How to Lose a Customer: 4 Tips from Adobe

I’ve been using Photoshop elements on my iMac on the Windows side for several years. I think the first version I purchased was Elements 6 and I now have 9.   The other day the editor stopped opening files.   After my experience with Adobe’s customer support, I’ll probably be changing my photo editing software to Corel.  Why is that?

First, it was tough to get any answers from their website.   As acupuncturists, you don’t need to have pages of frequently asked questions and troubleshooting tips like Adobe should have, but did not.  However, you should have a phone number that’s easy to find. If you like emails, then make sure you have a contact form or an easy to find email form for patients as well.    You should also have invites for your patients and potential patients to contact you with any questions no matter how small.

Second, make sure that the contact information doesn’t work correctly.  Adobe’s support line is supposed to call you back when a technician is ready.  I was hung up on twice.  Chances are a small acupuncture office doesn’t have that sort of automatic response.  However, make sure your receptionists know how to use the phone system and get numbers to minimize problems with dropped calls.  Not everyone will call back.  Keep potential patients (and current patients) phone wait times to a minimum.  If you know it’s going to be awhile, ask for a number to call back.

Third, make sure your office staff is knowledgeable about what you do.  Adobe had a big fail on this for several reasons.  They didn’t ask me  to perform obvious problem solving tips (that when I realized I hadn’t done then did indeed solve the problem.  This could also have been on their website) and later on their technician wasn’t familiar with something and gave me patently wrong information about my system.

Office staff in an acupuncturist’s office should always know what acupuncture can treat and understand the specialties of the practitioners.  If they aren’t comfortable explaining something, then having the practitioner call someone back is important.  Anyone answering the phone should be confident that sometimes uncomfortable things happen with acupuncture (a flare up of new symptoms for instance) and should be able to immediately reassure the patient that their process is normal.  They can then be referred to the practitioner for a call back if the patient needs more. Sometimes someone just wants to know if it’s normal and they aren’t worried.   Good front office people can assess that.  However, it is always better to have a call back when none is needed than not have one.

Front office people should never ever give out information that might be incorrect.  People are talking about their health. As a healthcare provider, they need to trust that your information is accurate.  Make sure you staff appreciates that.

Finally, make sure that all office staff are on the same page.   Adobe’s technical support told me Adobe didn’t support Elements on Bootcamp on a Mac.  Adobe Sales insists they do and had never heard such a thing. Why would I trust Adobe sales if they assure me that it runs but Technical support won’t assist me when it stops?  If one person in the office says something, make sure that they understand that it was a mistake.  If a patient is told the wrong thing, making sure they get the correct information and understand the steps taken to avoid the miscommunication again can go a long way toward fostering trust.

I may be a small user of Adobe now, but I was considering upgrading to Lightshop as well and perhaps at some point even Creative Suite.  I doubt that will be happening at this point in time.  I’ll be using the free software by Gimp that does much the same.  To open RAW files, I’ll use other free ware and Corel Paintshop, which has come a long way and uses a better organizer for an interface.   Yes, it’s more work but it does what I want.  I like the organization techniques better and I don’t have to deal with a company that doesn’t care about their customers.

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Bonnie

Bonnie Koenig has been a licensed acupuncturist since 1999. She is passionate about helping people find real healing and real health. In the process she keeps asking about our attitudes towards sickness and health. Only by being clear on what sickness is, can we ever find health.

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