Tag: customer service

Problems Dental Practice Leaders Must Tackle Head-On

By: Trude Henderson You must always remember that, essential as it is, technical competence will not by itself enable your dental practice to realize its full potential. From our own experience, we have concluded that practices only become sustainable when their leaders model a service-oriented culture and seize opportunities beneficial to all stakeholders. This includes pinpointing and solving problems as swiftly as possible and then preventing their recurrence. You solve a problem when you understand the relationship between cause and…

A Metrics-Based Approach to Gauging Dental Patient Loyalty

Dental patient Loyalty

By: Trude Henderson In his “Why you have fewer loyal patients than you think, and what to do about it,” published in Dentistry IQ on June 30, Steve Klinghoffer addresses the problem of patient retention. He begins by saying that every dental practice has three kinds of patients: “Raving fans.” This is self-explanatory. “Attendees.” These are patients who have been with a dental practice for years, but come only sporadically and don’t provide referrals. ‘Vulnerable Patients.” These visit only when there…

Aligning the Dental Practice Employee With the Customer Experience

teamwork with identify

By: Trude Henderson   We urge you take a look at Siobhan Doran’s blog post entitled, “The Power’s in the People,” which appeared May 9th on the website of TQMI, a company specializing in employee experience consulting. Doran’s thesis is that organizations should to tear down the divide and strive to align the customer and employee experience. She says that this can result in greater employee satisfaction and retention, as well as improved customer service.   Our takeaways from Doran’s…

Steven Klinghoffer’s “The Millennial Effect” Addresses a Major Challenge to Dental Practitioners

An article in last May’s issue of Dental Magazine, “The Millennial Effect,” by Steven Klinghoffer, poses the difficulties pediatric dental practitioners face in winning and retaining millennials, the racially diverse generation comprising those who reached the age of 18 to 34 in 2015. The key points: First, Klinghoffer points out that millennials have high expectations.  With access to a surfeit of information, they tend to be well-aware of a wide range of options and to be very selective about the practice…

CX Interview – Dr Vadi Vojdani, Island Dental (Part 2 of 2)

(In the second of two installments, iDENTify is honored to provide Ben Motteram’s interview with Dr. Vadi Vojdani. Part 1 of 2 was published yesterday, 6/6.) Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry. Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more to her patients…

How Feedback Enhances the Patient Experience

By Trude Henderson The term patient experience can best be defined as “everything encompassing what a doctor and his/her staff says and does, what a patient says and does, the nature of the office environment and the policies and procedures, both formal and informal, that govern a practice.” Practices can use patient feedback to monitor patient reactions to their experience to ensure that high care and treatment standards are maintained and, if necessary, improved. Patients, especially those with introverted personalities,…