Increase Your Patient Loyalty
Apr 17, 2024Like many of you, I enjoy a good meal. I love going out to eat, having great service, great food, and a nice environment. How many of our patients love to come to the dental office? Well, some of mine actually do, especially our retired patients. I often hear a patient say to me, 'I can't believe it, but I love coming to your office.'
There is a difference between service and hospitality. Service is provided. The bare minimum is what's expected when someone comes to your dental office; they expect you to make a good diagnosis, give them a treatment plan, and not hurt them.
Being hospitable is about having a clean office, nice music, a selection of magazines, and having patients greeted by name, even if it's their first visit.
When patients come in, we want to give them more than just service. We want to provide a hospitable environment where they feel comfortable, well treated, and, in short, feel very special and loved. We want to take away all their fear and apprehension.
If you're a doctor, if you're a leader, you have to provide an over-the-top level of customer service and hospitality for your patients. If you expect your team to do so, know that on my days off, I'm frequently walking around the area, checking if any light bulbs are out, picking up trash, and making sure the office is clean and everything's organized.
Give patients an over-the-top experience. They respect us for it if we do a good job. So my suggestion to you all, which has worked well for me over the last 40 years, is to continue to be the gift.
