On occasion I will invite guests to write a blog post. Today, I have invited Mary Beth Bajornas (www.DentalSupportSpecialties.com) to share her perspective on dental customer service. Mary Beth is an awesome resource and I’m happy to introduce her to you! Keep Smiling!
Customer service sure seems dead, doesn’t it? Customer service, GOOD customer service to me, is being able to positively connect with a service or care provider when I need them, be treated with kindness and respect and have my needs taken care of promptly with no hassles.
How many times have you called a service provider during normal business hours and been treated to the following?
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I see mixed economic signals. Housing prices are down and unemployment numbers are still too high, yet people seem to be spending money on things they value. Is it possible that we are beginning to turn the corner regarding consumer spending on dental care? Call me an optimist, but I believe so!! While our practice is a general dental practice, Dr. Nielson has advanced training in cosmetic dentistry and complex care cases. When the economy started to decline, we also experienced a decline in these bigger cases. This is all very predictable. We managed to not only survive the soft economy but we were able to grow by focusing on the general dental elements of our practice. I saw the very same situation with many of our clients. Things are changing.
Dr. Omer Reed shared that quote with me many years ago. It’s as true today as it was then. One of the things that make dentistry such a unique and gratifying profession is the personal relationship we have with our patients. Patients are not just anonymous customers, but they become part of the fabric of our lives and we become an important part of their lives. Unique, wonderful, and challenging all at the same time!
One of the things I have learned in creating a thriving practice in a soft economy is that the era of ‘sleepwalking is OVER! Let me explain. What I mean by sleepwalking is when you show up to work in the morning, punch the time clock, sleepwalk through the day and then punch the time clock on the way out. The dentist can be as guilty of this as the team members. Those days are over. Gone, dead, buried, and not coming back! One of the keys to a thriving dental office is to learn how to practice with intention.
About a month ago I began publishing the audio podcast titled the 
There is a tremendous difference between making a living and making a life. I have spoken about that concept often to dentists over the years. However, this is a topic that applies equally to your team members. Making a living conjures up images of trudging off to work, doing mind-numbing things to collect a paycheck. Sadly, this is what going to work feels like to many dentists and if the dentist feels that way, the staff feels even worse! One of the things I’ve noticed is that a dentist making a living has a staff (staph!), while a dentist making a life has a team. A dentist and team making a life on the other hand look forward to going to work because they know they are making a difference in patient’s lives and also in their own.
