In order for dental labs and dentists to keep patients satisfied, they need to keep dental patients’ needs at the forefront of everything they do. So how can dental labs work with dentists to keep dental patients happy? Make communication easy, honest and enjoyable.
Dental labs must not only open up multiple lines of communication – phone, email, website, social media, text – but must listen to what is being said. While this seems obvious, how many times have you had a dental case shipment sent back-and-forth because the dental materials didn’t match the dentist’s specifications? Listen to what the dentist needs, and map out what your dental technicians must do in order to meet those needs.
2) Be Honest
Similar to #1 above, dental laboratories must be honest with their dentists about which services they provide and within what time frame. A simple “yes, we can do that” or “it’s going to take one day longer than expected because of XYZ” goes a long way towards reassuring your client, and more importantly, enabling dentists to fulfill their promise to their dental patients.
3) Follow Up
The relationship doesn’t end once the shipment has been sent. Dental laboratories must have their dental team follow up with each dentist to verify that not only the dental case was received on time, but that it met the needs of both the dentist and the dental patient. Follow up with your dentists by asking “How did the material fit?” and “Was the patient happy?”