Today’s stand-out businesses realize yesterday’s customer service has been replaced with a new strategy — the total customer experience. It’s defined as every interaction a customer has with a business, added together. A successful positive experience is more likely to create repeat patients who refer the business to others.
“Our goal is to stand out from the rest, to be like no other,” said practice owner Jason A. Monroe, DDS.
Paul Roscoe, CEO and veteran healthcare entrepreneur of Docent Health sums it up this way, “Great clinical care plus a great experience equals patient retention, loyalty and patient advocacy.”
Everyone at Village Green Dental Center puts a high value on patients. Dr. Monroe proudly states, “We make sure that we provide that positive experience from the time you walk in the door to the time you walk out.” By providing a home-like atmosphere, Dr. Monroe says patients are relaxed. “When you’re here, it’s like being at home so it’ll make you more comfortable.”
Leading dental management consultant Roger P. Levin, DDS, agrees. “Patients do not understand clinical dentistry and are not interested in the technical information — they are focused on the benefits they receive!”
The comforts of home at Village Green include a coffee bar in the reception area, free WIFI, and a special play area for children. The office is decorated in soothing tones.
Treatment discussions are held in a consult room where staff sits with the patient, instead of standing over them while they are in the dental chair. Procedures are done at the patient’s pace.
Even anxious dental patients who receive nitrous oxide dental sedation do not ask for it beyond their first appointment. Dr. Monroe explains, “What we find is that we only need to do that normally once, then the patient experiences our office and they become less fearful. It’s rare that we continue to provide such sedation techniques on consecutive appointments.” He went on to say, “We’re going to do our best to make you comfortable so that you don’t see the office as being something different than your home.”
A patient review found on Village Green’s website confirms the results of Dr. Monroe’s mantra: “I had a great experience. The staff is very approachable, very friendly. The overall environment was nice and comforting. Don’t know what took me so long to find these guys.”
The practice plans several giveaways, including: a grill, TV, an evening out for two and several other gifts as part of their New Patient VIP Experience. It’s their way of giving back to the community that has trusted them for thirty-three years. To find out more, visit their website:
Village Green Dental Center offers preventive, general, cosmetic and family dentistry. They are located at 2853 E. New York St. Aurora, IL 60502. For an appointment, call 630-504-2037 or visit their website.