What Is The Point Of “Customer Service”?

I often am asked about THE POINT of Customer Service in a dental practice.

When I tell people that’s what I do, in that I teach dentists how to improve their customer service delivery systems, I often receive really strange looks.

Looks of confusion.

Looks that say to me:



“What’s the point?”

It’s as if these people believe that dental practices DO NOT need to provide Customer Service to their patients.

These looks imply that employees at dental practices DO NOT need to provide Customer Service to their patients in a similar way that employees at Land Tax Offices tend to go out of their way sometimes NOT TO BE helpful and friendly towards their customers.

Is the response of these people simply because these people believe that a visit to the dentist is such a negative experience that no amount of customer service could ever be sufficient to make it a pleasurable and memorable experience?

Well I’m here to tell you….

In the Movie “FIELD OF DREAMS” the key line is:

“If you build it, he will come”.

And in your dental practice, you have the opportunity of building the dental practice that you want, and attracting the type of patient that you want, simply by making choices.

When Matthew McConaughey accepted his Oscar for his role in “DALLAS BUYERS CLUB” he said:

“Gratitude reciprocates”.

Providing service to someone is simply the act of helping them move away from what they do not want and towards what they do want.

Sometimes the person receiving this service is unaware that the place they are being moved to is a better place than where they are.

And in so creating these moments of improvement for the people we deal with, the people we love, and the people we serve, we are able to create a “state” of improvement, a perception of something better, that has actually been instigated by our action.

What act of kindness, of service, are you willing to instigate today to improve somebody’s state of mind?

And better still, what sequence of actions, what series of processes can you implement in your business on a permanent basis that will have your customers, clients, and patients saying:

“WOW! These guys really do get it.”


Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.


Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

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 david@theupe.com