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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.
- 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.
- 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.
- 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!
- 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.
- 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.