I know we try our best to reduce the number of surprises we give our patients at the best of times. But there is one surprise they will love. The surprise of receiving a compliment. Complimenting your patient will often make your patient’s day just by your one...

I am often asked how do you give excellent customer service on the phone. The answer is very easily. The best customer service is when a call becomes an appointment. You just need to have the right type of attitude and language to use with patients. The biggest...

Customer service is what makes the difference in your dental office. Customer service is memorable to your patients, referable, and also creates the value your patients are looking for. So what is customer service in a dental office? It is a patient experience. A real...

“When you are prepared with a mental list of subjects to ask your patients, you are well on the way to being recognised as a great conversationalist.”

You all know what I am about to write about. Yes, customer service and the patient experience. Making your patients feel special and acknowledged is what you need to do over and over again. This is what keeps your patients coming back to you. Offering your patients...

Do you talk with your patients? Do you remember what you spoke about? Start making a note of what you talk to your patients about. I know you take clinical notes and know everything about your patient's teeth, but do you know enough about who your patients are? Do you...

First your patient finds you then they speak to you on the phone and make an appointment. They now arrive at your practice for their appointment. This is all the beginning of your patient's experience. You want to ensure every part of the patient's experience...

“Patients will only tolerate being ignored for a certain number of times before they start feeling that maybe they should take their dental business somewhere else.”

The Patient Experience begins at the first personal contact with your Dental Office, with the person you hire to answer your phones. The last point of contact may also be this same person. Do you know how important it is to hire the RIGHT person to be that first point...

I know I have written about this happening over and over again in the delivery of amazing customer service or should I say, the delivery of bad customer service. You may know what it is. Yes, it's chit chat among the team at the expense of serving and caring for...