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 patient experience is something that is often intangible and your patient will love it and want it every time they see you.

Your patient will remember the experience and want to tell all their family and friends about it.

So how can you give your patients an experience to remember?

What is a memorable patient experience?

Look the part. You need to visually wow your patients. Keep your patient lounge simple, clean, tidy and easy on the eye. Too much clutter and busy colours can confuse patients. You want your patients to enjoy their surroundings.

Start by creating a calm and relaxing environment for your patients at the practice.

Make a great first impression on the phone. Have the right people answering the phones and get it right. You only have one chance at this. Don’t blow it!

Greet your patients warmly by their name and acknowledge them. Stand up, move away from your desk and go up to your patient to greet them when they arrive.

Offer something to your patient when they arrive at the practice.

Finding out what your patients like and prefer from their cup of coffee, their appointment times to how their appointments are paced and remember this at each appointment.

Being a part of your patient’s life and sharing their events is a must. Really get to know your patients and not just what is going on in their mouth, this will give your patients a feeling of importance and value.

Ensure everyone on your team smiles and is genuinely pleased to see your patients and make sure they are ready and willing to help them. Patients quickly pick up on the team’s mood and enthusiasm.

Once you create the patient experience you want to deliver then make sure you offer this same patient experience at every appointment to every patient.

Offering a consistent patient experience is what is the most memorable for your patients and will keep them coming back for their next appointment.

Are you giving your patients the patient experience they deserve or could you be doing a whole lot better?


Jayne Bandy is a certified CX Experience coach.
Jayne works with her husband Dr. David Moffet to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how Jayne and David can help your business