As a service provider, your dental patients are your lifeblood. Without them, there is no dental practice. Unfortunately, many businesses get this wrong and think of customer service as a reactive approach, when it should be a proactive approach.
When you make customer service a priority, your dental practice will benefit, and your satisfied patients will do much of your marketing for you.
• Create reader friendly content. Your patients want to hear from you. Keep it simple and share relevant content.
• Include a FAQs page on your website – Many questions are simple to answer, so empower your patients and staff to find those answers themselves through simple navigation.
• Train your staff – Everyone that works for your dental practice in some capacity needs to know how to handle customer situations in a standard way. This provides continuity and confidence on the part of your patients.
• Provide methods for patient feedback – This can be polls or surveys on your website or social media sites, as well as email links to surveys. Use the data to fine tune your processes to provide improved service.
• Study the competition – How are other successful practices handling the issue of customer service?
• Customer incentives – Encourage your patients with customer or client referral discounts and email offers.
Providing quality customer service is just as important as providing excellent dental service, so be sure you’re considering your reputation in this area in everything you do, both online or off.
A little goes a long way and you will find the word of mouth marketing will happen on it’s own, when you have customer satisfaction at the forefront of your practice.
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