Customer service is a system and must be implemented and applied to each patient appointment every day. If you want to quickly create a customer service system, implement these strategies and build from there. Over time, you will have a more positive culture, a happier team and patients, and a continual improvement mentality for the entire practice.
Learn one thing about every patient every visit. People love it when you take an interest in them. Make it a priority to learn one new personal thing about every patient every visit, which will deepen your relationships with patients, increase satisfaction and patient longevity, and indirectly lead to increased case acceptance and referrals.
Don’t forget to call patients at night. Making quick check-in calls to patients (50% of which will go to voicemail) is a very powerful way to show patients that you care. It is so rare that anyone follows up to see how patients are doing in the dental and medical world that your practice will stand out. People will actually tell other people that you called them because they will be so pleased and impressed.
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 LevinGroup.com or email [email protected].
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