Customer Communications

[d...@healinglifenow.com]

Dear All,

I would like to follow-up to evaluate how we have handled customer communications regarding the Healings for Martha, Bill, and Sujata's Parents.  Are we following our operational guidelines? It seems to me, we could do a much better job of staying in touch with the customer. That would encourage the customers continue healing programs when their package ends.  

Please use this list of questions as a check list to evaluate how we have done so far and as a baseline for managing customer communications in the future.  Please do provide suggestions on how to improve this list and the overall process. 

Thanks,

Due 

1) (Internal) Have the healers logged every healing on the calendar? Have the healers submitted scanning reports to HLN at the end of each week? 

2) Before beginning healing, has the healer clearly communicated the schedule for all the sessions to the patient or customer? Has the healer made the customer aware when their healing sessions will be completely used?   

3) For each healing session, has the healer notified the customer when the healing session was done and followed-up to check on how the patient is doing (how do they feel, can they notice any differences or improvement, and to let us know ASAP if there is any deterioration in the patient's condition? (It is important to do this even if there is no response)  

-- Have we properly responded to and adapted protocols based on the response from the customer? 

4) At the  at the end of every week, have we asked the customer for informal feedback and (if applicable) kept them informed of the healing schedule for the coming week? 

5) If the patient or customer is a pranic healer, have we shared the scanning report with them at the end of the healing program (or if ongoing, every 2 weeks)?

6) Every two weeks and near the end of the healing program have we asked for formal feedback through our general survey?   http://www.surveymonkey.com/s/TVFXTV5

(Please note, we still need to write specific surveys for stress/rejuvenation, facelift/body sculpting, etc) 

7) Each time the patient is down to 2 last healing sessions, Have we notified the customer and asked them whether they are interested in continuing the healing renewing?  It would be helpful to advise or suggest a healing frequency to them and how many more sessions they should buy next. 

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