6 Ways Dentists Can Meet Patients’ Customer Service Expectations

Patient Attraction Episode 229

Hello everyone, Colin here on Monday, October 6, and welcome to the Patient Attraction Podcast. Even though my job is to help you attract more and better patients, your ultimate goal is to attract patients that will stay, pay and refer. That leaves quite a gap once you get them in the door. We’ll talk more about that when we return.

– So let’s say you hire us at SmartBox or you are excellent at implementing the tips I give you here on the Patient Attraction Podcast.

– So you have 100 new people per month wanting appointments.

– What then?

– My side of the job is done.

– I put the patients in your chair.

– From there, it is up to you.

– A big part of getting those people from one-time patients to regular patients who stay, pay and refer is customer service.

– With fear of stepping on the toes of my friends at Summit Practice Solutions, who are really excellent at helping practices develop this side of the house, I want to share some customer service information with you.

– Forrester Research came out with some interesting data not long ago about what customers expect from businesses.

– I’m going to give you the six customer expectations and how you can meet them.

– 1. Treat me as an individual.

– This means know my name, my situation and my concerns, wants, etc.

– If you look at Mary Smith as only your 2 p.m. appointment, and your receptionist treats her only as the 2 p.m. appointment, and the hygienist regards her only as the 2 p.m. appointment, chances are Mary Smith will not make many more 2 p.m. appointments!

– 2. Make it fun.

– Wow, this is a doozy.

– Given that most people have at least some fear of the dentist, this is a challenge.

– But you can have a fun environment.

– Make sure you and your staff are upbeat and positive.

– Your practice should be bright and cheerful.

– While a PROCEDURE may not be fun, coming to see you can be.

3. Make it easy to do what I need to do.

– The most obvious answer here is to allow patients to research information on your website about THEIR dental problems and allow them to set up an appointment from your website.

– This also plays into the next two customer service expectations.

– 4 and 5 are “let me help myself” and “be open 24/7,” respectively.

– So if patients can schedule an appointment from your website, you are doing both.

– If patients can research Invisalign, sedation dentistry or porcelain veneers on your website, you are doing both.

– Finally, number 6 is be consistent across channels.

– That means they want to be able to call with a problem one day and email about it a week later and not have to explain the situation all over again.

– They want to ask a question on the website and get a text message rely if that is what they ask for.

– Is this a lot to ask of you?

– Sure it is.

– But unless you want to continually churn through patients and have to keep pouring in money to attract new ones, you need to do what you can to retain your existing patients.

– Come back tomorrow and I’ll give you a short formula for getting more people to watch your videos.

– Until then, keep moving forward.


If you’re ready to begin getting the only result that matters from your marketing-more and better patients in your chairs - get started today and schedule your Practice Discovery Session™. They’re free to serious dentists who want to see a Patient Attraction System™ that can double or even triple their practice.