How My Dentist’s CRM System Made Me a Loyal Patient

woodharbinger3_1122-Edit_1by Margaret Felts, CPSM

Every year, twice a year, I go to the dentist, get my teeth cleaned, identify any issues, or treat found issues. When I was selecting a dentist, I wanted someone in my network, but I didn’t know who to choose. A friend of mine recommended someone, and I gave him a try.

During my first visit, I remember feeling comfortable and that I could trust his advice. It was each subsequent visit that really solidified the fact that I’d made a great decision. My dentist and the hygienists asked me about my summer and winter plans, vacations, and experiences. They noted what I said in their patient record program on their computer so that 6 months later, when I’m back, the hygienist can ask me about my dog or garden, hiking, vacations, and more.

More than a Cleaning

I have never been scared or anxious about going to the dentist, but this added aspect of feeling like a valued customer makes it that much better of an experience. As the years have gone on, my dentist has moved out of my network, but I can’t imagine going anywhere else. I appreciate the time that they take to note the eventful things that I share, and then ask me about them later on in the year. I know that their business is dental health, but taking the time to focus on the person as a whole is why I keep going back. I enjoy being treated like an individual and like I matter each time I go in, even if I only see them twice a year.

Client Care in Our Industry

Just like my dentist, most AEC firms use some kind of customer relationship management (CRM) database. The CRM system can be used for so much more than just storing contact information and project details. We can apply the same type of service in our day to day engineering and design projects as my dentist does, giving our clients this personal touch and making them feel special by asking about their vacation, kids, pets, etc. If we can provide this level of client care and service, our clients wouldn’t think of choosing another design firm; they would come back again and again because they’re getting more than just engineering services. They’re getting treated like a person, an individual, and treated like we care.


Follow Margaret on Twitter @MFelts_WH

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One Comment

  1. Jeff Yirak
    Posted November 10, 2015 at 9:13 am | Permalink

    This really puts a bow on the whole CRM thing. I’ve focused on the steps of CRM, and almost lost sight of the objective. It’s about PEOPLE, not just data. Nice article.

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