There are several ways to get products and services. The most important is the one that gets established an Exchange. To get a service or product for Exchange for a cash value, and it is marketing.
remember that human beings always act according to their own interests and on which brings more benefits
.
Only to take any questions, marketing is different from propaganda, that is just one of many marketing tools. The propaganda is derived from the term “shades”, which means making public, therefore, used in media, such as business card, Billboard, banners,
among others.
these tools have a common goal: wake up the customer’s attention and interest to motivate you to purchase, or in the case of a service in the area of health, cause satisfaction for the customer to come back and report their good experiences. To that end, it is important to distinguish between technical quality management/management of the clinic and the perception that the client has the
Office.
success is a result of the intersection of these three points, and happens when opportunity, staging and professional commitment. If you work only with an interface of this tripod, their results shall be proportionate to it, namely, absolutely below the clinical potential of
.
technical quality is that inherent exclusively technical administered by doctor, dentist and other healthcare professionals. Perception is the formatting as the client “sees” the clinic and the service provided by the trader; and management is the management of all events within the clinic, for example, calculating the cost per hour of all professionals who work in the workplace
.
Attention: what has happened with your Bill over the past six months? He increased? And the number of new patients you sought, is growing?
this technique is very important, but she alone, in a competitive market, not maximizing results. Another important detail: the largest competitor of health professional is not your fellow performer!!! Think of a vacation trip, for example, which competes more money for the patient than the colleague
.
marketing studies and assists the customer perception, using clinical management to better direct the actions for that market. In addition, identifies needs and creates opportunities to assist them to overcome customer satisfaction, and consequently, evolve financial sector clinic. However, satisfied customers do not mean loyal customers. There are citations that even the satisfied customer can find another professional, for various reasons. According to Burke Customer Satisfaction Associates (one of the largest market research companies of the United States), the sole captive client is the one who had exceeded their expectations met and not just
.
is very important to identify the expectations of patients. Our article can help you in practice to do so. We invite you to read below what the researchers Zeithaml, Parasuraman & Berry identified as most relevant factors that affect a person’s expectations.
explicit Promises
Services: patient expectations are directly affected by it discloses about the professionals. Let’s do an example: If a health professional to provide a query in a particular zone, it has to fulfill this promise. The patient does not want to know the conditions that may cause delays. Therefore, suggestion: avoid raising customer expectations and promises always less than you can deliver.
Promises implicit in services: the services provided are intangible (in health, there is no possibility of “pick up” a treatment, as is possible in the case of a mobile phone); therefore, services do customers look for some indication of quality, for example, clinical presentation, elaborate site, team very well trained, standardized stationery and various other factors
.
permanent Reinforcements to the service provided: customer expectations sometimes can be oriented by the expectations of your friends and contacts. So, encourage your client to speak well of your business to
other people.
momentary Reinforcements to services: customer expectations may change according to the circumstances surrounding the need for professional search that. Example: You wait for a dentist for some time whether your need is a prophylaxis, but you wouldn’t expect the same time if you were with
pain.
personal needs: each one has their personal needs and desires, and the health professional has to be aware of this. The humanization in the Office can be a great remedy for a customer to prefer their services and indicate them to your friends. We call this concept of relationship marketing, but this is subject to a different conversation.
previous experience: the basis for a future service certainly will rely on past experiences. Any human being in their right mind would not return to a place that was unpleasant. So, give your magical moments in Office!
/Eber Eliud Feltrim > graduate and post-graduate degree in dentistry (Unesp). MBA in Marketing (FGV and OHIO University). Courses in Washington-DC (USA), San Francisco, CA (USA) and COLOGNE (Germany). Business Marketing Professor for the graduate program in business administration (Centre for Hermes/FGV – MarÃlia Unit). Professor of Marketing for the continuing studies course in operative Dentistry dental Foundation – Ribeirão Preto (USP/FUNORP). Guest Professor to teach classes and/or Marketing courses at USP, UNESP, ITPAC, UNIP, UNINGÃ, UNIMAR, CESMAC, Paula Souza Centre, ANEO and APCD. SIS Group Manager – Marketing Consulting. />
