Monday Morning Meeting: Working on Customer Service – #5 “Yes” is a Powerful Word

Monday Morning Meeting: Working on Customer Service – #5 “Yes” is a Powerful Word

Customer service may not be the first thing you think of when you think about a dental office, but it is an integral part of the office and should be considered an important part of each team member’s job. A dental office’s most important asset is its’ patients and without them, the office would not succeed in business. Practicing good customer service helps to grow the success of the office as happy patients continue to come back and recommend the office to friends and family. Ensuring that each team member is dedicated to quality customer service and providing a positive experience for each patient is one of the most important jobs there is.

There are ten rules to customer service that must be followed. This week we’ll discuss the power of “yes”.

Rule #5: “Yes” is a Powerful Word

People always like doing business with companies that are easy to work with. Nothing is more frustrating than a company that makes things difficult and confusing and those companies often have high customer turnover. Why would anyone want to deal with a company that is unable or unwilling to help their customers out?

To improve customer service, it’s important to appreciate the power of “Yes”.  When a patient has a request then find a way to make it happen. As long as requests are reasonable, telling a patient yes is always better than no or maybe. The instant gratification of having their question or request answered is a great feeling and your patients will remember that you were happy to help. 

Monday Morning Meeting: Working on Customer Service – #4 Make Patients Feel Appreciated and Important

Monday Morning Meeting: Working on Customer Service – #4 Make Patients Feel Appreciated and Important

Customer service may not be the first thing you think of when you think about a dental office, but it is an integral part of the office and should be considered an important part of each team member’s job. A dental office’s most important asset is its’ patients and without them, the office would not succeed in business. Practicing good customer service helps to grow the success of the office as happy patients continue to come back and recommend the office to friends and family. Ensuring that each team member is dedicated to quality customer service and providing a positive experience for each patient is one of the most important jobs there is.

There are ten rules to customer service that must be followed. This week we’ll discuss making patients feel appreciated and important.

Rule #3: Make Patients Feel Appreciated and Important

Nothing will strengthen the emotional bond between a patient and their dental office than by feeling appreciated and important each time they visit. People value sincerity and like to feel like their business is important to each person in the office. They like to know that their dentist and the staff care about their needs and health. The good feelings that you can create by treating the patient as an individual instead of another set of teeth will ensure a lifetime of loyalty.

Strategies to help patients feel appreciated and important vary but the most impactful are those made above and beyond the usual verbal thank you (although that should never be overlooked either!). One office we know handwrites thank you notes to the patients after each visit, even if it’s just for a cleaning. Another dentist we know will call his patients after a procedure to check on them. Can you imagine how impressed you’d be if your doctor took the time to call you to see how you’re doing after a procedure?  These personal touches help make the patient feel important and appreciated, strengthening the loyalty they have to your office.