Dos and don'ts for customer service: Surprise patients with a follow-up call

Like most other small businesses, dental practices are searching for ways to differentiate themselves from the competition. Clinical differentiators are rare (and difficult for patients to truly appreciate), so the most effective ways to set your practice apart are in the area of customer service. One proven technique is the treatment follow-up call. It makes a strong impression yet requires little time or effort.

Call the evening after you've provided treatment. When patients have undergone major treatment -- and even minor treatment, if you can spare the time -- call to see how they're doing. Listen attentively, respond sympathetically to what they say and, if appropriate, give professional advice. Most important, end the call by urging them to contact the practice if they have any questions or concerns. They will be pleasantly surprised that you called -- and ready to tell everyone they know (potential new patients) how thoughtful and caring you are.

Don't hesitate to leave voicemail. Be prepared to leave a pleasant voicemail if patients don't answer the phone. You'll still impress them with your level of customer service and generate excellent word-of-mouth advertising for your practice.

Roger P. Levin, DDS, is the chairman and CEO of practice management consulting firm Levin Group. You can connect with Levin Group on Facebook and Twitter (@Levin_Group) to learn more strategies and share ideas. Also, check out Dr. Levin's free practice management videos at www.levingroup.com/gp.

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