Who is doing who a favour?
Everywhere I look now people seem to be banging on about customer service in dentistry. It seems that we have come to this really late and only now realise that patients actually appreciate being looked after in a polite and genuine way.
One of the problems of trying to instill a culture of high-level customer service in your practice is that some people just don’t get it.
Recently I stayed at the Crown Plaza hotel in Liverpool and I encountered the same person on reception 3 times during my visit.
‘Kayleigh’ was probably about 25 years old, very well presented and very well dressed. She was polite at all times and never said anything untoward. The problem with Kayleigh was that she definitely gave you the impression that she was doing you a favour by being present. Although she never did anything wrong her attitude was snobby and snooty and each conversation finished with a smile, which looked as though it would crack porcelain.
I have thought about these things for a long time and how best to try to explain to people the best way to provide customer service or patient care. The word that comes back to mind all the time is ‘care’. If you care about the person that is stood in front of you or you care about what happens to them you will never go far wrong.
That is the test, just care about the people who come to your practice.
