One of the most important factors in the success or failure of a dental practice is the quality of the customer service. If patients do not feel comfortable in your practice and in the company of your staff, they are unlikely to return and even less likely to recommend your practice to others. By ensuring that customers feel not only welcome but appreciated, you can establish life-long relationships which result in referrals and new customers for generations to come. If you are looking to maximise the potential success of your practice, here are 5 tips to help you improve your standard of customer service.
- Make customers as comfortable as possible
While the idea of feeling at ease in a dental practice may appear to be a contradiction in terms, you should make the comfort of your customers a priority. Many people associate the dentist with unpleasant childhood memories or bad experiences with other practices and it’s your job to change their mind. Make your reception, waiting area and office as relaxing and inviting as you can by including luxurious furniture, a TV or music and appropriate refreshments. All of your staff should be able to build a rapport with customers and show a genuine interest in their health and wellbeing.
- Offer a wider range of services
In past years dentists would only have carried out simple procedures such as teeth cleaning, fitting braces and filling cavities. Today, there is a much greater demand for more cosmetic procedures such as veneers, root canals and teeth whitening. Give your customers all of these services in one place to maximise your audience and diversify income streams.
In addition, the supplies and equipment you use in your treatment is paramount to the customer experience. Aim to buy high quality products from the best UK dental suppliers to maintain the highest standards and stand out amongst your competitors.
- Reward loyal customers
To encourage your customers to return to you, why not offer them an incentive? Loyalty could mean that they have been a customer for a certain period of time, they have promoted your social media posts or they have referred a friend or family member to you. There are lots of apps which track customer loyalty including apps which offer loyalty points which add up to a reward.
- Nurture your online reputation
When a potential new customer hears of your dental practice, they are highly likely to search for you online. You need to ensure that the information they find is positive and encourages them to get in touch. This begins with building and managing a user-friendly and high quality website, ensuring any queries or complaints on social media are resolved quickly and asking your customers to leave positive reviews online.
- Use a virtual receptionist
While it’s important to have a receptionist at your practice who can greet and help the customers in the practice, this can mean that they are busy when other customers try to phone. To avoid this issue consider using a virtual receptionist. It is not only a much cheaper option than employing a full-time receptionist, but they are available 24/7 to help your customers with appointment booking as well as a providing general information about the practice.