Practices that deliver exceptional customer service have a tremendous competitive advantage. Their patients enjoy coming in, enthusiastically refer friends and family, and leave glowing reviews. These practices aren’t luckier or naturally better at customer service, they simply have better customer service systems.
Your customer service needs to be outrageous. Most practices have good customer service, which is nice, but it’s not enough. If you want the real benefits of strong customer service, you must go above and beyond. This means that you must have a customer service system that is followed by everyone in the practice every day.
Don’t forget to look for moments of magic. A moment of magic is when you find a way to do one extra thing for a patient during their visit. It could be offering them an umbrella out to the car if it’s raining, providing pillows and refreshments, or checking in on them as they wait to be seen. Doing little extra things goes a long way in creating a “wow” level of the patient experience.
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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