It all comes down to this:
Service is defined as the ability to put the wants and needs of others ahead of those of ourselves.
Whenever our clients, patients and customers feel that they are an inconvenience, then we have lost it.
The reason our customers and patients leave our dental office and go elsewhere for their treatment is because of apathy and perceived apathy that they feel when they are at our dental offices.
How is it at your dental office?
When your valued patients call your dental practice do they get the feeling that your team have been waiting there in anticipation of their call?
Or is it purveyed or implied to the caller that there are several other things going on at the office at that very moment that are probably more important than this incoming call?
When your valued patients are brought out to the front after treatment are they greeted and welcomed there as if they were a long-lost friend, or are they made to wait in line until all of their information has been gathered or presented or has arrived electronically at the front office?
Are your valued clients made to wait in line when it’s time for them to give you money?
Are your valued clients asked to wait their turn before they are allowed to meet with the scheduling co-ordinator?
Are your valued clients asked to sit quietly and wait until a treatment room is set up for them because your office does not have enough treatment rooms and staff for them to be seated inside in an operatory?
Are your arriving patients greeted warmly by name at the front office before they even have the opportunity to identify themselves?
A good friend of mine said that small children spell “LOVE” this way:
And our patients spell service exactly the same way.
Have you analysed every single little process in your business to see whether it can be improved upon from the patients’ points of view?
Because you need to.
I see so many dental offices where patients sit unattended and alone in treatment rooms.
I see dental offices where patients arriving are greeted with blank faces and stares as if to say “Who are you?”
I see dental practices where patients being brought back to the front after treatment are greeted by an office manager multitasking on the phone and organising paperwork, when they really should be attending to that live person about to pay them money and schedule some more treatment.
Looking after the needs of live patients should be the #1 priority.
Nobody likes to be ignored.
Being made to feel invisible is one of the rudest actions.
Welcome all your patients with a warm smile and a “Hello.”
Treat others as you would want to be treated.
Leave apathy well behind you.
My next public speaking presentation showing Dentists how to grow their Dental practices will be in Dallas Texas on Friday November 3 2017 with Jayne Bandy.
I will also be presenting at a Symposium on growing your Dental Practice in 2018 in Sydney Australia on Saturday December 2 2017 with leading experts Kinnar Shah, Angus Pryor, Jayne Bandy and Toni Surace .
You can order your copy here: Click Link To Order
The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.
Email me at [email protected]
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