Seven Words That Mean a Lot

Over the last few months, I have been discussing strategies for solidifying and reinforcing the relationships you have created with your existing patients. If you consistently meet or exceed their expectations, in theory they should never leave. I suggest that you go back and review this information with your entire team. And today let’s put the finishing touches on what I think are the two absolutes for continuing to distinguish your practice in your community.

“Thank you” and “How may I help you” are magical words that will disarm even the most critical and demanding individual. “How may I help you” should be the start of every conversation and patient interaction. And it must be genuine and sincere and heartfelt. Providing a solution has to be a given –whether for resolving a problem with a dental insurance claim, changing a scheduled appointment, accommodating an emergency, making a referral to another provider, or calling in a prescription to the local pharmacy.

Eliminate road blocks, eliminate ego, and recognize that patients want solutions and expect you to provide the answers quickly. Be certain to always follow through. Never overpromise and under deliver.  I’ve said many times before, in this day and age when poor customer service is rampant, it is really not that hard to be good when everyone else is so bad.

Saying “thank you” is the finish of every conversation.  Even better when you include the name of the patient along with the thank you. Try to look for ways to say thank you: for posting a wonderful Google review, or for referring a new patient to the practice, or simply for your understanding of any perceived failure on your part to deliver a quality experience.

The cumulative effect of these efforts will be genuine, unsolicited, word of mouth recommendations that should continue to drive new patient flow. And of course they will reinforce the belief of your existing patients that there is no finer dental office on the planet!