Dental practices, like any other business, may need to focus on the patient experience to provide exceptional customer service and keep satisfied clientele. Unfortunately, customer service practices may not be a primary priority in dental schools. Great customer service is something that dental professionals may need to learn on their own through experience. And, while wonderful patient experiences can take many forms, the best techniques for your practice may be wholly unique to you and your patients.
Explore 10 ways you may improve customer service in your dentistry office while considering what’s best for your patients.
1. Maintain Patient Involvement and Communication
One of the most effective strategies to improve customer service in your practice may be to explain and listen more. Given that dentistry can cause anxiety and concern, being more upfront with your patients may be beneficial to both parties.
Consider having front-desk employees offer new patients a tour of your practice. Then, throughout recurring visits, strive to discuss openly and honestly every part of your experience. Request that frontline workers provide patients with wait time predictions as they check-in. Ask your dental hygienists to explain exactly what they’re doing and why, including the various tools they’re using. Look for chances to provide your patients with educated choices in their care wherever possible.
2. Simplify Your Scheduling and Payment Processes
Consumers of all types may appreciate the ease of modern, streamlined services, which include appointment reminders via text message and email as well as a variety of electronic payment choices. At the very least, you might wish to provide the same payment and scheduling alternatives as your competitors. If possible, consider going even further. Consider taking smartphone app payments such as Apple Pay and providing an online payment link on your website.
3. Reminder Phone Calls
A brief phone call to your patients following significant procedures can go a long way towards showing them how much you care. Consider being a patient who has spent the morning undergoing a root canal, braces, or another major operation. Later in the day, when their dentist personally calls to check on them, they may be in pain or discomfort, or everything may be OK. If customers have questions or concerns, they may receive immediate responses. In either case, patients may believe that their dentist is personally concerned about their health.
4. Set up a Feedback System
It may be difficult to listen to your patients without a simple way to do so. Consider implementing a method for gathering and assessing patient feedback regarding your dental practice. Consider setting up a Yelp page, a Google My Business listing, an email address for comments or complaints, or even a suggestion box in your waiting room so that patients can provide you with open, honest feedback about their experiences. Then, share it with patients, solicit feedback, assign someone on your staff to oversee the program, and respond to any problems as soon as possible.
5. Acquire Unforgettable Amenities
Consider offering some memorable facilities to enhance the client experience. Not every amenity will impress every patient, nor is every amenity applicable to every practice. Consider the amenities that will “wow” your patients, such as a “comfort cart” with various goods for concerned patients or toys and games for children. Look for amenities that fit your special niche.
Amenity choices include:
- Music or video streaming services in treatment rooms
- Free wifi
- Fun sunglasses to use during treatments that require intense light.
- Aromatherapy
- Video Games
- Complimentary drinks and snacks
- Chapstick
- Neck and Eye Pillows
- Warm blankets.
- Stress Balls
- Massage Chairs
- iPads
6. Strengthen the Doctor-Patient Relationship
Patients may be more likely to remain loyal to your dental business if they believe they have a long-term relationship with you and your staff. You don’t need to know every detail about each patient’s life, but taking a few notes each visit might help you remember past conversations. Consider addressing each patient by name, then utilizing your notes to inquire about their families, schools, jobs, children, new car, trips, and anything else they may have mentioned previously. Even if you need a little reminder, chats about topics other than the weather may be the type of honest encounters that help to establish trust and brand loyalty.
7. Master the Fundamentals
Keeping your clinic clean, organized, pleasant, and efficient may appear to be apparent cornerstones of good customer service, but these practices are not always constant throughout. Before you add any facilities, technology, or regulations to make your practice more patient-friendly, take a close look at the basic experience and ensure it works effectively for everyone.
Consider the efficiency and accuracy of your invoicing, patient wait times, your team’s appearance and temperament, the cleanliness of your office, and even the proximity of patients to private staff talks. All of these aspects may play a significant role in your patient’s pleasure.
8. Keeping up with the latest technology
Advanced surgical instruments and equipment improve patient outcomes and practice success. Patients respond positively to new dental technologies because they are thought to be more effective and less invasive. Using contemporary dental technology indicates your commitment to professional improvement, which can reassure many patients.
9. Engage in active listening
How many times have you interrupted someone when they are speaking to you? How many times do you listen to respond rather than understand? Listening to your customers and asking pertinent questions that they haven’t already answered is an important aspect of customer service. Ask clarifying questions about anything unclear. Summarize their problem(s) to demonstrate that you have been listening. If you listen carefully and demonstrate real interest, you are more likely to obtain great praise from your consumers.
10. Cleanliness Is Vital
Cleanliness is one of the most important things patients look for in a dental facility. This includes not just your exam and operation rooms, but also your waiting room, bathroom, and any other sections of your clinic that your patients may visit.
Maintain a cleaning routine to guarantee that your waiting area and restrooms are maintained throughout the day. Use cutting-edge sterilizing equipment to sanitize dental tools and fabrics in between patients. Spray and wipe surfaces with medical-grade disinfectants to remove dust, dirt, and microorganisms and avoid cross-contamination.
Maintain strict cleanliness measures when handling instruments and doing patient exams. Never touch patient charts, touchscreens, or other potentially contaminated surfaces to avoid introducing bacteria to the patient during an exam.
Conclusion
Mastering customer service in the dental industry involves more than just dental expertise; it’s about enhancing the patient experience through effective communication, modern technology, and exceptional care. A key component in achieving this is managing your online reputation.
Utilizing a tool like CheckTheReviews can revolutionize how your practice interacts with and responds to patient feedback. This reputation management software not only aids in attracting new patients but also in retaining current ones by showing them their opinions are valued. Implementing CheckTheReviews in your customer service strategy ensures your practice not only meets but exceeds patient expectations, solidifying your position as a leader in dental care.
