Research shows that that only one-third of people with hearing loss wears hearing aids, yet 83% of hearing aid wearers report high satisfaction with their devices. That means if you can convince your customers to buy and wear their hearing aids, they’re likely to have a great experience with them. So, how do you help them overcome objections and wear the recommended devices?
There’s a stigma around hearing aids, as people perhaps fear that wearing them makes them seem old, sick, or weak. Others may avoid getting hearing devices because of the cost. (But even in countries where hearing aids are free, only 50% of people with hearing loss have them). Or they may think hearing aids will be very noticeable in their ears. They might worry that it will be a hassle to wear and use them or that it’s just “one more thing” to think about each day. Some people may go buy the hearing aids they need, but then throw them in a drawer, unused, because they were not onboarded correctly on how to use them.
Moreover, up to 50% of clients return their hearing aids after trial, which is a waste of your staff's time and effort. To maximize sales and usage – and minimize returns – be proactive with your communication efforts during the hearing aid trial period to onboard new users and ensure that your customers remain informed, comfortable, and happy.
What you can do
The good news is that there is a lot you can do to persuade customers to buy and use a hearing aid, make the journey easier for them, and resolve their biggest worries. These efforts – via a sound communications strategy – will help your customers become happy hearing aid users.
You can help diminish the perceived stigma around hearing aids by showing customers how beneficial the devices can be and demonstrating how technologies have improved over the past few years. Emphasize that the new hearing aid models are sleek, comfortable, and barely noticeable, and there are great solutions at a variety of price points.
During the hearing aid trial, your clients are experiencing something completely new and foreign to them and will need your guidance and support. Explain that you will be communicating with them over the coming weeks, providing information and advising to help them on their journey. Tell them you will be reaching them through phone calls and sending messages with different content support links. Ask them which communication channel they prefer. Some customers will be happy with email, while others might prefer texts, Whatsapp messages, or Facebook messenger.
At the end of the fitting, discuss the adjustment period with the client, detailing what will happen in the upcoming weeks. Set future appointments and book them into your scheduling system. Set a reminder to check in with each new user on day three and set their next appointment in 8-14 days. Our Practice Management Software lets you easily and efficiently schedule all necessary appointments, then provides automatic reminders for both you and your customer.
Getting familiar with the hearing aids
At the end of the first fitting, send the customer home with a document outlining relevant information about their hearing aids. The document should not be exhaustive but cover the necessary details, such as changing batteries, cleaning and caring for the aids, and changing wax guards. These documents should also cover putting the hearing aids in and any wear strategy you have set, such as increasing wear hours over time. This content should also be available on your website, if mails are preferred, send the customer communications with links to it.