A Little Bird Told Me...

    ...about what she looks for in a dental practice.  Susan Bird posted an article on her Bird's Eye View weblog in response to a comment I made about an article she wrote about hospitality.  When Susan talks I sit up and pay attention.  Not only is she a communication expert, she cuts to the chase and says things clearly and makes a lot of sense. 

    Susan's dentist is located in Manhattan and has some ideas I hadn't thought of.  He has a section of his reception area set up with a table and chairs with computer access.  I bet a lot of people love that.  Susan makes the point that all the niceties in the world don't matter if the dentist and staff aren't top notch.  I think it quickly becomes apparent to patients that the staff thinks the world of their dentist or, unfortunately, if the staff thinks very little of the dentist.  My boss, Dr. Jeff Price, is absolutely the best dentist I've ever worked with.  Our entire staff speaks with pride when we talk to our patients about what he can do to help them.  That is one of the most important patient services you can provide; a sense of profound security in the skill and character of the dentist and his staff.  When a team admires and respects each other it comes through loud and clear in the way they relate to each other, the way they carry themselves and the way they treat their patients. 

    Spa treatments and theme rooms are gaining popularity these days, but no amount of add-ons can divert attention away from a team that doesn't function well together or a dentist who isn't meticulous and caring in his/her treatment.  I can remember moving here 20 years ago and going to a dentist for a new patient exam.  I was seated in an operatory and left to linger for 20 minutes.  When the dentist finally arrived he was stand-offish and did a cursory exam and said, "Make an appointment with the hygienist." and left.  That's it.  On the way out the receptionist presented me with a rose.  What a weird dichotomy.  Ice cold treatment topped off with an insincere gesture of caring.  I wanted to suggest, "Show me you care about me as a patient and a person and you won't have to waste your money on a bunch of roses every day."  So I think I would suggest that you make sure you've got your basics covered and then find out what your patients will value in the extra creature comforts that you'd like to provide.  Thanks for the great post to bounce off of Susan.  You made my job easy today.

Comments

[Boston Implant Dentist]

Excellent observations. Too many dentists spend hundreds of dollars on implementing "patient referral" systems... yet totally ignore the fact that if you make your patients feel comfortable and appreciated, they will be far more likely to refer others, all of their own volition. And they'll be far more loyal as well.