This year marks the 40th anniversary of Clifton Oral and Maxillofacial Surgery PA, and our commitment to customer service has never been greater. Patients are consumers in the truest sense of the word. They view dentistry as a service that can be provided in many different offices. And as such, they intend to be satisfied with the entire interaction. From the moment they contact the office for the first appointment, they are starting to form an opinion of the office. By the time they have met the doctor, they may have already formed an opinion about the quality of the office and the type of care they will receive.
In our practice, the staff is fully aware that their interactions with the patients before and once they arrive in the office are of the utmost importance. Assuming everything goes well, now it is time for the doctor to enter the picture. Assuming that the patients are “normal,” they are fearful, generally uneducated on the procedure that will be done, and have real concerns about the cost and possible pain. Now the doctor must establish a relationship, review their medical history, explain the patient’s condition, give a treatment plan and options, and answer any questions the patient may have. All of this must be done in a relatively short period of time. The manner and quality in which all of these above-mentioned tasks are achieved will either convince the patient to have the treatment with this doctor or seek treatment elsewhere.
In addition to the way in which the staff handles themselves, taking time to explain things to the patient, not rushing through the four steps above, and truly showing that you care for the patient is essential to establishing excellent customer service. In our office, we are champions of customer service and provide quality care in a compassionate environment. From the moment the patient first speaks to the initial staff member to the ultimate goodbye at the final postoperative visit, our patients know that, although they don’t want to be in our office, they have come to a special place and have received quality care. The doctors routinely receive unsolicited compliments about our staff. And we ask every patient to write a review. Why? Because Google is where patients look for information. This is where they can hear other patient’s stories and understand what others think of the doctors and staff. This information will allow the patient to decide whether or not to call the office and make that first appointment!
I mentioned above that we are champions of customer service and quality oral surgery care. Now I can support this by mentioning that we have surpassed our 1000th Google review with a 4.9 rating. We are extremely proud of this achievement. For more than a decade, Dr. Lindsay Scoggins has embraced this mission. She embodies the goal noted above of providing superb customer service and quality care in a compassionate environment. Leadership in the office starts from above, and Dr. Scoggins sets the tone for this daily. Shortly you will hear her life, journey, and thoughts. I’m sure you will agree that she is an outstanding provider in all aspects. And if you need more proof, take a moment to read her Google reviews!
Dr. Glenn Gorab
Discussing which implants to choose for individual patient care is another way of providing customer service. Read Dr. Steven Enea’s introduction, “Dental implant education — what you and your patients deserve,” here: https://implantpracticeus.com/dental-implant-education-what-you-and-your-patients-deserve/
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