Customer service is crucial to Pulse Professionals as it reflects on your business and can set you apart in the market. Excellent service does not end with scheduling a session and showing up on time. Consider these tips to establish and grow your connection with clients and implement a stellar customer service experience.
Schedule a Consultation
( Photo by The Facility Denver )
Know Your Stuff
( Photo by Kindred PEMF)
Create a ProcessIn addition, you should formulate a repeatable process for appointments. If you have a facility, this means planning the client experience from entrance to exit.
Are there any additional forms they need to fill out upon arrival? Consider the waiting experience for clients who arrive early. Will they be greeted by calming music? Will you offer magazines they can look at or videos they can watch while they wait? How will they be escorted to the Pulsing station, and how will you as the professional begin the session? Answering these questions will lay a great foundation.
Give Your Full Attention
( Photo by Optimyze Me)
Arrive early to the appointment so that you can start on time. Place your phone on vibrate, silent, or Do Not Disturb, and set an expectation with all clients that you will not answer calls while you are providing a session. Listen to and observe the client you’re working with, especially if it’s an animal, so that you can adjust to their needs. Finally, follow up throughout the session to ensure comfort and a positive overall experience.
Always Follow UpCustomer service doesn’t end at the end of the session. How you follow up is just as important as the services you provide during a session.
If you have the benefit of working with a CRM or email service, schedule follow-up emails through those platforms. Set up an email campaign that checks in automatically with clients 24 hours after each session and asks them to respond via email or fill out a quick form.
( Photo by Pulse Barbados)
Think About Your Deliverables
Many Pulse Professionals offer packages that include multiple sessions or even offer PEMF alongside other services. Memorize these packages and prices just like your standard services, prices, and elevator pitch.
The consultation appointment is the first crucial deliverable and sets the expectation that working with your business is an interactive and flexible process. Consider providing notes and documentation to help the client see how far they’ve come.
You can also record your client’s first experience with Pulse and provide photos and videos that they may wish to share on social media. If you have your own facility, set up an inviting, aesthetically pleasing space that makes clients want to capture the vibe.
Service With A Smile
( Photo by Beyond the Bar)
Finally, we have all heard the phrase “service with a smile,” but the scope of that cliche is more than just your face. Service with a smile includes a listening ear, an open mind, and a welcoming atmosphere.