The Often Overlooked Key Ingredient to Achieving Orthodontic Patient Loyalty

At Acctuech we understand the importance of providing outstanding quality orthodontic products and customer care.  We want your patients to be more than satisfied with our products so you can achieve your goal of quality orthodontic treatment.  In addition to achieving quality care, it is also important that the entire patient experience is positive.  One of the best ways you can improve patient loyalty is by unifying your staff to provide outstanding customer service.

Your entire orthodontic staff is YOUR BRAND! Patients will remember how they are treated when they visit your practice. When your team consistently offers pleasant and professional experiences, you create the foundation for a long-lasting relationships.

5 Areas of Focus to Create Good Customer Service:

1.     GOOD listening skills. Listen to understand verses listening to form a response.  If you do not truly understand what your customers’ needs or concerns are it is impossible to meet those needs. 

2.     Be authentic. People are smart, and they can see right through someone who is insincere.  This is the quickest way to lose someone’s attention and it can turn into a negative very quickly.

3.     Keep focused on the positive. Do whatever you can to be in the positive, to say “yes”, and to make things as easy for your customer as possible.

4.     Be reliable. Stand by your word. Deliver what you promise and do what you say you’re going to do – period – no excuses.

5.     Be humble. Know how to be genuinely gracious and thankful. More importantly, know how to sincerely apologize if things are not satisfactory and make them right.

A final thought on keeping customer service at the forefront of your practice; “If you aren’t taking care of your customers, your competition will.” Customer service can either be nothing more than a means to an end, or it can be a dynamic aspect of your entire practice. Engaging customers and helping them get the most out of your services will give them a reason to tell others why they love your practice. Cultivating good customer service skills will grow customer loyalty.