Monday Morning Meeting: Working on Customer Service – #9 Make Their Experience Memorable (In a Good Way!)

Monday Morning Meeting: Working on Customer Service – #9 Make Their Experience Memorable (In a Good Way!)

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 how to make their experience memorable and pleasant.

Rule #9 Make Their Experience Memorable (In a Good Way!)

Most of your patients have been to the dentist more than a few times; they know the drill (no pun intended!). And most of them are not looking forward to their appointment because the experience can be dreadfully boring, time consuming, and scary. While we can’t help you with the scary parts, we can certainly help with the others.

Part of making your patients keep coming back is to make their experience memorable. Do something each visit that keeps your office in the forefront of their mind. Something as small as making sure that everyone in the office remembers the patients’ name and greeting them with it can make a fantastic impression and leave the patient feeling special.

Here are some ideas for how to create a memorable experience for your patients:

1. Minimize wait time. If possible, begin the appointment right when the patient arrives, even if they’re early.
2. Offer the patient headphones and an iPad set up to play whatever type of music they like during their appointment. Make a note of what they choose so you can have that station ready for them during their next appointment.
3. Take 5 minutes to talk to the patient before starting the procedure. Talk about ordinary things like their family or vacations.

Monday Morning Meeting: Working on Customer Service – #8 Get Regular Feedback from Your Patients

Monday Morning Meeting: Working on Customer Service – #8 Get Regular Feedback from Your Patients

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 receiving and implementing feedback from your patients.

Rule #8: Get Regular Feedback from Your Patients

Some patients may refrain from offering criticism or complaints if the issue isn’t a pressing matter or a big issue. But you should always give your patients the opportunity to share even the smallest of grievances with you so that you can continue to improve your customer service.

Encourage and welcome suggestions of how you can improve by asking each patient to complete an experience survey. Survey’s can be completed online (using aps like Tabletquiz on your iPad) or on paper. Ask patients to rank different aspects of your practice and allow them a section to write down any suggestions or comments.

Then take the feedback you’re given and implement it in your practice. Listen carefully to what your patients have to say about your practice and keep an open mind about their opinions. Just because you may not agree with how they feel does not mean the complaint is invalid. Take the opinions or suggestions for improvement and implement them into your practice so that patients can see their comments going into effect. They’ll appreciate that you took the time to consider their opinions and that you’ve made adjustments to accommodate them.

Monday Morning Meeting: Working on Customer Service – #7 Do More Than is Expected

Monday Morning Meeting: Working on Customer Service – #7 Do More Than is Expected

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 going above and beyond for your patients.

Rule #7: Do More Than is Expected

Customer service is all about making and keeping your customer’s happy but just doing what is expected may not set you apart enough. Customers always appreciate companies that take the time to do more than is expected of them. It’s the kind of thing they remember and brag about to their friends and family. Taking a little extra time to do more than is expected can greatly impact your patients and increase their loyalty and referrals.

Doing more than you’re expected to do can be anything from writing a handwritten thank you note to placing a phone call to a patient after a difficult procedure. Some good guidelines to think about are:

What can you do that your patients cannot find elsewhere?

What can you do to follow-up and thank your patients (both current and potential)?

What can you do for your patients that is completely unexpected?

What can you do for your patients that will make their day better?

Monday Morning Meeting: Working on Customer Service – #6 Admit When You’ve Made Mistakes

Monday Morning Meeting: Working on Customer Service – #6 Admit When You’ve Made Mistakes

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 admitting when you’ve made a mistake.

Rule #6: Admit When You’ve Made A Mistake

It can sometimes be difficult to admit when we’ve made a mistake but it’s very important to admit when you’re wrong and to apologize for it. Almost nothing makes a customer happier than to hear an apology when a mistake is made. It’s a quick and easy solution to most issues, especially if the apology is genuine and immediate.

Part of admitting when you’ve made a mistake is acknowledging that there may be issues in the office. While you may think your office is a well oiled machine, patients often see issues as an outside perspective that staff members do not. Allowing your patients the opportunity to complain while you keep an open mind will help solve and prevent issues with future patients.

Complaints that are brought to your attention should be handled quickly and the patient should know what you’ve done to solve the issue. Give the customer a voice to point out issues and value their critiques so that you can continue to grow and improve your customer service. It may not be easy to hear that you’ve done something wrong, and it’s certainly not easy to admit it, but being honest with your patients makes them feel safe and secure in your office.