Conclusion

The bottom line is this: as consumers, patients are not drawn to a dental practice just for a product or dental treatment. They want a superior product and excellent customer service. The dentist provides a superior product through advanced training, modern equipment, and quality materials. Providing excellent customer service is the responsibility of the whole dental team. Unless the team is happy with the office environment, they cannot be motivated to provide excellent customer service. Team member motivation to WOW! patients are contingent on how well their hierarchy of needs is satisfied.