By Lisa Philp, RDH, President of Transitions Group North America
Dentistry is a people service industry. As in any service-based business, it is almost impossible to avoid the occasional disgruntled client who will not return. Sometimes we can even view losing a specific client as a blessing in disguise. However, we all have the universal desire to build our practice upon loyal clients who refer their friends and family.
This can be achieved by looking at our practice and all its services from a different perspective: our clients. This is easy to do when we consider we are all clients of some type of service. What is going through our mind?
“Isn’t it normal to expect satisfaction for one’s money spent? Ignore my wants and I simply will cease to exist. Satisfy those wants and I will become increasingly loyal. Add to this satisfaction any personal attention and friendly touches you can dream up, and I will become a walking advertisement for your services.” *
“When I criticize your services (which I will certainly do when I am displeased and to anyone who will listen to me) take heed. I’m not dreaming up displeasure; the source of it lies in something you failed to do to make the experience as enjoyable as I had anticipated. Let’s first find the source and eliminate it..or you will lose me and my friends as well!”
“I’m much more sophisticated these days than I was a few years ago. I have grown accustomed to better things and my needs are more complex. I am perfectly willing to spend more money with you..but I insist on good service from you.”
“I can’t stand being snubbed, ignored or looked down upon. I am proud. It’s important to me that you recognize my importance, that you appreciate my business. Whatever my personal habits may be, you can be sure of this — I am a real nut about the type of service that I receive. If I detect signs of carelessness, ill manners or misconduct, you won’t see me again”
It all comes back to the premise behind the golden rule; treat and provide for your client in a way that would meet and exceed your own expectations, and watch your practice grow and thrive.
* Words in italics adapted from the poem, “I am your patient,” Author Unknown