Customer Relationship

1. How do we get, keep and grow customer ?

 Get : Do promotions constantly and as often as possible to reach the target
market. It can be done through social media or put up billboards on the streets,
leave brochures with clinical information on it and what kind of services provided
on places that are visited by huge amount of audience such as malls and
supermarkets. The clinic only accepts patients by appointment.
 Keep : Strive to continuously improve customer service performance,
provide the best service so that customer are satisfied. Employees must treat
customers like a King/Queen with polite behavior and always give a smile. Giving
a discount package for 10 times visits for dental conservation treatment by
providing teeth whitening services to patients. Give a discount package for 10
times visits for orthodontic treatment by providing a free rubber braces
replacement service.
 Grow : (In amount)  By providing the best services and customers giving
us a great feedback, automatically these customers will spread the good news
about our clinic services to the surrounding community and it will attract more
new customers. We can attract new customers through social media by involving
influencers to advertise our clinic and we will continue to treat these influencers
the way we treat our other customers. But by agreement (Memorandum of
Understanding), the advertisers must tell the truth about the services and whether
the result is good or not (contract).
(In experience)  If our clinic experiences rapid development, the clinic is more
likely to experience overload. So, what we do is to add more employees and
possibly minimize patient appointments, so for example we initially open 30 slots
for patients and now we will minimize them to 20 slots per day so that the result is
more optimal and reduce the percentage of clinic experiencing chaos.
2. Which relationship have we established ?
We have built several types of relationships with customers. We try to build a positive
relationship by offering smile to our customers, giving positive aura, using positive
language, always try to fulfill their expectation and even beyond, providing them with
special services such as VIP treatment, giving birthday rewards such as gift card,
giving point that can be exchanged for rewards to our membership customer, handling
 and managing negative feedback to improve our company reputation, constantly
contacting customers such as sending newsletter to our customers regarding updates
and offers.
3. How are they integrated with the rest of our business model ?
Make a system that integrates patients' profiles and consultation history using digital
technology, the clinic must be able to maintain patient loyalty and confidence so that
patients still want to undergo the treatment in this clinic, more focused on the target
and customized, after interacting with patient try to always record and view the
patient’s history, provide a box of criticism and suggestion, notify and make
agreements regarding dental control schedules clearly and don’t forget to write it
down so that we can show the evidence if there’s any incident, give promos when
customer’s special day arrives.
4. How costly are they ?
The price will be adjusted to the type of the treatment, type of the materials and how
long the treatment is. It can also set prices by referring to competing companies,
usually using the target costing method. In example, they suppose to give a price of
teeth whitening by 3 million rupiah, then our clinic will provide the same service with
better results and services at a price of 2.5 million rupiah. Payment systems can be via
ATM, mobile banking, credit cards, cash or applications such as OVO and DANA.
But for certain banks (for example BCA) will be given a 10% discount for each
consultation and treatment.