Customer Service Archives

6 Mar 2024 • Blog, Practice Management

The Crucial Role of Persistence in Customer Follow-Up

Just as was demonstrated when football manager Jurgen Klopp received a phone call from his dentist during a Liverpool FC press conference recently, one of the key elements in successful patient management is the art…

22 Sep 2023 • Blog, Practice Management

Customer Experience not Service

As more dentists transition from NHS to private dentistry, to stay ahead of the pack, Area Manager, Gary Nelson urges practices to concentrate on providing an outstanding experience for their patients, not just good service.…

1 Nov 2022 • Blog, Dental Landscape

Keeping things in the family – Zoe Close

In another of our occasional series of blogs about why people like to work with or for Practice Plan, Area Sales Manager, Suki Singh, speaks to Head of Sales, Zoe Close about what keeps her…

7 Jun 2021 • Blog, NHS

Can and should NHS dentistry return to normal?

Practice Plan’s Sales and Marketing Director, Nigel Jones, explores whether NHS dentistry will return to the way it was before the pandemic – and questions if anyone wants it to… It’s hard to think…

30 Sep 2020 • Podcasts, Practice Management

Communication at the heart of your dental practice

Barry Oulton, dentist and communication expert, talks about the importance of communication during these changing times. He explains how to recognise areas of focus for the dental team and practice. What you’ll hear: The importance…

27 Aug 2020 • Podcasts, Covid-19

Customer service in the post lockdown world

Fern Lloyd, Videographer, talks to Ashley Latter, Dental Business Coach, about the importance of customer service in the post lockdown world and the dos and don’ts to getting it right. What you’ll hear: Is getting…

1 Apr 2019 • Practice Management

Every second counts

Kevin Lewis shares the results of research into interactions between clinicians and patients, and discusses their relevance to dentistry when it comes to building rapport within the limited time of appointments…

25 Jun 2018 • Practice Management

The rise of ‘patsumers’ – how can your practice meet their needs?

An emerging phenomenon driven by the impact of technology is set to directly influence the future of dental practice as we know it. The rise of the ‘patsumer’, a new buzzword to describe patients who…

10 Apr 2018 • Podcasts, Marketing and Design

The importance of listening to your customers

What can happen if pushing the objectives of the practice take priority over listening to what the patients want? Les Jones explains…. What you’ll hear: How your team are your brand as far as the…

2 Jan 2018 • Podcasts, Practice Management

Lisa Bainham explains why you should zone your appointment book

With 18 years experience as practice manager at The Old Surgery in Crewe, Lisa Bainham is well placed to share tried and tested methods to help you fully utilise your appointment book. She explains the…

13 Dec 2017 • Blog, Marketing and Design

How in tune are you with your customers’ communication needs?

I recently received a promotional letter from a well-known dental magazine regarding advertising opportunities within their publication. On the back of the letter, encouraging me to respond, was a faxback form. A faxback form?!? I’m…

24 Nov 2017 • Marketing and Design

Are you exceeding your patients’ expectations?

I was recently invited to a VIP event at my local car dealer – where I had bought my current car. The invite, which came in a beautiful parchment envelope tied with a red ribbon,…

18 Oct 2017 • Marketing and Design

Ryanair is a lesson about brand for all businesses

The low-cost airline, Ryanair, cancelled 40-50 flights a day in September, giving their customers as little as 24 hours’ notice. They say it’s a decision that had to be taken because of poor management and…

29 Jun 2016 • Practice Management

How to prevent and resolve patient complaints

Business coach Dr Jane Lelean talks us through the pneumonic PERFECT complaints, with hints and tips on how to prevent and swiftly resolve any complaints that come into your dental practice so that you can…

3 Oct 2014 • Marketing and Design, Practice Management

What is it About Selling That Makes You Uncomfortable About Selling to Your Patients?

It won’t come as a surprise that being able to communicate is a top-of-the-list requirement for any modern-day, forward-thinking dental practice, especially when past research from the BDIA shows that patients are now keener than…

19 Sep 2014 • Marketing and Design, Practice Management, Our News

How to Market Your Dental Practice

Practice Marketing Coordinator, Becky Lawrence, shares her experience of heading over to Solihull to hear Les Jones impart his wise words of marketing wisdom!

6 Aug 2014 • Marketing and Design, Practice Management

The Best Kept Secret in Town – Part 1

What I love about my team is their enthusiasm to see the practice succeed. Last year, I threw it open to them to help me shape the practice’s marketing plan for 2014. One of the…

1 Aug 2014 • Marketing and Design

Five Top Tips From Marketing Expert Les Jones.

Les Jones, The Business of Dentistry Magazine’s Editor and Marketing Director of Practice Plan, will be touring the UK in September, delivering a series of one-day marketing masterclasses entitled ‘How to Market Your Dental Practice’.…