When was the last time you heard a patient complain?  We all know that too many complaints are a sign that things aren’t going well.  However a practice that never hears complaints, or never hears much feedback at all, may not be in good shape either.

Periodic surveys are an important component of any services marketing plan—especially a relationship-focused practice.  Consider a third party service, like Dentra, that will allow people to feel they can share openly and honestly.  In general, electronic surveys seem to produce more detailed comments.  Once you learn what patient’s value and enjoy most about your practice, you can leverage the information within your marketing plan.

Surveys allow you to learn what you are doing right, and what you may be doing wrong.  What was the most valuable thing you’ve learned from surveys?

Despite the internet, social media and all of the wonderful technologies we enjoy in dentistry, it’s the soft skills that still reign king.  Dr. Barry Polansky, author of the book “The Art of the Examination“, explains that people skills are a prerequisite to a successful private practice and that trust is the highest form of human motivation.

Read more in Dr. Polansky’s “Ask the Expert” column in Dental Economics. Explore Dr. Polansky’s coaching services in his Academy of Dental Leadership.