Pacific Coast Society of Orthodontists Bulletin Fall 2013 - (Page 10)
PRACTICE MANAGEMENT DIARY
Service Behavior
A
By Gerald Nelson, DDS, PCSO bulletin Editor
re your patients’ families happy to
be in your office? Will the reviews
they post on the Internet please
you? Providing top-quality service
is a skill that few individuals learn
at home, but your team members can be trained
to do so. Employees at many of the stores we
frequent these days have learned how to provide
good customer service. When I go to Home Depot,
for example, to supply materials for my weekend
chores, if I ask a sales person to locate an item,
they drop what they are doing and take me there.
Used to be, I was given an explanation with aisle
numbers and a lot of hand gestures—after which I
got lost anyway.
With this standard prevailing in our local stores,
we have to set a high bar for customer service
in our offices. In my own office, we sat with our
team and formulated a list of characteristics for
service. The staff decided that the list should be
expressed from the patient’s point of view. Rather
than posting the list, we use it internally. Here’s
what we came up with.
Every patient in our office:
•
Will be given a personal tour of the office.
•
Will receive a business card from the TC
and the RDA.
•
Will be called his or her preferred name in
our office.
•
Will receive acknowledgement for special
events in his or her life.
•
Will get his or her fair share of undivided
attention and pleasant conversation.
•
Will be treated as if he or she is our main
referral source.
•
Will end every encounter with us on a
positive note.
•
Will receive a phone call after a stressful
appointment.
S
10
PCSO BuLLetin
•
FALL 2013
Table of Contents for the Digital Edition of Pacific Coast Society of Orthodontists Bulletin Fall 2013
An Editor's Journey
A Sense of Belonging
To Meet Member Needs, You Have to Know Members
Stronger, More Efficient, More Focused
Service Behavior
Class II, Division 2 Malocclusions, Part II
Dr. Terry McDonald Interviews Dr. Douglas Klein
Mark Douglas, DDS
Vincent G. Kokich, Sr., DDS, MSD
Elastic Wear Tips
AAOF
PCSO Business
Component
PCSO at a Glance
Case Report Pre-Treatment
Case Report Post-Treatment
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