Whether you realize it or not, every patient that comes into your office is incredibly important and valuable. Sure, some patients may only need cleanings or general care that won’t make you the same type of money that you’d earn if you were doing cosmetic dentistry or a root canal. But the fact of the matter is that your reputation as a dentist carries a lot of weight and it’s going to be a huge factor when you try and bring in new clients to your office. Without positive customer feedback, your practice will surely falter and you’ll have a hard time bringing people back. Here are some reasons why customer service is important and what you can do to make sure you are maximizing your efforts.
The Internet is Heavily Used
The internet is incredibly easy to use and it is often the main method that people rely on when they are trying to find a new service. People rely on the internet because they can quickly find out a lot of different information, without having to pick up the phone or even ask their friends. However, the internet also makes it easier for patients to talk about their experiences in an anonymous way. This means that they’ll be more candid about their experience, which is why it’s important that you treat every customer with the utmost professionalism and care. If you don’t, you can bet that they’ll post about it online or blog about it, which will come back to haunt you in the future.
Word of Mouth is Still Important
While the internet may be the most prominent way of communication now, that doesn’t meant that word-of-mouth isn’t still valuable. Even if people will look online to find a dentist that they want to work with, many individuals will first start with their friends or family to get recommendations. If your practice has a good reputation with customers, this will do wonders for the brand. However, if word gets out that you aren’t doing things properly, that will hurt your practice. Keep in mind that people are more likely to remember, and share, a bad experience than they are to talk about the good ones.
Turning Around Your Brand
In the event that your dental practice takes a hit and starts to get a bad reputation, that doesn’t mean it’s the end of the road. Instead, there is always a chance to rebuild your name and work to make the most of restoring your reputation. This may take a bit of work, but it’ll certainly be worth it. When people see online or hear through their friends that a dentist made a diligent effort to get better with their practice, this will be held in high-regard when others are looking for a dentist that they can trust. This is especially true since the latter comments will likely be more valid than the ones made in the past.
Giving Customers Insight
Another reason that people look to customer reviews is to see what it’ll be like when they go to your office. Going to the dentist isn’t something that many people joyfully do. But some of those concerns or tensions can be eased, especially if you have a reputation of being a careful, yet thorough, dentist. The more that you can do before a patient even comes to your office, the easier it will be to keep them satisfied throughout the process.
Your dental practice depends on its name and reputation. This is why customer feedback is so important and it will be a vital part of your ability to succeed. So the next time you have a bad day and accidently to take it out on a patient, keep in mind that it only takes one bad review or comment to put your practice into a compromising position that you don’t want to work your way out of.
