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Patient Experience Audit
Our team of professional “patients” will call and/or visit your practice and keep track of every aspect of their experience. This is essential for surgeons who offer LASIK and/or Premium IOLs. You will receive a detailed analysis that can be used to help train doctors and staff to continuously improve the way patients perceive your practice.
Do you know what is happening at your front desk? Are you losing patients before they even come through your door? Let SM2 Strategic discover the answers for you. We provide you with an independent analysis of how patients view their experience with your practice. We are different than traditional “mystery shopping” services in that we also evaluate the emotional and cognitive aspects of the experience. Our assessment tools are based upon recent findings in neuroscience research, which show that emotions significantly affect how people make decisions.
Our goal is to help you uncover areas of weakness that negatively influence patients’ decision making. The Phone Skills Analysis will give an unbiased evaluation of your callers’ first impression, covering a detailed 37-point checklist. The Onsite Analysis will evaluate a patient visit to your practice for a consultation, covering 133 aspects of an in-person experience. The evaluation begins at your website and continues through the end of a consultation. Our mystery patients are experts, trained specifically to assess the intricacies of a refractive practice. With both Analysis programs, we provide a comprehensive narrative designed to identify specific areas for training and to ultimately help your business grow.
Analyses begin at $400. Please click here to download the form and order the specific services you need.
Premium Experience Network Services
How to Build a World Class Refractive Practice — Shareef Mahdavi
and John DiJulius
DVD and Workbooks
Shareef Mahdavi and John DiJulius
team together to bring the Ten Commandments of World Class Customer Service to your Refractive Practice. Divided into eight modules
for use as staff training. Set includes 2 DVDs and 5 Workbooks.
Watch Demo
See what attendees thought about this event
$500.00 .................................................. Order Now
Keynote speeches and lectures by Shareef Mahdavi
Shareef is available to speak to your group. Speaking fees for each event are quoted based on the needs of the client. Please click here to request a phone call with Shareef to discuss your specific event.
Creating the Customer Experience Cycle
Nov. 11-12, 2010 This two day course will be co-taught by Shareef Mahdavi and John DiJulius at John’s training center in Cleveland, Ohio. You will be developing identifying standards, service defects and above & beyond opportunities. These are essential ingredients to consistently delivering outstanding service and creating “wow” experiences for your patients.
Onsite Visit
Shareef Mahdavi and his team are available to visit your practice and assist you with specific recommendations and training that will boost
your business by improving the customer experience. (Fees begin at $3,000 for a one-half day visit.)
Learn More
Strategic Planning
Shareef Mahdavi and his colleagues are skilled facilitators to help you and your management team have a successful and impactful planning session. We add significant value by planning the event, leading the discussion, and providing a written summary of specific action steps, allowing participants to be fully engaged and free of worry of who will lead the meeting. (Fees begin at $10,000 for a full day offsite. )
Endorsed Products ? Resources deemed relevant to the continuing discussions on the Premium Experience Network.
The Experience Economy — by Joseph Pine and James Gilmore
A main thrust of Shareef Mahadvi's work and SM2 Strategic is to bring The Experience Economy to the world of medicine and help manufacturers & doctors significantly improve their respective customer's experience.
$21.75 .......................................................... Order Now
ONSITE VISIT
Practices find it extremely valuable to have an outside perspective for solid advice and recommendations on improving the customer experience for patients. Part of the problem is because you are in your environment every day and become blinded to the negative cues that detract from the overall experience.
Shareef and his team will come onsite and do three things:
- Observe your current environment
- Make specific recommendations
- Help teach and train staff to become more focused on the customer experience for patients.
In our experience, many of the recommendations cost little or nothing to implement and are often "small" changes that can have a "big" impact on customers' favorable and memorable impressions of their experience with you and your practice.
Fees begin at $3,000 for a half-day session. Click here to submit a request and someone from SM2 Strategic will contact you.
CREATING YOUR CUSTOMER EXPERIENCE CYCLE
This two day course will be co-taught by Shareef Mahdavi and John DiJulius at John's training center in Cleveland, Ohio. You will be developing identifying standards, service defects and above & beyond opportunities. These are essential ingredients to consistently delivering outstanding service and creating "wow" experiences for your patients.
What You Will Accomplish:
- Learning what Secret Service is all about as a competitive advantage for your practice.
- Collaborating in a small group setting with key refractive personnel from other practices to share best ideas.
- Building a specific customer experience cycle for your practice.
You will leave with the knowledge, tools, and confidence to implement a proven system for customer experience in your practice. Limited to 12 individuals (one per practice)
from non-competing practices. Those interested in attending need to download and complete the application form.
November 11 and 12
Cleveland, OH
Questions: Call Denise Thompson 216-839-1430 ext. 2 or denise@thedijuliusgroup.com
- Sponsored by:
