by Janhavi Rane DDS
What does that mean? Sometimes dentists assume customer service means how well the patient’s dentistry turns out. If the veneers are beautiful and the shots are painless that must mean you are providing good customer service right? While dental care itself is obviously important, people often define customer service as a broad mix of services that extend far beyond clinical results. Customer service is usually defined by the type of customer. Elderly patients may be looking for a senior discount, convenient parking or a handicap accessible ramp. Moms may be seeking an office where the entire family can be seen, after school or Saturday hours and may want to know if parents are allowed in the operatory during treatment. Some patients will want to know if you offer a payment plan, if you have appointments over the lunch hour, if you see emergency visits the same day, if you accept American Express, if you participate with their insurance. Some patients will return simply because you are nicer and more helpful than any other office they have ever been to. What patients are looking for is so broad that it’s important to recognize we can’t be all things to all people but we have to try. Insurance is one customer service issue. Some patients will not come to your office if you are not on their list, others will look beyond the list if you meet their customer service needs in other areas that are more important to them. Dental practices or for that matter any service businesses should focus on the type of customer they are trying to attract and will be a good fit with their practice philosophy.
Our practice philosophy comes from trying to create that "Wow" factor so that people start talking about us. Usually most people like to be acknowledged when they go to any service business which I see lacking a lot of times. Years ago I went to Jamaica with my husband and we stayed at the newly opened Ritz Carlton in Montego Bay. It was my husband’s birthday and all I told them on the phone was that I wanted to do something special for him for when we arrived like a cake and champagne in our room. Well, not only did they do that but from the moment we stepped on their property every Ritz staff member from the bell boys, to front desk, to room service and more knew our names and wished my husband a very happy birthday! When they had a beach party that night they wished my husband a happy birthday on the microphone with fireworks in the background. We were greeted by our names wherever we went thereafter for all the 5 days that we were there. That created the "Wow" factor for me and I will never forget it. Am I talking about it 10 years later, you bet I am!
The "Wow" factor stems from going above and beyond your customer’s expectations.
Some of the features that we focus on at our dental offices are making sure we hire the best dentists, the best dental assistants, the best managers, the best staff and work with the best labs. We like to offer each patient exactly what he or she wants in the most modern facility complete with ambiance and technology, and perform those service in the most comfortable and pain free environment with daytime, evening and weekend hours.
We have an accelerated scheduling and appointment confirmation system so that our patients can even get reminders directly to their handhelds or emails an hour before. That is very important in today’s world of I phones, Blackberries and Androids. We pride ourselves on our case and financial presentation skills and work very hard to explain every aspect of the treatment to our patients so there is no confusion in what they are expecting to have done in the chair.
Ultimately, our goal is to provide exclusive dental care by the best team of healthcare advisors, creating lasting relationships with you and your referrals and providing you 200% satisfaction.
I think clinical care should be a given but healthcare providers need to work a little harder on customer service.
Rane’s Exclusively Yours Dental is a state of the art dental practice serving adults, seniors and children in all aspects of dental care including fillings, crowns, bridges, LUMINEERS, dentures, implants, LUMIBRITE teeth whitening, INVISALIGN, one visit root canals, extractions, sedation dentistry and a lot more. Rane’s Dental Aesthetics is our specialty office providing Orthodontics and Periodontics.
Rane’s Exclusively Yours Dental (Main Office) Plainsboro Shopping Center, 10 Schalks Crossing Road, Plainsboro. 609-275 1777. www.ranesdental.com
Rane’s Dental Aesthetics (A Dental Specialty Extension for Orthodontics and Periodontics) New Plainsboro Village, 11 Schalks Crossing Road, Plainsboro. 609-750-1666.