Do's and don'ts for customer service: Make patients feel welcome

2016 11 18 14 42 01 206 Practice Success2 400

Excellent customer service is the single most important element to turn prospective patients into actual patients. Practices are wise to do as much as possible to ensure that visitors have positive feelings about the office. If people don't feel welcome, they won't join the practice.


Treat patients the way you want to be treated. Always put yourself in the shoes of patients. Welcome and greet them by name when they enter the practice. Make the patient experience as pleasant as you can. Remember, going to the dentist isn't anyone's favorite activity. Anything you can do to make patients' visits a little more enjoyable will be appreciated.


Don't take current patients for granted. The focus on attracting new patients can sometimes cause practices to underappreciate existing patients. Always go out of your way to value the patients who have been with the office for years. Continue giving them multiple reasons to stay with the practice.

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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