What does good customer service look like?

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Blog written by Herts & Essex Fertility Centre

At Herts & Essex Fertility Centre, we strive to do what is best for our patients.

We treat every patient who walks through our door as an individual and look at their particular circumstances whilst considering all possibilities in order to ensure a successful outcome. Professionalism, empathy and a customer-first attitude is central to our ethos and culture at Herts & Essex Fertility Centre.

We believe that customer service starts with our brilliant staff. As Debbie Evans – our Director of Nursing and Clinical Services often says: “look after your staff and see how well they look after your patients”. Thanks to Debbie’s insightful outlook, our company motto is ‘happy staff equals happy patients’. We believe that happy, fulfilled staff will create the best environment for all of our patients. For this reason, we are always aiming to improve our customer services. We are committed to listening to patient needs and offering a personalised approach where possible. Most of our patients have been referred to us via word of mouth which means that our reputation for good customer service and happy staff is filtering through from patients who have tried and tested our services

Our CEO and Founder of Herts & Essex Fertility Centre, Michael Ah-Moye, serves as the best example of excellent patient care. Michael sets the precedent for quality care whilst ensuring he always maintains his empathetic and kind demeanour. Behind the awe-inspiring career as a fertility specialist, creating families for so many people who struggled to conceive naturally, there is a gentle soul behind the scrubs. A man who is committed to upholding the ethos at the heart of our Centre and leading by example.

One of his most endearing qualities is his patient care and the pride he takes in giving the best possible treatment for every patient, according to their individual needs. He goes above and beyond to find a solution to each unique problem even after more than seventy years of service , which is exemplary of his excellence and commitment to helping parents fulfil their dreams of starting a family.

To help us continue on this path of excellence, we conduct regular surveys in order to gather feedback from our patients after their treatment is completed. We continuously strive towards better customer service and care with finer treatment plans all with a view to create improved outcomes.

Ensuring staff have an excellent all-round knowledge of every product and service on offer is key to offering customers what will suit them with confidence. A deep understanding allows for scenarios which can be used in an insightful way in order to help the customer see the end goal

of their treatment journey. Troubleshooting unexpected issues builds trust, respect and value too.

Building a strong rapport with our customers allows us to recommend new features and services as and when they become available. Getting to know our patients is important when offering them a tailored service at every step of the way. We aim to manage expectations and look for productive solutions, whilst maintaining transparency at all stages.

Good customer service is at the heart of everything we believe in at Herts & Essex Fertility Centre. We welcome patients from any background or experiences and hope to foster an environment that makes everyone feel included, supported and nurtured during their treatment journey.