Dental Fear is Real – Creating a Positive Experience
Lets face it, most people dread going to the dentist because it’s typically a painful and uncomfortable experience. In fact, one in five people are actually afraid of going. Having someone poke around your mouth, scrapping plaque, and filling cavities is not something people generally look forward to. If your dental team can create a pleasurable experience for the patient, they will not only keep coming to your practice, but they will bring all of their friends with them next time.
So what makes a patients experience positive? Is it the chocolate ice cream you hand them on the way out? Is it the décor in the waiting room? Or is it the way your team interacts with them during their visit? Ultimately, your patients want to be taken care of and want to feel like a guest in your office. They want to feel comfortable, safe, and relaxed.
Here are a few ways your team can create the best experience for your patients and have them feeling “wow-ed” as they walk out the door.
Make a friendly first impression. Whoever is sitting at the front desk will give your patients the first impression of your entire office. Smile, welcome them to your practice, and assure them they have chosen the right doctor. Be enthusiastic when you greet them even if you are running on three hours of sleep and five cups of coffee. Patients love to be treated like an old friend rather than 1 of 100 patients on a busy day.
Introduce them to your team. Whether they are first time or returning patients, ensure every team member greets them by name. The patients will notice the welcoming atmosphere.
Engage in conversation with them. Ask them about their family, pets, or hobbies and make some connections with your patients. Be sure to acknowledge their wants and needs by discussing goals for their smile. Educate them during their service by letting them know what it is exactly you are doing to them. Give them recommendations and also let them know of any consequences.
Make gentle contact. The last thing a patient wants to experience is pain so be as gentle as possible. Be slow and confident in your movements.
Follow up. After an extensive treatment the doctor or team member should place a call later that day to ask how the patient is feeling. Let the patient know you care.
In today’s rough economy, people are cutting expenses and dental visits are one of them. By providing excellent customer service, you can give them a reason to return sooner. A dental practice that goes the extra mile to create the ultimate positive experience is one a patient won’t forget.
Written by Cathy Warschaw, CPC, ELI-MP
Founder & Make It Happen Coach
www.UpAllNightCoaching.com/dental
800.660.6707
© Up All Night Coaching, 2016
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