What value-added services can do for your practice and patients

July 28, 2015

While I love many things about living near the Rocky Mountains, the service department at my new Lexus dealer is not one of them. For my last service appointment, I pulled in, got out of the car, and looked around. No one was waiting on me.

Dayna Johnson shares her value-added story with us in our new e-book.

Here’s a story for you. I recently moved from Washington state to Colorado and brought my Lexus with me from the Pacific Northwest. I always have and always will take my SUV to the local Lexus dealership for regular service and maintenance … and I fell in love with the service that I was given at my dealership in Seattle. It was great. When I pulled in, someone met me with a smile, opened the door for me, and made sure I was taken care of. That was my standard of care … until I moved to Colorado.

While I love many things about living near the Rocky Mountains, the service department at my new Lexus dealer is not one of them. For my last service appointment, I pulled in, got out of the car, and looked around. No one was waiting on me. No one even knew I was there. About five minutes later, one of the technicians came around to ask if I needed some help and pointed me toward the service reps. Two of them were on the phone. The third was eating lunch and oblivious. Finally, when one got off the phone, he asked me in a very incredulous tone, “Are you here for service?” No, I just pulled in here looking for the closest route to Denver (sarcasm). He didn’t ask my name. He didn’t ask what he could do to help me. He seemed as if I was bothering him. Wait … I am the customer, right?

Sadly, some dental practices have forgotten about the customer as well. In my years of being a practice management consultant, dentists and team members have often asked me how they can distinguish themselves from the practice down the street or across town. Well, sometimes it’s as easy as adding a new service or special little touch that can make the difference between your dental practice being a destination patients enjoy or dread.

Click here to see the five things that I have personally seen dental practices implement and make their patients feel special.