5 Tips to Up level Your Patient Customer Service
During these uncertain times, it’s more important than ever to make sure the “Customer Service” aspect of your practice is second to none. The pandemic rages on, the election is *kinda* over – but the tension is palpable, and patients seem even more on edge.
Here are five actionable tips to ensure that your Customer Service is up to the challenge of helping to put your patients at ease and improve their patient experience in your office.
- Under promise and over deliver. This falls under the category of managing expectations. Dentists and their staff are NOT miracle workers (although sometimes you feel like it). Patient expectations come in all shapes and sizes. Everything from how long they have to wait to be seen, how fast their insurance will come through, how well their new crown will match the adjacent tooth or the prognosis of their periodontal health. Keep your patients grounded in the reality of their situation … and then over-deliver like crazy.
- Attention to details. As a team (and possibly as a department) continually review the information (think … details) associated with any case. The language the patient uses in their explanations, the descriptions written on the lab slips, the words entered into the chart … these all play an important role in everything from nailing a diagnosis, to picking the right treatment plan. Attention to detail might be as simple as double checking – everything.
- Consistency. Make it a goal to provide the same wonderful experience each and every time a patient comes to your office. There should be no good days vs. bad days. Does all your staff (and all the docs) understand that personal problems and frustrations are to be left at home? During their workday, they are ambassadors of your culture and your brand excellence. Their focus is your patients and the patient care and experience in your office. Easier said than done some days. How can you and your team work to improve this?
- Be likeable. This goes for team members and doctors. It can be as simple as a warm smile when you intentionally make eye contact with your patient. Or taking just an extra moment to really listen when your patient is talking. Are you interested in the things that are important to your precious patients … and your team members? Are you asking good questions to start a brief conversation? There are so many ways to get better at this.
- Practice. Practice. Practice. Not many of us come into realm of a modern dental practice with ALL our customer service ducks in a row. It’s a learned skill. And it takes practice. It’s so easy to implement some role-playing practice into your regular weekly team meetings (you have those, right?).
These are trying times … for your practice, your team and for your patients. Show them you really care about THEM, support them when they need it … and celebrate with them when they have success. Relationships with both your team members and your patients are the glue that will hold your solid practice together. Raise your level of customer (and staff) service and SHOW them how much you value all of them.