Dos and don'ts for patient retention: Inspire loyalty with great customer service

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Nobody wants to visit the dentist. You and your team have to always keep that in mind. Anything and everything your practice can do to exceed expectations will keep patients coming back for their hygiene appointments and other dental care.


Put a smile on patients' faces. Treat patients like long-lost friends. Smile and greet them warmly. Ask them how they are doing and what's new in their lives. Make them forget at least momentarily that they're in a dental office. If you and your team can consistently do that, your patients will keep coming back.


Don't assume patients will automatically remain with your practice. Prior to the economic downturn, patients were more likely to stay with the same practice year after year, unless they moved away or died. That once-strong patient-practice connection has now frayed due to changes in consumer spending and increased competition for new patients. Go above and beyond normal customer service and make every appointment count!

Roger P. Levin, DDS, is the founder and CEO of Levin Group, the leading dental practice consulting firm in North America. For the complete list of dates and locations where you can attend his latest seminar, visit

The comments and observations expressed herein do not necessarily reflect the opinions of, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.

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