them better results
This will develop the best possible POC
This goes above and beyond regular PT office visits
Supports the patient outside the clinic

RTM CODES

98975 RTM – Setup/ Education $26.99 Billed ONLY Once per Episode of Care

Initial set-up includes downloading the app on the patient’s phone
Educating patients on the process and what is expected of them
Reviewing the prescribed exercises on their HEP
Having the patient demonstrate and confirm the understanding of expectations
Requires 16 days of monitoring within a 30-day period

98977 RTM – Device Supply $68.51 Billed Once each 30-day Period

Billed once every 30 days
The cost of the app for patients
Requires 16 days of monitoring in a 30-day period

98980 RTM – Management-1 st 20 minutes/month $59.77 Billed Once per Calendar Month

Management of data and communication with the patient
First 20 minutes of monitoring and managing each calendar month
Must contain at least 1 minute of interactive communication with the patient

98981 RTM – Management-2nd 20 minute/month $49.08 Billed Multiple Times per Calendar Month

PT analysis of the data
Modifying HEP

You don’t need to do everything on your own. From billing to marketing, including credentialing and patient eligibility verification, Perform Practice Solutions can help. Give us a call today at (833) 764-0178, book your free consultation with Kevin Rausch — www.calendly.com/kevinrausch — and join our Facebook community for more physical therapy billing solutions and ideas.

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