Use these helpful tips to keep your patients happy and loyal to your practice.
A lot of dental patients think that all dentists are the same. They want to come in for their routine cleaning and get checked for cavities. Unfortunately, dental services have been commoditized in some patients’ minds.
That’s why it is so important for dentists to differentiate themselves in today’s competitive marketplace.
One of the easiest and most effective ways to do this is through superior customer service.
If instead of butterflies in their stomachs, patients get that warm and fuzzy feeling when they visit your office, you better believe they will be back for their next checkup.
In this article, we will discuss five easy and effective ways you can improve customer service in your dental practice, starting today.
Let’s dive in:
Tip #1: Make the office environment relaxing and comfortable.
Almost everyone gets nervous at the dentist. To help keep patients happy, implement some relaxing changes to your office. There are a number of improvements you can make to get patients to feel more relaxed and less stressed.
As a side effect, it will help you and your staff relax too!
Here are just a few relaxation and stress-reduction ideas:
- Post-treatment hot towel therapy
- Massage chair in the waiting area for pre- or post-appointment stress relief
- Aromatherapy in the office
- Noise-reducing headphones during long procedures or those involving drilling
- Comfortable seat cushions for treatment chairs
These changes can have some beneficial knock-on effects too. Not only will your patients be more likely to come back for their next appointment, but they will also talk about it with their friends.
“You know, my dentist uses these fabulous aromatherapy candles…”
It’s a great way to pick up some easy referrals.
Be on the lookout for perks that you find other service providers using.
Does your mechanic keep fresh flowers in the waiting area? Try it in your dental office!
Little things like that can add up to a great customer experience.
Tip #2: Allow patients to reach staff at any time of day, and through multiple channels.
We live in the days of instant gratification and open access.
There are some easy ways you can allow patients to contact you at any time of day, and through additional channels like email, web chat or text messaging.
If you want to provide a truly exceptional customer service experience, you need to be accessible. Some dentists give out their cell phone number to patients, who take comfort in knowing they can reach their doctor at any time.
If you prefer, you can hire an answering service to pick up your phone calls after hours. The real-life “virtual receptionist” will answer the phone according to your customized instructions, and can take messages, provide information, or even forward the call to you in the event of an emergency or special situation.
Often, these same services can provide support for live chat through your website or over email. There is no reason that you cannot be everywhere your customer expects you to be.
Tip #3: Engage your patients and educate them clearly.
You and your staff are experts, but most patients are not. Education is an integral part of improving customer service and making people feel comfortable in your chair.
You can educate non-dental staff as well. It is important that even your receptionist knows some of the basics about root canals, fillings, and other common dental procedures. This can help create empathy for patients and put them more at ease.
Another part of engaging the patient is being an active listener. Be alert and ask questions so that you understand each other fully, especially before sticking a needle in their mouth.
Invest in effective teaching materials and keep your educational posters and models up-to-date. There are also computer programs that can be useful in educating patients about their conditions.
A final point—take as much time as you need to explain procedures and instructions entirely.
This goes back to Tip #1—making your patients feel as relaxed as possible. Speak slowly and look them in the eye when explaining procedures and conditions, and be sure to pause between points to allow time for questions.
Tip #4: Reach out to customers after their appointment.
Most dental practices call their patients at the six-month mark to remind them to make a check-up appointment. This should not be your only time of contact.
If a patient has had a troublesome or complicated procedure, have your staff follow up about a week later. This can be as simple as a text message or email. You can even outsource or automate this step.
It may come as a surprise, but some people will simply live with pain, assuming it’s normal, rather than calling the dental office to complain or ask questions
It is in everyone’s interest that you take the lead in making sure they have received the best care. So reach out to these shy patients to ensure they are getting excellent treatment.
Most won’t even respond, but that’s okay. Just reaching out to them in a personalized and customized way will tell them that their dentist cares about their well-being.
BONUS TIP: Going along with this idea, keep your scheduling system up to date. Many patients prefer making appointments online, so make it as easy as possible for them to get in to see you.
Tip 5: Give high-quality advice on specialists.
Instead of merely offering a name and phone number of an orthodontist to a patient who needs braces, be more proactive and helpful.
Give patients at least two options for any specialist they might need.
If possible, you can include information on recommended specialists on your website or on handouts that you can print for customers.
Give any relevant advice about the practice, and then let the patient make their decision.
They will feel in control of the process, and will trust you more for giving them multiple options.
It might even help those specialists raise their game and improve their customer service.
Conclusion: Get Started Today!
While it can be hard to focus on creating an exceptional customer experience while managing day-to-day operations, you and your patients will benefit from focusing on this aspect of your dental practice.
Take a few minutes each week or an hour each month to sit down with staff and brainstorm ideas on how you can improve customer service for your patients. Discuss common complaints and try to develop solutions together.
Most importantly, act on those ideas. Not only will this process contribute to a better patient experience, but it will also help build morale among your employees. People love it when their ideas are recognized, and it will help create buy-in for everyone involved in your practice.
About the Author
Parker Davis is the CEO of Answer 1, a leader in the virtual receptionist and technology enabled answering services industry. He believes that the application of data analytics, investment in technology, and fostering a positive company culture together create highly efficient and scalable growth companies. In 2016, Answer 1 will achieve record revenues while also being awarded the Top Companies to Work For in Arizona award. Parker is also the Managing Partner of Annison Capital Partners, LLC, a private investment partnership.