As the owner of a medical equipment rental store, you understand how important it is to serve your customers well to ensure their satisfaction. Knowing that they are not only looking for quality hospital beds but also peace of mind is essential when tackling customer service. Offering excellent customer service can be the difference between your business succeeding or failing, as an unsatisfied customer won’t be returning for another rental, nor will they recommend you further. But how do you provide this level of personalized service?
Understanding what your customers need and delivering it flawlessly isn’t easy; however, with the right knowledge, mindset, and processes, you can create a fantastic experience and exceed expectations at every step. In this post, we’ll delve into all these aspects so that by the end, you’ll have everything needed to start providing top-notch service!
Find out which bed is the best
Research the best products for your customers – consider size, weight capacity, and adjustability; this will allow you to select the right beds for each customer. Additionally, ensure that your selection is up-to-date as medical technology and trends evolve regularly. For example:
Provide relevant information
Make sure that customers get all the necessary information about the bed’s features, capabilities, safety precautions, and other related aspects. If possible, provide detailed demonstrations or tutorials to help customers understand how to use the bed correctly.
Offer personalized advice
Help customers choose the right bed by offering tailored expert advice. Consider lifestyle and individual preferences, medical history, current condition, and more to determine the most suitable beds.
- Make sure they need a full-length bed
- Ask about the required bed frame height
- Do they require side rails?
- How do they want the foot section to be set up?
- Do they need memory foam or a regular mattress?
Guide them in selecting items.
Assist customers with making an informed decision when selecting a bed, considering factors such as lifestyle, medical history, current condition, and more. Provide detailed information about each bed, including features and benefits.
- Manual beds: A manual hospital bed is the most cost-effective option for budget-conscious people who don’t need the bells and whistles.
- Bariatric beds may be more difficult than standard hospital beds.
- Semi-electric hospital beds: A semi-electric bed requires manual head, foot, and height adjustment. However, semi-electric beds offer motorized adjustments for the midsection.
- Full electric beds: For those with greater mobility issues, a full electric hospital bed is the best choice as it enables full-body control with just a button push. Offer discounts/packages.
- Mattresses: People may also need to consider mattresses. Some beds come with memory foam or latex options, while others have standard mattress options.
Provide a flexible rental policy.
Medical equipment typically falls into the long-term rentals category. So, make sure that customers can rent beds for as long as they need, with the option to extend or shorten rental times. Additionally, try to be flexible in payment methods and special offers; this will help you attract more business by making life easier for customers.
Have insurance
Ensure you have the appropriate insurance cover for your medical beds, providing peace of mind to yourself and your customers. This is especially important if any damage occurs during rental periods – having a policy that covers hospital bed rental will help minimize losses.
Deliver on time
Ensure timely delivery of items by closely monitoring orders and responding quickly to customer requests. Your goal should be to ensure the beds arrive on time and in the promised condition.
Deliver for free
Offer free local delivery services, especially for larger orders or special circumstances. This will make life easier for customers and help them to trust your store more. Additionally, you can also provide free pickup services in certain cases.
Be available at all times
A customer service team that is available 24/7 will help ensure customers get timely responses when they need them most. Additionally, having an online chat feature or hotline can also be beneficial in providing quick resolutions to customer queries.
Train your staff
Have a well-trained staff knowledgeable on the different types of beds and accessories available and how to use them. They should also know the policies and procedures for renting out the items and be able to provide personalized customer service.
Give a discount if applicable
Give customers discounts, promotions, or loyalty programs to keep them returning for more.
Offer customers the option of renting multiple items for a discounted rate. Alternatively, create packages that offer additional products, such as pillows, bed linens, etc., at a reduced price. Offering discounts or special offers to loyal customers will help you build a strong relationship with them and increase customer satisfaction.
Do a routine maintenance check
Make sure that beds are regularly inspected and maintained to ensure they are safe for use. This includes checking the motors, mattress, springs, and other bed parts for wear or tear. A regular maintenance routine will help prevent accidents and keep customers safe.
Keep everything clean
Ensure all items are clean and in good condition before being shipped out. Have a policy to ensure that all beds are sanitized and tested before being rented out; this will help ensure customers’ safety.
Be organized
Keep detailed records of each bed you rent, including the customer’s name and contact information. A systematic way of tracking beds will help you keep on top of orders and ensure the customer receives what they need promptly.
Payment options
Be flexible with payment methods, allowing customers to pay via debit/credit card or PayPal. Various payment options ensure customers have a smooth and convenient experience when renting beds from your store.
A rental management software might help
Rentals management software can help you manage your beds, customers, and payments. It can also help streamline the entire process and make keeping on top of everything easier. It also provides additional security by keeping customer information and payment details safe.
Is Medicare available for medical bed rental?
Help them to understand if Medicare funding is available for them. Explain the process of applying for Medicare funding and provide information on any other options they may have available to them.
State-Funded, Non-Medicaid Programs
Often states offer a free health care package aimed toward seniors who are in poor health but are struggling to afford medical care. This program differs in many ways. Check if you can find any programs available in your customer’s state.
Selling your Used Home Hospital Beds
A hospital bed can be purchased at a significant cost. The average cost of hospital beds starts at $300. Although buying used ones on sites such as Craig’s List or eBay is possible, these items typically aren’t provided with any warranties. You can sell your refurbished beds and mattresses and offer a three-month warranty.
Follow up
Establish an after-care service to check on customers after they receive their hospital bed to ensure their satisfaction with the product
Ensure you follow up with customers after delivery, either by phone or email, to check on their satisfaction and address any concerns they may have. This will help you build relationships and gain insight into how you can improve your service in the future.
Build relationships
Maintaining good customer relationships is key to success; thank customers for their business, respond quickly when they have queries or issues, and build a rapport with them. This will help you understand their needs better, build trust, and ultimately make them more likely to rent from your store again.
By taking these steps, you’ll be able to provide a better experience for your customers and maximize the success of your business. Remember, it’s all about understanding their needs, meeting expectations, and delivering top-notch service; by doing this, you’ll be able to serve them better and keep them coming back for more!