Sandy Pardue, Consultant/Classic Practice Resources

Management and Organizational solutions for dental practices.

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Sandy Pardue

51 Tips to Create Exceptional Customer Service

1. Track referrals to your office and acknowledge those that refer. If you state guidelines allow a patient referral program implement one.
2. Create trust with your patients
3. Send handwritten WOW Letters to patients from staff members
4. Communicate to patients via email. Send them practice updates or special offers
5. Always return calls
6. Set up a Facebook and Twitter account and stay active
7. Send holiday cards
8. Send birthday cards
9. Thank referring doctors
10. Thank referring patients
11. Make Post Operative Treatment Calls
12. Send Welcome letters
13. Send No Cavity Letters and certificates
14. Implement a No Cavity Club
15. Use the patients name
16. Make it easy for patients to pay by offering payment options
17. Tell the patients what will happen if they don’t get the recommended treatment
18. Stay on schedule
19. Encourage patients to come back and stay on schedule with recall
20. Utilize a private room for consultations and private conversations
21. Spend time educating patients
22. Notice patient behaviors
23. Seat patients upright when talking to them about their treatment
24. Use eye contact when talking to patients
25. Train assistants to stay with patients while they are in the chair
26. Train assistants to comfort and assure patients
27. Have televisions in the operatories and reception room
28. Keep a list of Requested Times to fill last minute openings
29. Keep the office décor updated
30. Stay up to date with technology
31. Be empathetic
32. Have patients sign treatment plans in advance of the appointment
33. Make financial arrangements in advance of the appointment
34. Be prepared to greet patients by name
35. Be active in your community
36. Have a website
37. Deliver good dentistry
38. Have updated magazines in the reception room
39. Offer refreshments to patients
40. Create good relationships with patients
41. Have a Mission statement
42. Have doctor call new patients to welcome them to the practice
43. Give flowers to moms the week before Mother’s Day
44. Give roses to the ladies on Valentine’s Day
45. Have a solid recall system
46. File insurance for patients
47. Have a live person answering the phone
48. Purchase name tags for the staff
49. Offer complimentary umbrellas to patients on rainy days
50. Give lip balm with the practice name to hygiene patients
51. Promote the doctor