Do's and don'ts for customer service

2016 11 18 14 42 01 206 Practice Success2 400

Like most other small businesses, dental practices are searching for ways to differentiate themselves from the competition. Clinical differentiators are rare (and difficult for patients to genuinely appreciate), so one of the most effective ways to set your practice apart from others centers on customer service. One proven technique is a post-treatment follow-up call. It makes a strong impression yet requires little time or effort.


Call the evening after you've provided treatment. When patients have undergone major treatment -- and even minor treatment, if you can spare the time -- call them to see how they're doing. Listen attentively, respond sympathetically to what they say, and, if appropriate, give professional advice. Most important, end the call by urging them to contact the practice if they have questions or concerns. They will be pleasantly surprised that you called and ready to tell others (potential new patients) how thoughtful and caring you are.


Don't hesitate to leave a voicemail. Be prepared to leave a pleasant voicemail if patients don't answer the phone. You'll still impress them with your level of customer service and generate excellent word-of-mouth advertising for your practice.

Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit or email [email protected].

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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