Customers will never love your dental practice until your team members love it first. A winning culture starts with leadership and is expressed through vision, mission, actions, expression of core values, and teamwork. Through positive communication, create and preserve a unique culture focused on the customer. Differentiate your office from other dental practices by nurturing a culture of service.

Care

Focus and dedicate time and attention to your customer service experience. Maximize your opportunity to create delighted, fulfilled, and happy patients. Through friendliness, appreciation, service, and surprises, optimize team engagement in providing outstanding patient care. Delivering amazing service consistently elevates your practice to a level of excellence.

CLIMATE

By creating a climate of team empowerment, customer service management systems are implemented to eliminate mistakes, rework, breakdowns, inefficiencies, and unwanted variations in the delivery of patient care. By prioritizing your customer service areas of improvement, service consistency is created. Five-star customer service is more than a business strategy; it is a philosophy that touches the human spirit.

Author Information

Ann Marie Gorczyca Gorczyca is a Clinical Adjunct Professor of Orthodontics at the Arthur A. Dugoni School of Dentistry, University of the Pacific, where she speaks on practice management topics including marketing, teamwork, treatment coordination, customer service, management systems, and human resource management. She has been a speaker at the 2011, 2012, 2014, 2015, 2016, and 2017 American Association of Orthodontists (AAO) Annual Sessions. In teaching and private practice for over 27 years, Dr. Gorczyca is formerly a faculty member at UCSF School of Dentistry, she has received teaching awards from UCSF and the University of the Pacific Dental Schools. Dr. Gorczyca is a Diplomate of the American Board of Orthodontics and a member of the Angle Society of Orthodontists. She is in private practice in Antioch, California. This is her third book.