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Customer Service Mistakes to Avoid in Your Dental Practice

Frustrated Woman

Frustrated WomanYour dental patients know that if they get subpar service at one dental practice, there are a wide variety of others that can provide the same great dental procedures in addition to great customer service. Patients expect a standard of customer service and a failure to meet these expectations can result in losing dental patients and referrals. 

Customer Service Mistakes to Avoid Making 

Below are a few of the common customer service mistakes made in the dental industry: 

  • Interrupting your patients – Interrupting anyone can make you seem selfish, unlikeable, or unfocused. This goes double for your patients! Many dentists tend to interrupt patients during case presentations to make clarifications or anticipate questions. This is often meant to be helpful but does not come off that way. 
  • Disagreeing with patients – Disagreeing with your patients or refusing to comply with simple requests from your patients is tantamount to saying, “our office doesn’t value you.” We recommend that, as long as a request isn’t unreasonable, you go out of your way to find solutions for your patients and make sure that they’re satisfied. If your office doesn’t have a “the customer is always right” mentality, you may lose patients. 
  • Ignoring your patients – It’s important that you and all of your staff members know that ignoring a patient is not acceptable. Excellent customer service requires that you focus on your patients and listen fully to what they’re saying. Make it a rule that, when patients are in front of you or your employees, you’re completely focused on them and their needs. 
  • Not helping with insurance – Patients don’t feel like insurance issues are their responsibility. Technically, it doesn’t matter if they’re right or wrong, their perception is reality. This means that if you don’t assist them with insurance needs, they’ll find an office that will. Patients find insurance issues to be confusing, so it’s important to have a staff member who can help them navigate their insurance. 

Here at Dental Insurance Credentialing, we know that your dental practice has the potential to be successful, profitable, and capable of providing excellent customer service. While you’re working on making your patients happy, allow us to take care of your dental office’s credentialing application process & dental insurance analysis. For more information, contact a insurance credentialing specialist at Dental Insurance Credentialing today. 

Posted on Oct 14, 2019

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The best way for insurance companies to make sure profits increase is to collect monthly premiums from their members…
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