Have you ever walked into a business and felt immediately at ease, like every aspect of your visit had been carefully crafted to make you feel valued? These moments, though rare, leave a lasting impression, and that’s exactly the kind of experience we should aim to create for our patients in dental practices.
When people matter more than machines
In a world increasingly driven by automation, the need for genuine human connection is stronger than ever. While self-service technology makes processes more efficient, it often strips away what patients truly crave: warmth, empathy, and the reassurance that only comes from human interaction. Without that, patients may start to see your practice as just another faceless provider, where price becomes the primary factor in decision-making.
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Think about the way luxury brands operate—every step of the customer journey is carefully considered to make people feel special. In first-class flights, for example, passengers are pampered by attentive staff rather than left to self-serve. It’s this elevated service that justifies a higher price. In the same way, your dental practice can stand out as a 'luxury' experience when personal touches are prioritized over efficiency-driven automation.
How can we use this knowledge in dental practices?
Personal contact builds loyalty
Dental practices have a unique opportunity to position themselves as a ‘luxury product’. We have direct contact with our patients - an opportunity that many businesses in other industries have lost. When dental practices choose to automate parts of the patient experience, such as by introducing self-service terminals, they risk creating a distanced and impersonal experience. This sends a signal that doesn't align with the promise of ‘quality and patient-centricity’.
Do your patients really understand why they should pay more for your treatment if their experience doesn't feel exclusive? Or could they end up feeling like they're just another number in line?
How to create the best patient experience
If you want to give your patients an extraordinary experience and create long-lasting relationships, you might want to consider
Remove self-service machines: Nothing says personality more than a smiling person who greets your patients, remembers them and listens to them.
Invest in your team: A great receptionist who remembers your patients' little stories and makes them feel seen and heard can be worth their weight in gold.
Be consistent and sincere: Make sure everyone in your dental practice is well-informed and engaged. Having the dental assistant remember the next appointment or details of previous visits can be a huge benefit to the patient's overall experience.
Communicate clearly: It's reassuring when patients are given clear information about what happens next, the consequences of not receiving treatment, the costs and the schedule - and this should be repeated both in the treatment room and at the front desk.
By focusing on these elements, you can transform your dental practice into a place where the personal experience is at the centre and where patients are not just customers - but loyal ambassadors who tell your story.
Ready for the next step?
Ready to create a patient experience that goes beyond treatment and builds loyalty? I’m here to help you design a journey through your practice that patients will love. Let’s connect and discuss how to make every patient feel like they are receiving first-class service.
Thank you for reading and for your commitment to improving patient care. I’d love to hear from you and explore how we can elevate the patient experience at your practice Mail@HattConsulting.com
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Thank you for reading
Many kind regards
Dentist, consultant, author & coach
Jesper Hatt
P: +41 78 268 0078
‘At Hatt Consulting, we understand that dentists and practice owners have big dreams and goals for their practice. We are dedicated to helping you turn your ambitions into reality through personalised consulting, tailored online and in-house clinic training.
Whether you want to improve management skills, optimise dental practice operations or build an exceptional patient experience, we are here to guide and support you on your journey. We offer customised solutions to fit your unique needs and goals.
Contact us today and let's create a strategy and action plan together to help you achieve your dreams and create a successful and sustainable dental practice. Let's work together towards a future where you thrive as a dentist and practice owner.’
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