Colin Oram with DentalSuccess Interactive says …
The trick to superlative service is looking for ways to give your patients a little more than they expect. If you can be counted upon to go "that extra mile" for your patients, it will go a long way toward winning their trust and loyalty.
The name of the game is "Under-Promise, Over-Deliver." For example, a successful courier company promises to have your package delivered by 10am the next morning, but often has it there by 9 or 9:30. A successful contracting company often charges its customers a few dollars less than the quoted price.
It pays to find ways to surprise your patients with unexpected speed or efficiency. Here are a few suggestions on how to over-deliver:
- Offer to handle the financial transaction efficiently. ("Just fill this part in and I'll take care of the rest.")
- Provide your dental services faster than promised.(“Your cleaning will take about 1 hour” and then when you’re finished say “Oh great, we finished 15 minutes earlier than planned.”)
- Offer to deliver it. ("I'll drop your whitening trays by your house on my way home.")
- Offer to handle additional paperwork. ("I'll get these forms taken care of for you.")
If you have any superlative service tips of your own, please share them with us so we can include them in future updates. Send your tips to gregs@dentalsuccess.net.
This Superlative Service Tip is provided by DentalSuccess Interactive providers of Dental practice websites and On-hold messaging services. If you are interested in either of these services, simply send an email to gregs@dentalsuccess.net. Type “DSI” in the “Subject” box of your email. Or call Greg Sneyd at 800-460-3838 x106.
