Lasting Relationships Start Here: Customer Service in Dentistry
What is True Customer Service?
Excellent customer service is about creating a relationship of trust and loyalty with patients that transcends the interaction of the dental office. Without our patients, we would not exist as an entity, which negates income.
A computer or robot cannot take over what we do; it doesn’t feel empathy. It is unable to understand a key variable in procedures, which is the wide variety of emotions patients exude.
Why is Customer/Patient Care So Important?
They’re more likely to return to the office when making them feel like a “family member “rather than a number. Give them an ultimate experience from the beginning, from the phone, walking into the office, and greeting them with a handshake.
It is imperative to make sure they are comfortable once going over their treatment proposal and how we may impact them to feel comfortable and have them not feel overwhelmed. Take the time to listen to their needs and what’s important to them.
We want to build trust and start a relationship with them so they may tell others about their experience.
People don’t always remember words but rather how you made them feel.
How the Team Communicates with the Patient
Always ask your patient how their visit was. We want to invest in them, collecting and reviewing your patient feedback about their experience of utmost value. If we don’t know, we cannot fix a problem, and it may be too late if that back door is open.
We always want to ensure that we’re checking in with them and asking them to give us a review; the best marketing for any business is word of mouth.
When the patient leaves a review, respond back, saying thank you, and we appreciate the review. Our role is to interact with our patients to listen, address their concerns, answer their questions, and educate them.
The more we make the patient feel comfortable, the less stress they will likely feel and the higher probability they will follow through with their treatment. Building trust with patients and forming a respectful bond is a key component.
Nobody wants to be treated as a number; finding a way to connect with a patient creates a valuable relationship with all involved. We want them to feel like family. Patients want to hear laughter in the office. The ambiance should be one of an upbeat environment.
Empathy goes a long way in a dental practice. It helps validate the patient’s feelings. We need to ensure we have a genuine and sincere team when dealing with any patient. They will tell their friends and family about your office.
It’s essential the message they convey to friends and family is one of positivity. Problems arise in dentistry, as in any industry, and how we handle those problems is also imperative.
Comforting/Experience
Offer a comfort menu, place this in the reception room on a leather holder, and have a list of different items available for their appointment.
Examples:
- blanket
- headrest
- N20
- lip balm
- stress ball
- music with headset noise canceling
- if they had a lengthy procedure, make them a smoothie or coffee card
We want them to have the “wow” experience, to feel we are going above and beyond, and to have the waiting room be cozy, like a living room. Comfortable with large cushy chairs, a sofa, coffee, hot chocolate, and cookies baked in the morning, it smells like grandma’s house.
Have a picture of your patient on their chart so you may call them by their first name, take personal notes from their vacation, school, and family, and remember the little things about their health, pets, etc.
This will spark a conversation and make patients feel valued, as if you remembered all these details from their visit six months ago.
Care Calls
Make a point to call those patients who had long procedures. Give them a personal experience, call before you leave for the day, and let them know you’ve been thinking of them. These make a difference to the patient; we’re taking the extra time to check on them and letting them know we’re here for them.
Many factors go into providing an exceptional and long-lasting relationship with your patients. Often, those factors are unique to your dental office. However, understanding the foundational elements of building a fantastic patient experience is a good place to start.
Always put your patients first; they are not a number.
Refine your operations and craft an unforgettable experience for them so they will tell their neighbors, family, and friends.
About the Author
Linette Swenson, MAADOM
As the office manager, Linette is responsible for the front office’s overall management and customer service with Avondale Dental Group. Her responsibility is to ensure patients have the best experience when visiting one of their dental offices.
Patient advocacy has been her passion and a challenge that has always lined up with people’s overall enjoyment. Building personal relationships, working through treatment concerns, and creating financial plans have inspired her desire to grow in all of those skills and share them with our team.
Linette has worked in the dental field for over 21 years as a certified dental assistant and a financial coordinator. She received her Fellow of the American Association of Dental Office Management (FAADOM) and received her MAADOM in 2024.
The best part of her job is working with the team, leadership, and coaching. “We always put our patients first.”
Outside of the office, she enjoys boating, yard work, soaking up the rays on Maui, biking, spending time with her granddaughter, and being with her family and friends.
