Do's and don'ts for customer service: Good isn't good enough

2016 11 18 14 42 01 206 Practice Success2 400

Most practices provide good customer service, but that's no longer good enough. To stand out in a crowded field, you have to deliver great customer service. Every interaction must be viewed as an opportunity to WOW patients.


Train your team to go the extra mile. You want to create an amazing experience for patients during every visit. Give your team the tools and techniques, including scripting, that enables them to consistently impress patients.


Don't overlook the practice's décor. Is your office's appearance saying the right things about your practice? Pretend you're a patient vising the practice for the first time. Look at everything -- the parking lot, signage, the facility's exterior, carpeting, lighting, walls, bathrooms, etc. Make a list of everything you see that needs to be replaced, repainted, or upgraded. Then put in an improvement plan to get everything done in the next three months.

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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