Great customer service is not simply “part of a practice culture,” and it will not be achieved only by asking the team to be nice to patients. It goes far beyond that. It is a business system that must be carried out religiously to be fully implemented.
Give an enthusiastic greeting. When a patient comes in the office, don’t just say “hello.” Stand up, shake their hand, offer a smile, and welcome them with enthusiasm.
Don’t forget to make “The Golden 10” part of your customer service system. “The Golden 10” is how doctors develop a powerful relationship with new patients. This tenet means that you learn 10 personal things about every new patient so that you move from a strictly professional relationship to a more personal relationship where people like you and trust you more.
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 firstname.lastname@example.org.
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