Customer Service in Dentistry: The Key to Long-term Success - Dr. David Moffet


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Oct 10 2017 46 mins  

In any environment where people are being served, customer service is of primary importance. Dental practice customer service needs to be a huge priority for every dental office because there is already a built-in “fear factor” of sorts that has to be overcome. My guest today is Dr. David Moffet, my long-time friend who is a Dentist and dental practice consultant who has literally made it his business to learn and teach excellent customer service in dentistry. This conversation is fun and filled with all kinds of insights about what it takes to be the dental practice of choice for your existing patients, making them your advocates to new patients. Find out more by listening.

Customer service in dentistry is all about the experience your patients have.

Everybody seems able to recount a horror story about a visit to the dentist. Sometimes they are laughable and entertaining, but in the end, you don’t want them to be about YOUR practice, do you? Customer service in dentistry is all about the experience your patients have while they are in your office, and the way you set up your systems, train your staff, and even the number of people you have on the clock at any given time are the ways you create that enjoyable experience your patients will tell their friends and family about - in a positive light. Dr. David Moffet shares some of his many insights about how to create a dynamic dental practice that attracts customers instead of repelling them, on this episode.

Your dental practice needs to avoid communicating a nickel and dime attitude.

We all know dental treatment can be expensive. It’s not something that can or should be hidden. But the negative feelings patients may have about the expense can be offset by the type of interactions they have with you and your team. Make their experience more valuable to them personally, more patient-focused so that what your patients receive makes a deeper, lasting impact. Practically, that means avoiding anything that communicates that you’re focused on the fees. How do you accomplish that? My guest, Dr. David Moffet has some great tips to help you make your practice different in those important ways, so don’t miss this episode.

There’s no new secret to success: Treat others the way you want to be treated.

Imagine the typical dental waiting room. There are many patients waiting to be seen, sterile music is playing, hushed conversations are happening in the reception area, the phone rings now and then. It's pretty boring and definitely not fun. Is that what you're aiming for? What can you do to create a different experience for your patients? What can you do to make it enjoyable, different, and even fun? The effort you make in these unnoticed areas are what set you apart, making your practice the go-to office for dental treatment. Join me as I talk with Dr. David Moffet about how to create the ultimate patient experience, on this episode of Talking With The Toothcop.

It’s true in dental practices too: you have to spend money to make money.

Too often, dental practices are run like assembly lines. Patients in, patients out. When it starts to feel that way to your patients, you’ve got a situation that needs to be remedied immediately. Yes, you need to be efficient in order to keep costs low, but not at the expense of the experience your patients have. On this episode, Dr. David Moffet shares some of the best ways you can spend money to create a better patient experience and how they produce a great return in terms of profitability and the ability to scale your practice, ultimately serving even more patients. Be sure you take the time to listen.

Outline of This Episode

  • [0:22] Introducing my friend, Dr. David Moffet and why he’s on the show.
  • [10:58] What good relationships with patients look like.
  • [14:17] Dave’s perspective on creative ways to get to know and serve patients.
  • [23:44] Different cultural backgrounds and effective use of gifts for patients.
  • [34:30] How to handle online reviews to make customers your advocates.
  • [38:25] How Dental practices can prepare new hires for difficult situations.
  • [44:02] Why it’s true that you have to spend money to make money.

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