Great customer service is not simply “part of a practice culture,” and it will not be achieved only by asking the team to be nice to patients. It goes far beyond that. It is a business system that must be carried out religiously to be fully implemented.
Give an enthusiastic greeting. When a patient comes in the office, don’t just say “hello.” Stand up, shake their hand, offer a smile, and welcome them with enthusiasm.
Don’t forget to make “The Golden 10” part of your customer service system. “The Golden 10” is how doctors develop a powerful relationship with new patients. This tenet means that you learn 10 personal things about every new patient so that you move from a strictly professional relationship to a more personal relationship where people like you and trust you more.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].
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