Three Secrets For Great Customer Service – Three Things You Can Implement Today in your Dental Office With Immediate Impact!

I’m often asked what are some simple things that a Dentist or Dental Office can do immediately that will have an immediate impact on the experience that your valued patients and customers will have when they visit your Dental Office?

Well, here are three simple to implement ideas that will have your clients, customers and patients raving about you.

Make contact with your customers.

One of the best ways to differentiate yourself and your dental office as being different to every other dentist in your suburb, or even in your City, is for the Dentist to make verbal contact with the new patients prior to their first visit.

Yes, that’s right. Phone them. Doctors should phone the new patient within twenty-four hours of the patient making a new patient appointment.

It’s so easy to do! And so powerful!

And that’s because, no other dentist around is doing this!

So, here’s how you do it:

Doctors, make this one just a quick courtesy call.

“Hi Mrs. Smith. It’s Dr David Moffet here from Active Dental. I see you’ve made an appointment to see me next week? Well, I just thought I’d give you a quick call and introduce myself to you on the phone, so that we kind of ‘know each other’ then prior to your appointment.  So I’m ringing to say ‘Hello’ now to you, and say, I’m looking forward to meeting you in person on Friday at 200pm.

Mrs. Smith, is there something in particular that you’d like me to look at on Friday?”

Stay in touch following the dental appointment.

One of the most pleasant things I find in life is being asked:

“How was your experience?”

But being asked *after* the event.

Being called by the restaurant the following day is far more powerful and impressive than being asked how your meal was by the server clearing your plates away.

“How was your meal with us last night?”

“How was your stay with us?”

“How is your car performing after its service?”

“How does your garden look after our landscaping team tidied your back yard?”

Imagine your patients’ delight when they receive a call from your office, the lady who assisted the doctor during your procedure, or even, from the Doctor himself, just checking that they are feeling OK after their procedure and to ask them if they have any questions at all? And to let them know how much we are looking forward to seeing them at their next visit?

Imagine also how well that call will be received during work the next day? Your valued patient will take the call with absolute amazement, and then tell co-workers:

“You’ll never guess who that was!”

“You won’t believe it! That was my *dentist* calling me personally to see that I was OK after yesterday’s procedure!!”

Say thank you for small mercies…personally.

Some of your patients will go out of their way to “connect” with you as a person.

In a thankless environment, and let’s face it, Dentistry really is the Ultimate *Grudge-Buy* these days, [even more than buying tyres!], in that very thankless environment we need to give praise and thanks openly to those patients and clients who reach out to us on a personal level.

Thank them. Yes, go out of your way to thank them.

There’ll be those who send and bring gifts. Things they’ve made.

Paintings. Drawings. Cakes they’ve baked.

There’ll be those that send things. Press clippings. Magazines. Things that are topics of interest to you.

Nothing will warm the hearts of those patients more than receiving thanks and heartfelt thanks personally, from you, as praise for an unexpected, thoughtful kind gesture.

So when you receive the attention, pick up the phone. Offer your personal thanks.

Or send a hand written thank you card. Straight away. Pop in a scratch lottery ticket. Write on the card:

“We’re lucky to have great patients like you”

“It’s surprise gestures from wonderful patients and clients as thoughtful as you that brighten up my day”

“Your kind gift has brought a ray of sunshine into my office and a big smile to my face. Thank you for being such a wonderful patient!”

It really is easy to be a different dentist. Giving thanks, openly, goes a long way towards showing that difference. Because no other dental office out there is doing the little things.

And it’s the little things that make all the difference…


Keeping in touch is just one of the  many straight forward and easy to implement  modules  that make up The Ultimate Patient Experience, a simple to build 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

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!