Paying Attention To Customer Service Details

No matter how large your practice grows, always treat each patient as if they are your only patient.

I’m live from the Bahamas while on vacation with my family on a Disney cruise for this week’s tip.  Since I’m always looking for tips and strategies to share with you to grow your practice and get more patients, I decided to set up my camera right there on the beach and shoot you a quick video.

I’m sure you know by now I am an avid Disney fan, not only because of the products and services they offer, but for their desire to provide exceptional customer service.  The boat was docked at Disney’s private island Castaway Cay, which serves as a private beach exclusive for Disney cruises.

When you watch the video I show you the beach we were hanging out on, along with a few thousand of our closest Disney friends.  But while there are a lot of people here all at once, it doesn’t feel packed because Disney is very good at crowd control.

Click on the video image below to watch.

And that is where the insight I want to share with you ties in.  If you have a busy office, you don’t want to patients to feel like one in a massive herd.  You want to be sure everyone feels like they are getting the VIP treatment and feels appreciated each and every time.  This is where I feel Disney is such a great business to showcase because they do a lot of little things well to maintain the experience.

In the world of high dollar investments, (and dental care falls into that category, too) to remove yourself from the commodity trap, you have to focus on the customer’s experience and how you made them feel.

Disney is always evolving and ‘upping’ the customer experience to the next level and you should be doing the same in your practice.  I want you to run through what the total start-to-finish patient experience is in your practice.  Then sit down and think about what you can do to improve it.

Just like sitting on the beach at Disney, or their dinner service, even when you are one of their 4,000 guests, you don’t feel like you’re just another number.  They go above and beyond to ensure everyone is having a great time.  So even though you are growing in your practice and your patient numbers, you should always maintain the same level of service.  Never lose that.


In this video, you’ll learn about:

  • A business lesson from Disney
  • Attention to customer service detail
  • Maintaining VIP treatment for your patients
Please take a few minutes and watch the video above– do it for you and for your practice.
I wish you nothing but success,