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?