The big winners in the NDIS roll-out have been the clients, giving them the power to control how, when and with whom their NDIA funding is spent. Clients now have the power to choose multiple providers to deliver their services, at a time and in a way that suits them. No longer are they bound by DSP’s operating systems – clients are creating the demand, and DSP’s are being forced to adapt, and adapt quickly. If they don’t – they run the risk of losing their current clients to competitors, and never getting them back.
What does being client-centric mean for your DSP?
For many established DSP’s who have been operating in this environment for years, it can be difficult to take a step back and view your business from a client’s perspective. However, this is essential in order for you to deliver services that your clients want, in the way they want them.
Being bogged down in ‘status quo’ of ‘this is how we’ve always done it’, is a dangerous mindset in the current NDIA landscape, and one that risks you losing clients to your more nimble and flexible competitors. And as all business owners know, once they’re gone, it’s extremely difficult to get them back.
Being client-centric, means putting the client at the centre of everything your business says and does. The low barriers to entry, and subsequent rise of competitors in the DSP space, make it critical to deliver an enjoyable experience for your existing and new clients. Take a step back and look at your business with objective, fresh eyes. Imagine you are a client, looking for a service provider. Is your organisation easy to find? Does it offer flexible times and locations for the services they need? Is the information easy to find, and is your website easy to read? Are your staff pleasant and helpful on the phone? Considering your client’s overall experience with every touchpoint of your DSP is critical in delivering an enjoyable experience, which in turn will build loyalty, and reduce the risk of losing your clients to your competitors.
If you’d like more information on how CARETAG can help your business be more client-centric, click here.