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.