In the current climate in which occupational health clinics provide service, time is always at a premium. Yet, ample communication with the customer is essential to maintain customer satisfaction. Face to face communication is the most effective, but also the most expensive to deliver. Other factors that can influence customer satisfaction include understanding their treatment decisions, feeling like a partner in their treatment, and the satisfaction of the clinic employees. Education, through breakfast meetings, targets all elements of a successful customer satisfaction strategy.

In order to embark on a project such as this, form a task force to determine the size and scope of the breakfast meetings. This group should consist of representatives from providers – physicians, nurses and therapists – as well as representatives from marketing, sales, and administration. The size of this group will depend on the size of the program and the number of clinics involved. Initially this group can discuss the needs of the customer as perceived by each of the representatives. The discussion should also include what the members want the customer to know about the services provided. It is recommended that the plan initially include a limited number of meetings with content believed to be helpful to the customer. Consider a meeting later in the schedule whose topic will be determined based on customer feedback. Presenting a one-year schedule demonstrates the clinic’s commitment to the customer.

The planning group should consider other meetings happening in the community (Chamber of Commerce, service organizations, etc.) when choosing a day of the week to offer this service. Review the marketing budget to determine the fiscal resources available for this program. Costs include printing or copying handouts, food, and postage. Typically the customer is not charged to attend these breakfasts.

As the day approaches for the first event there will be some apprehension among the staff. Rely on the advanced planning with assignments and time lines. If followed, all will be in place. The staff should be at the location well before the event start time to check on the setup. Have a sign-in sheet, nametags, handouts, and AV aids prepared in advance. Assign several people to greet customers.

Time management is essential to a successful program. The breakfast period is a time for eating and socializing among attendees. Promptly at the start time, someone from marketing welcomes the group and introduces all staff in attendance and the speaker. The main topic should be completed within 40 minutes into the meeting, allowing time for questions. Most people are eager to leave after an hour. Include an evaluation in the handout with a question on future topics. On the same evaluation you can ask the attendees if they would like a telephone call to discuss a site visit from the occupational health staff.

During the question and answer period the attendees have an opportunity to share issues of concern. Often other employers will offer solutions that have been successful in their place of business, or customers will be comforted to know they are not alone in dealing with some issues.

The staff enjoys being introduced to customers they often speak to on the phone. They too have an opportunity to learn from the presentation. Some staff, such as managers and providers, should attend all breakfasts, while others should rotate through.

It is important to review and report the attendee feedback to the speaker and staff. It is also important to schedule any follow-up phone calls or on-site visits within one week of the event. Critique the event with the planning group to consider possible improvements. Subsequent events require less time to prepare.