Follow ups
Our practice takes great pride in its ability to build a lifelong relationship with our clients. Our motivation for this comes from both our organizational values, which encourage us to aim at winning the client’s mind share rather than the market share, and our strong sense of professionalism, which requires us to view a client as ‘a person in need’ of our professional assistance. For this reason, we do not leave a patient alone even after his hair transplant procedure is successfully accomplished and he walks away home.
Although we invariably provide our patients with a detailed list of post-operative instructions which we also make sure that he understands as well, our follow-up coordinator will check if he is actually following these instructions. Following our step by step procedure, she also makes sure that any side effects (usual or rare) are actually subsiding as expected and whether the patient is feeling comfortable. If something unusual is noticed, it is brought to the attention of the surgeon who performed the operation and on his advice a corrective action is taken. Moreover, each and every follow-up contact is documented as well.
Our follow-up system continues to extend help and support until after one year the patient’s expectations are finally realized. Following this, it is the patient who now wishes and loves to keep in touch. It is not uncommon to see an old customer of ours coming to our office or calling us just to say ‘Hello!’ And we love it too and feel proud as well.
Our formal follow-up procedure and documentation of observations made also help us build our own records for future reference as well as research purposes. And even though we may be said to do this exercise as an organizational requirement and as our professional obligation, the way we do it generates our customer loyalty as an invaluable by-product.
