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.