Dentistry is a service-based business, so customer service is always an important part of providing care. Even in a crisis, customer service should be a priority. In fact, it may be more important than ever before as people are dealing with many anxieties and concerns. Always keep in mind that people gravitate to places where they feel good, appreciated, and important.
Make patients your friends. In many seminars, I've made the point that one of the most important aspects of five-star customer service is making your patients your friends. Why? Because people like, trust, and support their friends.
Don't forget to treat customer service like another system in the practice. Once you establish what will be done, it must always be done for every patient. Greeting patients as they enter the office, letting them know how much you appreciate them, and calling them at night to see how they're doing should all be part of a step-by-step system of five-star customer service.
Dr. Roger P. Levin is the CEO of Levin Group, a leading dental management consulting firm, and one of the most sought-after speakers in dentistry. Levin has authored 65 books and more than 4,000 articles on dental practice management and marketing. You can sign up for the Levin Group Tip of the Day.
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