Are you being too “jargon-y” when talking to customers, or explaining things in ways they don’t understand?
Your audiologists and other staff members should have strong communication skills and the ability to make customers feel informed, comfortable, and relaxed. And, once you establish a diagnosis, you must explain it to the customer in easy-to-understand terms – not in complex industry jargon.
Coming to a hearing clinic can be frightening and overwhelming for many people, particularly if they receive a diagnosis of hearing loss or other problems. Always be personable, friendly, and reassuring.
Explain what you’re doing throughout the examination, what your findings reveal, and what the diagnosis means. Clearly discuss the options, such as the hearing aid choices to help with hearing loss. And offer choices at a variety of price points – don’t make assumptions about what your customer can (or can’t) afford.
Tell each customer which hearing aid options would be the best – and why you’re recommending them – in a way they can clearly understand.
Once they select a hearing aid, discuss the care and maintenance, including cleaning and storing the device, taking care not to overwhelm them with instructions.
Build positive relationships with each customer where they can understand and trust you. And keep the lines of communication open by providing your contact details and sending invitations for follow-up meetings.