The components of CRM

Let’s explore the components that constitute CRM. Here is my list – what’s on yours?
 – Delivering moments of truth that have a disproportionate effect
 – Telephony
 – Where you answer the phone
 – How you answer the phone
 – What your “brand standard” responses are to FAQs
 – Reception
 – Where you welcome patients
 – How you welcome patients
 – What your ‘brand standard’ responses are to FAQs
 – How you ensure that MHQs and Smile Checks are completed
 – The Patient Lounge
 – Environment
 – Refreshments
– Audio-visual
 – The Patient Toilet
 – The journey to the surgery
 – The ‘in surgery’ experience
 – The after surgery experience
 – The post-visit experience
 – Creating the critical non-essentials


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.