51 Tips to Create Exceptional Customer Service

Posted on August 12, 2014 by Sandy Pardue


1) Create trust with your patients

2) Track referrals to your office and acknowledge those that refer. If you state guidelines allow a patient referral program implement one.

3) Wow Letters to patients from staff members

4) Communicate to patients via email. Send them practice updates or special offers

5) Always return calls

6) Set up a Facebook and Twitter account

7) Send holiday cards

8) Send birthday cards

9) Thank referring doctors

10) Thank referring patients

11) Make Post Operative Treatment Calls

12) Send Welcome letters

13) Send No Cavity Letters and certificates

14) Implement a No Cavity Club

15) Use the patients name

16) Make it easy for patients to pay by offering payment options

17) Tell the patients what will happen if they don’t get the recommended treatment

18) Stay on schedule

19) Encourage patients to come back and stay on schedule with recall

20) Utilize a private room for consultations and private conversations

21) Spend time educating patients

22) Notice patient behaviors

23) Seat patients upright when talking to them about their treatment

24) Use eye contact

25) Train assistants to stay with patients while they are in the chair

26) Train assistants to comfort and assure patients

27) Have televisions in the operatories and reception room

28) Keep a list of Requested Times to fill last minute openings

29) Keep the office décor updated

30) Stay up to date with technology

31) Be empathetic

32) Have patients sign treatment plans in advance of the appointment

33) Make financial arrangements in advance of the appointment

34) Be prepared to greet patients by name

35) Be active in your community

36) Have a website

37) Deliver good dentistry

38) Have updated magazines in the reception room

39) Offer refreshments to patients

40) Create good relationships with patients

41) Have a Mission statement

42) Have doctor call new patients to welcome them to the practice

43) Give flowers to moms the week before Mother’s Day

44) Give roses to the ladies on Valentine’s Day

45) Have a solid recall system

46) File insurance for patients

47) Have a live person answering the phone

48) Purchase name tags for the staff

49) Offer complimentary umbrellas to patients on rainy days

50) Give lip balm with the practice name to hygiene patients

51) Promote the doctor