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
PCSO Business
PCSO at a Glance
Case Report Pre-Treatment
Case Report Post-Treatment

Pacific Coast Society of Orthodontists Bulletin Fall 2013