Dos and don'ts for customer service: Set a sterling first impression for new patients

When new patients arrive to your practice, exceed their expectations with top-notch customer service. It's one of the best ways to "convert" new patients into long-term patients. Make their experience a positively memorable one. I suggest the following ...

Treat patients like VIPs. From the moment new patients step into your office, they observe many details of your practice. Ensure the reception area is clean and includes pertinent and entertaining reading material. Train your staff to make patients feel especially welcome. See your new patients on time -- you wouldn't run late for your favorite celebrity!

Don't believe that outstanding clinical care alone is enough to retain patients. Clinical care, as important as it is, will not impress patients if it's not accompanied by great customer service. What patients remember most is how they were greeted and treated during their time at your practice.