Being The Difference
What makes each dental office different and stand out from others? Why should any patient or employee pick your office over another one? What makes your team stand out?
Here are some things our team does to be the difference not only for our patients but also for ourselves.
Treat Everyone Like Family
Whether we are treating a patient, presenting a treatment plan, or checking them out, we treat every person who enters our doors as family. We greet them by name and with a warm smile! You never know what burdens patients or team members come into your office with, so we try to make their time in our office as carefree and welcoming as possible.
We Don’t Sell Dentistry
If we wouldn’t recommend a service or treatment for ourselves or our immediate family members, then don’t push it on patients! We get lots of new patients coming to our office for second opinions because other practices stressed treatment that the patients do not feel they need. If we cannot show the patient what is wrong with their tooth with intraoral photos, X-rays, or a CBCT scan, then chances are the patient doesn’t really need the treatment. Even if you have the evidence and they decline the treatment plan, at least you’ve educated them. Nearly all the patients will call to schedule when they are ready. Sometimes they just need a day or week to process what you’ve told them.
Remember The Little Things
Our office gets a lot of compliments because we try to do all the little things that don’t seem to matter. But the patients notice and appreciate them! These little things are literally the events our patients tell us about. We share in all their life events like anniversaries, birthdays, graduations, engagements, weddings, births, and retirement, and we comfort them in their losses and hardships when they need encouragement. We send handwritten cards and show up to events we are invited to. Yes, we may only see them a couple of times a year, but for some of these patients, they are the second, third, or fourth generations coming to our office, so we are very much a part of their lives.
Patients will call or even tell us thank you the next time they come in. Jotting down a note in their chart about what flavor polishing or fluoride they prefer for next time has surprised patients when we already have their preference out and ready for them. Do they have neck or back problems? Cold all the time? Nervous and anxious? We have neck pillows and blankets available to make them more comfortable during their time in our office. We also keep headphones and iPods handy for patients to listen to during treatment if they prefer it.
Patients really do respond well to these small acts of kindness. You and your team have the chance to impact every patient as they walk into your office. Make it positive. Their experience will be shared among family and friends; those referrals are the highest compliment any office can receive. When a patient trusts you and your team by showing and being the difference to them, they will remember those experiences. Be the difference in your office and community!
About the Author
Heather became interested in the dental industry during a mission trip. When she returned from her internship in Haiti in 2005, she completed a dental assisting training program, and her career began. Heather cross-trained herself, and in 2010 she became an office manager. Over the course of her career, she has worked in both general and oral surgery clinics. She is a lifetime AADOMThis link leads to Home page member, and she received her FAADOMThis link leads to AADOM Fellowship page in 2021. Away from work, she loves to read, travel, and spend time with her dogs.
