You want to deposit your savings at a bank, so you need a trustworthy institution you can rely on and that offers you the best solutions for your situation.
From the moment you enter, a pleasant ambient scent greets you, and an office manager who seems to have been expecting you to walk into the bank at any moment.
That same office manager invites you to the desk for the services — not before first presenting the other departments — and asks whether you would like something to drink, perhaps a tea or a coffee. An interactive discussion follows in which the financial plans that could grow your savings are presented, and you receive all the informative materials. The same consultant walks you to the bank exit, offers a business card, and thanks you for the time allocated.
You think of going to another bank as well, to see all the options you have. But unlike the first bank, here you have to wait; there is no one available to guide you to a desk, and when you are finally taken on, the office manager is called away by a colleague and you have to wait again. True, the interest rate was a few percentage points higher, but the experience you had at the bank did not leave a good impression at all — you even left with the feeling that you cannot leave your money in these people's hands.
In other words, your experience at the bank was heavily influenced by that office manager, who shaped — without you really realising it — your perception of the bank. And did it so well that you did not care at all about the financial benefit the second bank had offered you.
Think that the same thing happens in your clinic. If your dental office manager has a professional attitude and uses empathy to make your clinic a welcoming environment that the patient returns to with pleasure every time, then your clinic has something to gain.
Patient satisfaction is not measured in figures or in a price list; it consists above all in the small things you do for your patients.
In the end, everything matters — because the performance of your dental practice is measured in the satisfaction of your patients.