by By Heidi Arndt
What do patients remember and comment on when they visit your practice? What type of experience do your patients have at your practice?
What patients are saying
I recently scanned through several Yelp! Reviews of dentists in San Francisco, and found the patient responses interesting.
“…Everyone there is SO nice – Dr. Smith was personable, Oksana was wonderful and gracious, and April the hygienist was really helpful and informative without making me feel like a complete jerk for not having seen a dentist in over three years (I probably deserved a good scolding, but they focused on making a proactive plan for the future).”
“… I’m pretty much terrified of the dentist but this is definitely the least terrifying dental office I’ve ever been to. Everyone that I interacted with was friendly and competent. Tiffany has to be the nicest and most informative dental hygienist I’ve ever met and Dr. Hall is genuine and down to earth, not characteristics that usually come to mind when thinking of a dentist. It was made very clear to me that if I don’t want to have crazy procedures I just need to take care of my teeth and at no time did I feel pressured to get any expensive extras. The whole experience was absolutely refreshing!”
“… Moving to a new town and finding a new dentist, and doctor, etc. is terrifying. I am so glad I lucked into XYZ Dental. Every member of the staff here has been pleasant, efficient, and helpful. I even received a call from my dentist the day after a particularly icky filling. (No, not a girl from the front desk, my actual dentist!)”
Did you notice that not one review talked about the dentist or dental hygienist’s schooling, knowledge or their experience? The patient related directly to how the teams made them feel.
The most important thing
Of course your schooling, knowledge and experience is important, but those are not the things a patient will notice when visiting your practice. The patient is more in tune to the service, experience, and how they were treated. This is what keeps them coming back and referring their friends and family to your practice.
But, don’t think that creating a dynamic experience is about flatscreen TVs in every operatory, and refreshments at the front office. It is about how you make them feel as a person. Respect, kindness, empathy, listen, encourage, support and guidance to optimal oral health.
Have you been someplace lately where their customer service was top-notch? I recently visited The Phoenician in Scottsdale, Ariz. The Phoenician has the most amazing customer service, and it is a core focus of their business. They realize that a loyal guest who returns again and again is the pinnacle of success. Their commitment to creating the customer-first environment does not come naturally. They send every employee through rigorous customer service training for their orientation and build on it throughout their careers at The Phoenician.
So, I encourage you to take time to focus on how you can provide your patients with the best experience, and ultimately Service that Sells.
