Customer Service Ideas to Keep Your Patients Satisfied and Loyal to Your Dental Practice

Patients are the lifeblood of any practice. Without them, the practice does not exist. Promotions and big advertising budgets can drive large numbers of new patients to the practice, but the key to success is retaining those new patients. Here are some simple ideas to keep your patients satisfied and coming back.

Great patient service creates loyalty and builds your patient base. It is also about creating a positive experience that patients will share with their friends and family. Word of mouth is the best advertising available to you from an impact and cost standpoint.

Consistency is the key to delivering great service. Everyone on the team should know and understand the goals that you are trying to accomplish with your patient experience. Each appointment, phone call, etc., should be handled in the same manner regardless of who the patient is with. Here are some ideas on what to focus on to reach great service levels.

Make sure a live person answers the phone

Nothing frustrates a caller more than not getting answers to a question quickly or being lost in the maze of voicemail. Technology is great when used properly. However, patients still want to speak directly with someone when they are calling to make an appointment or have questions about their treatment or insurance.

Broken promises will get you nowhere

A good rule to follow in delivering great service is to "under promise and over deliver". For example, if you know the schedule is tight, you do no favors with adding that extra patient on the book. If you tell a patient they will be seen at eleven o'clock, but you know the doctor will be running behind, you will certainly risk upsetting the patient. That also includes telling a patient you will call them back with an answer to their question.

Focus on what your patients are saying

Showing empathy and a genuine desire to help your patients will build confidence that you are working with them to achieve their needs. Pushing your philosophy or treatment on them without understand their needs is a sure way to lower their perception of the service you provide. The listening skills of everyone on the team is key to providing great service.

Do not push complaints off to someone else

Each person on the team should be empowered to make decision to resolve issues with the patients. There will be times when the doctor will need to make the final decision, but no patient should feel they are being just pushed aside.

Train your staff on the keys to great service

There are many resources available to teach and train your team about delivering top notch service. Constantly reinforce with the staff that they should always be helpful and courteous to every patient. There should be no questions about what your expectations are and what a great service experience looks like.

Go above and beyond for your patients

If the experience at your office is nothing but average, that is what your patients will take away from it. If the service is extraordinary, they will notice and spread the word about their visit. Each patient's expectation will be unique, so be ready to wow them each time.

Give a little extra something with each visit

Whether it is a reward for being a loyal patient, additional information about services you offer or even a genuine thank you for their business, patients respond when they know they are appreciated. The size and value of the "something" does not need to be large to make a difference.

Providing great patient service will be impact in many ways. The team will enjoy working in the office knowing they are empowered to help the patients. The word will spread that your office and team are special, ultimately resulting in a growing practice with satisfied patients.

Ken Smith is Vice President of Peak Performers, Inc in Wixom Michigan. Ken has over 25 years of experience in the health care industry, including directing the operations of a large group of dental practices. Ken's expertise is in the ”business of dentistry” and has helped many doctors and their teams get the maximum from their careers and practices. You can reach Ken at 888-477-7325 or email kensmith@peakdental.com