WHAT CLIENTS WANT
WHAT CLIENTS WANT
Our online blogs and posts have focused for years on what our company provides which, I believe, separates us from the herd.?
Over the years we’ve focused all our effort and attention on promoting this difference. We don’t engage in any form of traditional marketing which makes us an outlier in the commercial sense. In fact, we relish the fact we’re different.?Our corporate direction was cast more than thirty years ago and its direction has never wavered. There are consistent themes we’ve revisited time and time again with an emphasis on the following:?
I’ve been asked why is there so much attention on the use of emotive language.?I have always reviewed the outcome data of each patient journey to better understand what we needed to provide to create happier clients whilst making us better clinicians. I was interviewed by a Swiss market research company who had been commissioned to review Global Attitudes Towards Hearing.?As part of their research they also spoke with some of our clients. The 32 page report provided some fascinating insights. The researchers said in all their years, working with a wide diverse range of International businesses and corporations, they had never experienced such a strong positive relationship between end users/consumers/the general public and a specific company. The fact they were referring to our single outlet hearing clinic located in a small provincial town made their comments even more remarkable.?
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And it made me think, in order to better understand our clients mindset we should ask them why they approached us in the first place, what motivated their first contact, what they wanted and crucially, what they expected from us. The answers were enlightening, allowing us to refine our approach over the last fifteen years. Collating everything we realised the common theme which ran through all the responses.
There was a person between the ears crying out not only to hear, but to be heard. If they had previously consulted an audiologist or hearing company, in every case, their voices were lost.?
It is now eight years since we relocated to our current premises which are the physical embodiment of everything we have striven to build. We recently sat down with our team during a photographic session and asked them, “What five words would you use to describe Audiology? Their answers were as enlightening as our clients:
Immense, Emotional, Exciting, Humbling, Life-Enriching, Innovation,?People-centred, Ever-changing, Compassion-driven, Rewarding, Patience, Care,?Persistence, Empathy, Guidance, Interesting, Remarkable, Rewarding
As we enter the penultimate month of 2021, it will be great to see the back of the last two years and finally the health crises the world has faced since the start of the decade recede. We are thankful to all our clients and various stakeholders who applaud our approach and are empowered by our corporate culture.?