Sandy Pardue, Consultant/Classic Practice Resources

Management and Organizational solutions for dental practices.

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Sandy Pardue

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