Notes from Wednesday Live Cast with Dr. Roger Levin

Introduction

• Host: John
• Guest: Dr. Roger Levin, CEO of Levin Group
• Sponsored by: Crest Oral-B
• Focus: Customer Service in dental practices

Dr. Roger Levin's Background

• Founded Levin Group in 1985
• Worked with over 30,000 clients
• Expert in practice success and sustainable growth
• Author of over 65 books and 4,000 articles
• Recognized leader in dentistry

Key Questions to Consider

• How does your practice perceive its customer service?
• Is it possibly better than it actually is?

Principles of Levin Group

1. Grow production every year
   • Office managers' primary responsibility
   • Importance of managing teams and strategies
2. Build a world-class team
   • Avoid micromanaging
   • Focus on growth and development

Importance of Customer Service

• Dr. Levin's passion for customer service since the 1980s
• Based on research from:
  • Ritz-Carlton
  • Disney Corporation
  • Nordstrom
• Patients judge dental practices primarily on their treatment and customer service, not clinical skills

Understanding Patients' Needs

• Patients often don’t know what they want from their dental experience
• It's the practice's responsibility to create a customer service system tailored to its unique patient base
• Five-star customer service practices attract and retain more patients

Trust and Relationships

• Trust is a key factor in patient satisfaction
• Building relationships is fundamental to successful dental practices
• Likability and engagement with patients enhance trust

Strategies for Customer Service Improvement

1. Greet every patient with enthusiasm
2. Tell patients you are glad to see them
3. Run on time
4. Apologize if running late
5. Ask personal questions to build rapport
6. Learn one new thing about every patient
7. Update patients continually during their visit
8. Thank patients at the end of their visit
9. Ask for feedback after every visit
10. Use the word "convenience" in scheduling

Additional Customer Service Principles

• Emphasize positivity and build relationships with patients
• Embrace problem-solving as a crucial aspect of customer service
• Make patients feel valued and appreciated
• Utilize patient feedback for continuous improvement

The Role of Technology and AI in Customer Service

• AI can enhance patient experience and practice efficiency
• Expect AI to help tailor services for individual patient needs
• The integration of AI into practice management is a gradual process
• Focus on how AI can assist in improving customer service, not just clinical outcomes

Conclusion

• Emphasize the importance of a positive attitude and customer service mindset
• Encourage a culture of continuous learning and improvement in practices
• Importance of making patients feel important and valued

Final Thoughts

• Thanks to Crest Oral-B for their support
• Encouragement to share insights from the cast with colleagues
• Recognition of the importance of adapting to new technologies like AI in customer service.