Do's and don'ts for excellent customer service

2016 11 18 14 42 01 206 Practice Success2 400

Patients place premium value on the relationships that they have with their doctor and the dental team. And if you place premium value on keeping those relationships with strong with customer service -- the kind that will knock their socks off -- your practice will be successful.


Give every patient a powerful greeting. If you're looking to WOW your patients, the standard "How are you?" just won't cut it. For a warm and sincere greeting that makes a powerful impression, scripting could be as simple as "Mrs. Jones, it's wonderful to see you today. Tell me something new about yourself." Patients should not only hear this greeting from front desk staff but also from assistants, hygienists, and doctors. Greeting patients using a modification of this simple script will create a much warmer and energized environment.


Don't forget to check in with patients during their appointment. Every five minutes or so the assistant or hygienist should ask the patient how they're doing while they are waiting. It is done with feeling and should create the impression that you really want the patient to have a great experience. Asking questions, such as "Is there anything else I can do to make you comfortable?" or "Is there anything we can do to make your experience more pleasant today?" goes a long way toward creating an extremely positive customer service-based visit.

Roger P. Levin, DDS, is the CEO of Levin Group, a leading dental management consulting firm, and one of the most sought-after speakers in dentistry. Dr. Levin has authored 65 books and more than 4,000 articles on dental practice management and marketing. You can sign up for the Levin Group Tip of the Day.

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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