The Myth Of Knowing Your Customers

Do you genuinely know your patients or do you know what their internet persona wants you to know?


In the information age we are living in, we have access to things like never before.  And social media makes it even easier to connect with prospects and patients in ways we never imagined possible.

But I want to know, do you really know your customers and patients?  Not just their social media persona and from the brief interaction in your business.

We all have the world at our fingertips with our phones and tablets, but it almost gives us a false illusion that we know more than do.

While technology and everything it has to offer is great, trust me, in my business I have to fully embrace all things technology.  There is one downfall to it and that is, it has taken us farther and farther away from really connecting with our customers on the relationship level.  All the technological advances in the world can ever replace a face to face interaction.


I’m talking about a real, live genuine connection.  Think back to the way things were many years ago.  When every town had a general store, not the big box stores we have grown accustomed to today.  The customer knew the owner and the owner knew all his customers by name.  “Oh hey Tom, in to get your weekly supply of milk and eggs for the family?”

Today, you can know everything the Internet can tell you about your favorite patient, Tom, but do you know him in real life? 

I want you to work on regaining that personal connection with your patients.  In a time when businesses are all moving away from that, you will really make yourself stand out by being the most personable dentist in your town.

I’m giving you an assignment to talk to 5 of your patients.  Not when they’re in your office for a visit.  Give them a call, invite them out to coffee and really get to know them.  Learn their spouse and kids names, what they like about their job, what they don’t like.  Find out how you can serve them better.  What are their biggest frustrations?

Once you do this with a group of your patients you will find you have really collected some invaluable intel about your patients and that will really show in the success of your business.


In this video, you’ll learn about:

  • The cons of the internet age
  • The value of regaining a personal connection
  • The myth of knowing your customer
Please take a few minutes and watch the video above– do it for you and for your practice.
I wish you nothing but success,