Giving your patients a World Class Patient Experience on the phone is only one part of your customer service.
I recently stayed in a trendy and relatively upmarket hotel on the Gold Coast. The hotel environment had a definite point of difference with a more unusual and quirky yet tasteful décor and setup.
It was a great feel good on arrival…. but then it became a little odd.
A hotel has to meet the expectations people have of what a hotel should be and offer. The core elements of customer service must be there every time. The ball should not be dropped.
We looked around and there was no one to help with our multiple bags. As we dragged them inside we waited only a few minutes to be checked in by a young woman on the reception desk.
We then dragged our bags to our room. I would expect there should always be an offer of assistance with bags.
At the convention we attended there appeared to be no convention staff in our meeting room watching in case anyone needed anything. At every break during the convention the attendees left the meeting room and then returned and sat at a different table, yet no fresh glasses were placed. When we asked we were told that they didn’t put out fresh glasses.
Can you see where I am going with this?
Can you see that giving some customer service in some parts of your business and then none in other parts is a sure way for customers to forget the great customer service. One customer service breakdown just undoes the great customer service you are offering.
This is the same for our Dental Office.
There is probably not much point offering excellent customer service at the first point of contact on the phone if you are falling down in the other areas of your practice.
A great idea is to have a close look and do a check that every part of your dental office is buzzing with customer service and if it is not then step up!
Offering patient service should happen in all parts of the practice.
- Marketing
- Answering the phone
- Welcoming patients to the office
- Communication in the dental chair
- Making the patients next appointment
- Keeping in touch with patients
- Thanking your patients
Make sure you are not leaving any part out.
Get your patients to evaluate or score their visit to your dental office.
It is fascinating to hear their feedback. You now know where you could be missing out on delivering a world-class patient experience.
***
This blog features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental Phone Experiences, and ultimately, improving your practice profitability.
***
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.
If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..
*****
My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.
I will also be presenting in Melbourne Victoria in Friday June 23rd 2017.
*****
At present I have availability for only THREE new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at jayne@theDPE.com
