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.