5 Ways Dentists Excel at Customer Service

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Patient Attraction Episode 355

If you follow me on Facebook, you probably saw me go on a rant about the terrible customer service I got from three telephone system companies. It got me thinking about customer service, and I want to share those thoughts with you today and tomorrow. Stay tuned.

– Colin Receveur here and welcome to the March 7 edition of the Patient Attraction Podcast.

– Last month, I contacted three companies about doing some work for our office phone system.

– These were companies that Facebook friends recommended to me.

– I left messages for two of the companies and never got a call back.

– I talked briefly to someone at the third company, and we agreed on a time to meet.

– Then he no called-no showed.

– All three of these companies deserve to fail.

– That got me thinking and researching customer service.

– I want to give you 5 ways dentists and dental staffs can give excellent customer service.

  1. Be honest.

– This is the most fundamental part of patient retention.

– Tell people what they need and the options for meeting them.

– Be truthful even when it is not in YOUR best interest.

– This also means keeping your promises.

– Don’t say you can or will provide something you know you can’t.

  1. Pay attention.

– Do you listen to patients or just hear them?

– Is that true for your scheduler, your hygienist and your insurance coordinator?

– Just as importantly, are you picking up on what your patients AREN’T saying and reading between the lines?

– Sometimes you have to ask the right questions to get to the answers you need.

  1. Be positive even when the patient isn’t.

– This means being friendly to someone who is belligerent or angry.

– This is where you show your compassionate side to someone who is acting out.

– Reasonable people only act out on their dentist for a few reasons: worry, fear, anxiety, among others.

– Sometimes it has nothing to do with you at all.

– So stay positive.

– Assure the patient you will take care of their issues.

– Let them know that you are on their side and want whatever is upsetting them to be resolved as much as they do.

– After all, you’re in the business of creating smiles, not frowns!

  1. Along those lines, be patient.

– No one wants to feel like they are being rushed out the door.

– Take time to listen to your patients’ concerns, needs and wants.

– You’ll spend a little more time up front, but it may save you a lot of time on the back end.

  1. Finally, go above and beyond.

– THIS is how you create patients who stay, pay, and refer.

– When you do more than is expected, you not only keep your patients, but you create patients who will sing your praises and refer you to their friends and family.

– I’ve told you in previous podcasts how valuable patient retention and referrals are.

– It’s that little extra that makes ordinary extraordinary.

– Today we talked about customer-service dos.

– Come back tomorrow and we’ll look at customer-service don’ts.

– Enjoy the rest of your weekend.

– Until tomorrow, keep moving forward.