Do's and dont's for customer service: 'Wow' your patients

2016 11 18 14 42 01 206 Practice Success2 400

Patients will recommend your practice only when you provide them a great experience. If the customer service is mediocre at best, patients won't have anything good to say about your practice to others. By exceeding expectations during patient interactions, you put your practice in the best position to generate word-of-mouth referrals.


Welcome everyone to your office warmly. Your patients will appreciate it when your front desk team and other staff members greet them as if they were friends or family rather than merely customers to be served. A welcoming atmosphere at your office will encourage patients to praise your practice and refer others as new patients.


Don't forget the little things. Whether it's minimizing waiting time, offering bottled water, or providing Wi-Fi, go out of your way to make patients feel welcome and comfortable at your office. One way to set you and your practice apart is with those small, personal touches that people understand and appreciate. This type of customer service leads to more word-of-mouth referrals.

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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