Patient Relationship Management (PRM)

Summarizing

Send a consistent message through every customer contact.
Market an experience rather than just a service
Exceed customer expectations
Don't reinvent the wheel, learn from successful competitors
Clean and hygienic setup
Communicate properly
Project credibility
Switch from Transaction Perspective to Customer Loyalty Building Perspective.
Staff - trustworthy, well informed, likeable and good listeners

Because, if you do not look after your customer; someone else will!