Lessons in Customer Service From Walmart for Your Dental Practice

Walmart? A Pioneer in Customer Service?  What?!

When you think about Walmart, you don’t always think great customer service. You think low prices.

Amazon is a huge competitor for Walmart. Trying to keep up a mail order system, Walmart has had to start thinking outside the box. Finding new ways to appeal to their customers and re-develop their systems.

Out with old and in with the new. Walmart reset their model, started focusing on customer service and hiring new employees in key areas of their stores.

Have you heard of or tried the Walmart grocery pickup service?

It’s phenomenal. Makes life easier. Order your groceries online, choose a convenient appointment time for pick up and have your groceries loaded into your car without setting foot in the store.

Michael is my Walmart concierge. (Sounds super fancy and a title he rightfully deserves.) He knows when I’m leaving my house to pickup my groceries thanks to their smartphone app that I use to check in online and it follows my car. So when I arrive, he walked out the door with my groceries all sorted and ready to load. Each time he greets me by name and on Mother’s Day, he presented me with a signed card from the entire grocery pickup team. Talk about a WOW experience.

On my first visit, they presented me with a gift bag that included gourmet soup, a high-end granola bar, and a hand moisturizer. The gift bag doubles as a small lunch bag so when I bring it into the office, it’s always a conversation starter about their service.  Also in the bag, I got a card to give to a friend for $10 off her first order and I also got a $10 credit for a future order. Seems they have their care to share systems firmly in place.

I don’t have to drag my kids in the store or search for things when they rearrange their shelves or move the coconut milk for the 30th time. I don’t over spend, no impulse buys and in turn my grocery bill has gone down. And best of all…this new service doesn’t me anything extra.

Walmart makes it SO EASY to choose them!

They found a way within their existing model to provide a higher-level service. What about you?

What can you solve for your patients? How can you simplify things for them?  How can you stand out?

I want you to sit down and brainstorm with your team. Focus on building loyalty and how to be the customer service leader in your industry.


In this week’s video, you’ll learn:

  • The benefit of thinking outside the box
  • The importance of building loyalty
  • How to be a leader in customer service

Please take a few minutes and watch the video above– do it for you and for your practice.
I wish you nothing but success,