Within 17 seconds of entering an office, patients form an opinion and begin to make decisions about the doctor, the team, the practice, and ultimately the dentistry provided. You must ensure that your patient's first impression is an exceptional experience.

How's your "curb-appeal"? Does the appearance of your building exterior reflect high-quality services? Is parking well marked? Walkways welcoming? Signage professionally designed and visible?

How are patients greeted? Do team members look up, smile, and make a habit of warmly greeting each patient by name? A reception area should be well kept. Worn furnishings can create an impression of "old dentistry." Special touches like patient refreshments or aromatherapy create positive and lasting first impressions.

What do patients see and hear while they are in your treatment rooms? Are team members professionally attired? Are the rooms clean and organized? Do you have comforts available – iPods or DVDs? Offering a warm scented facial wipe at the conclusion of a procedure can transform a "routine appointment" into a "first class experience."

How do you follow up with patients in your practice? Are "care calls" made daily to patients who have had difficult procedures? Do you say thank you for patient referrals with a handwritten note? Do you and your team regularly thank patients for coming in?

These are some of the least expensive and most effective ways to enhance the positive image of your practice. It's often the little things that have the most significant impact. Consistent effort in each of these areas sends the message that you sincerely care about and appreciate your patients.

Delivering exceptional customer service and creating positive first impressions on a consistent basis doesn't happen all by itself. It requires practice and constant objective re-evaluation to identify opportunities for improvement.

Invest the time and effort to ensure a patient's first impression is ALWAYS an exceptional impression!

Lisa Philp is President of Transitions Group (transitionsonline.com), Canada's premier full-service value-based coaching company for dentistry. A leader and coach to hundreds of North American dental practices, Lisa's mission is to allow dental professionals to achieve personal and professional fulfillment. Read Lisa's unabridged article at patientnews.com/downloads.