Let’s think like a consumer – NOT like a dentist

The saying goes “that you never get a second chance to make a great first impression.” Delivering consistent – and NOT schizophrenic – exquisite customer service will separate you from your competition.

Providing this type of experience – by the doctor and by all team members – for each and every patient interaction – must become an essential part of the DNA of your practice.

This won’t happen automatically by some decree from on high. Don’t think that places like the Ritz Carlton got their reputation for unbelievable customer service without hours and hours of meetings, going over every last detail of what each staff member does in every situation. And as good as they are, they constantly strive to improve.

So make the commitment as a team to get started with planning and training to become a truly remarkable office. I feel that when it comes to customer service, it is not difficult to be outstanding when pretty much everyone else is so bad.