Hammaspiste

Hammaspiste käyttää Roidun palautelaitteita

Decades-long customer relationships are formed by making the customers feel welcome and at home, and by fulfilling customer wishes and expectations in the best possible way.

Why not fall in love with your dentist?

At the end of the table sits a very unique and animated dentist, Yrjö Niemi. With colourful turns of phrase, he is trying to convince his marketing manager that she has not met the right dentist yet, because she has not committed to a specific one regardless of their price and location. “Fall in love with your dentist,” Niemi exclaims before listing reasons why customers return to his clinic HammasPiste decade after decade.

Niemi genuinely knows a thing or two about customer satisfaction. His workplace has probably the most satisfied dental patients, compared to the results of several hundred other clinics. In the lobby of HammasPiste, Roidu feedback device measures customer experience and day after day customer satisfaction is extremely high. “Customers know that they will get extra quality from us,” Niemi says in reference to the top results. The NPS measuring customer satisfaction at HammasPiste is a whopping 100. Their open feedback is, without exceptions, filled with praise and gratitude with regard to the staff’s expertise and their cheerful and considerate attitude.

The energetic and open-minded approach is reflected by both the staff and the customers

The employees interact with customers on a genuine level, and the energetic and open-minded approach is reflected by both the staff and the customers Dentist Niina Palukka thinks that they have accumulated a specific kind of customer base that appreciates clinic’s very personal and cheerful atmosphere. “Every now and then another dentists’ patients come for an appointment, and they are usually very different from my customers,” Palukka says. Obviously, the atmosphere did not appear from nowhere. It is a key element for everyone at HammasPiste: customers are listened to carefully and the staff is very flexible with regard to their wishes.

You might think that extremely high customer satisfaction is exclusively a good thing, but professionals committed to customer satisfaction naturally want development suggestions. “There should always be room for improvement, just to keep us from getting too self-satisfied,” Palukka says with a laugh. However, it seems that the clinic’s customers are genuinely very satisfied. Apart from the random complaints heard at the reception about the dentists being late, HammasPiste does not receive criticism through any other channels.

Long-term customer relationships are formed when you find the one that most reflects your own personality

Maybe customer satisfaction really is personified so strongly that long-term customer relationships are formed only when you find the one that most reflects your own personality. Decades-long customer relationships are formed by making the customers feel welcome and at home, and by fulfilling customer wishes and expectations in the best possible way.

To find out what the customers want and expect, giving feedback needs to be made as easy as possible. Even though not everyone has as thoroughly satisfied customers, data from the feedback devices is crucial in creating the best possible customer experience. Maybe then each customer will commit to a dentist – if not actually fall in love with one.