Dos and don'ts for customer service: The more you value your patients, the more they'll value you

You don't need to go to business school to master one of the most effective techniques for succeeding in the new dental economy. You learned it as a child... when someone helps you, express your gratitude with a sincere "Thank you!" At a time when many patients are postponing dental care or shopping around for lower fees, dentists should set a high value on patient loyalty -- and show it.

Remind yourself every day about what you owe your patients. Think about every encounter with each patient as an opportunity to strengthen the patient-practice relationship. Thank long-term patients for entrusting their dental care to you for so many years. Thank new patients for joining the practice. Thank those who show up on time. Let patients know how much you appreciate their referrals. It's all positive reinforcement for your ongoing success.

Don't take patient compliance or loyalty for granted. Dentistry has become a buyer's market, with no assurance that today's patients will be with you tomorrow. Reward their loyalty not only with quality care but also with sincere thanks.