Monday Morning Meeting: Working on Customer Service – #10 Expand Your Ideas of Who is a Patient

Monday Morning Meeting: Working on Customer Service – #10 Expand Your Ideas of Who is a Patient

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 who is a patient and how customer service goes beyond just work.

Rule #10: Expand Your Ideas of Who is a Patient

For many offices, patients are only the people who walk in the door and have appointments with the doctor. But patients could actually be anyone and how you treat these people can reflect badly or well on your practice.

Everyone you encounter is a potential patient – your neighbors, in-laws, UPS man, and bank teller. Treating everyone as you would a patient helps to boost the reputation of your practice. This is especially true if you are in uniform, are wearing the logo/name of your practice, or if you’re talking about work. You might be surprised who knows you and where you work; it’s important to always present a positive, kind attitude towards all current or potential patients because your demeanor reflects back on your office.

Did you have a bad day? We all do from time to time but keep quiet about it in public places like on a train or in a restaurant. Venting about your frustrating day is healthy but if you’re doing so where potential patients can hear you, then you might be doing yourself and your office a disservice. Save your frustrations for a phone call at home.