Rethink Customer Service
I have noticed in dealing with all different dental specialties over the years that GPs have a tendency to pay more attention to customer service than specialists do. That’s not a good course of action!
Why do GPs concentrate so much on customer service? They are trying to preserve what they hope will be a relationship that lasts for many years. It can be tempting for endodontists to under-emphasize customer service based on a presumption that once a patient leaves, that person may not be back.
Here’s why you should be as concerned about customer service as your GPs... Suppose a patient, Mrs. Jones, does not have a good experience in your practice. She returns to her GP, Dr. Smith, and subsequently complains about you. Dr. Smith is embarrassed and worried that Mrs. Jones has lost trust in his practice for sending her to an endodontist’s office for an experience that didn’t turn out well. Dr. Smith could very well begin steering referrals elsewhere.
Remember that superior customer service—Stage III Customer Service™—is vital to your practice growth!
Why do GPs concentrate so much on customer service? They are trying to preserve what they hope will be a relationship that lasts for many years. It can be tempting for endodontists to under-emphasize customer service based on a presumption that once a patient leaves, that person may not be back.
Here’s why you should be as concerned about customer service as your GPs... Suppose a patient, Mrs. Jones, does not have a good experience in your practice. She returns to her GP, Dr. Smith, and subsequently complains about you. Dr. Smith is embarrassed and worried that Mrs. Jones has lost trust in his practice for sending her to an endodontist’s office for an experience that didn’t turn out well. Dr. Smith could very well begin steering referrals elsewhere.
Remember that superior customer service—Stage III Customer Service™—is vital to your practice growth!
posted by Roger P. Levin, D.D.S. at
3:00 PM
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