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Are You Creating Urgency And Concern For Treatment In The Minds Of Your Patients?

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, Uncategorized, UPE Blog, World Class Service | No Comments

05267 the ultimate experience logo

I often get asked about the best way of making patients come back for their recall appointments.

It’s an interesting conundrum, and the fact that the question is framed this way to me indicates that the asker of the question is really not understanding what the purpose of the so-called “recall” appointment is.

Let me explain.

Patients will return to your dental office for their next appointment for their reasons and not yours.

shutterstock_153563465So, by putting them on a “six-month recall” programme, all you are doing is putting them on your plan, not their plan.

They won’t come back if it’s all about you and not about them.

You need to give them a valid reason to return.

It has to be a reason that has validity to your patient.

You need to clearly enunciate to the patient what will happen to them if they do not return when you tell them to.

You see, patients think that dental treatment is like cleaning up the garage.

And that is, yes, sure it’s messy in there, but if I close the door and put off the clean-up until a few weeks later, nothing much is going to change.

Our role as health care providers is to make sure that the patient understands that time is their enemy, and not their friend.

“And if you don’t get this treatment done when I say, the crack will spread and the tooth could break and you could lose that tooth.”

“And if you don’t get this treatment done when I say, the infection into your bone will spread and the tooth could become looser and you could lose that tooth.”

“And if you don’t get this treatment done when I say, the decay will advance closer to your nerve and you may need a root canal and a crown, rather than only a filling. If it spreads into the nerve there is more chance that you could lose that tooth.”

 The same thing is needed with hygiene visits.

Hygiene visits need to be scheduled at the time and not 

“We’ll call you in six months’ time and get you back for a recall.”

If you’re allowing patients to leave without an appointment, and without a valid reason to return, you’re risking the fact that a considerable number of those patients will say to themselves:

“Well, you know, nothing’s hurting. I’ll leave it for a while.”

And isn’t that a LOSE-LOSE situation.

When a patient has completed their restorative work or their hygiene visit, they need to have a valid reason explained to them as to why they need to schedule their next hygiene visit then and there.

[Did you notice that I did not call it a “RECALL” visit?]

Try something like this:

“Mrs. Smith. I want to see you in three months’ time to clean your teeth and gums and to specifically check on whether this recession has advanced or whether it has stabilized.”

“Mrs. Smith. I want to see you in three months’ time to clean your teeth and gums and to specifically check on whether this bone loss on the X-ray has advanced or whether it has gotten worse or not.”

“Mrs. Smith. I want to see you in three months’ time to clean your teeth and gums and to specifically check on whether this loose tooth has firmed up, or has become looser.”

 With a valid reason to return to your office and the fear of a consequence of loss if they do not heed your message, the patient is left with very little alternative than to return. 

To not return would appear to be very foolish indeed.

Like I said, patients will return for their reasons, not yours, so give them logical simple CLEAR. NEXT. STEP. reasons to return to your dental practice.

Explain to them what will happen if the treatment is delayed.

It is your duty to ensure that the patient understands the consequences of delay.

So much so, that the patient always wants to make their next appointment, keep that appointment, and will be happy to come in sooner if an appointment becomes available.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in London England on Saturday 4 August 2018 with Jayne Bandy.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at [email protected]

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The Business Of Making Decisions

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, Uncategorized, UPE Blog, World Class Service | No Comments

05267 the ultimate experience logo

Sometimes in life we get served up lemons.

Whether we keep them as lemons or turn them into lemonade is a reflection on who we are and what we are thinking at that time.

That great philosopher Kenny Rogers said:

“You’ve got to know when to hold ‘em, know when to fold ‘em.

 Know when to walk away and know when to run.”

At every moment in life there will be options and choices. Choices of doing one thing or doing another.

Or not doing anything at all.

In his book “TRUMP The Art OF The Deal” Donald Trump says:

“sometimes your best investments are the ones you don’t make.”

Life is about making the correct decisions.

Or really it’s about making more good decisions than bad decisions.

Sometimes those decisions are about purchases.

Sometimes those decisions are about investments.

Sometimes those decisions are about who you partner in business with.

And sometimes those decisions are about who you associate with.

I have found that it’s always best to associate and do business with people that you like.

Life is too short to be having to suffer insults and fools and people who always put you down or people who continuously use sarcasm when they speak.

You don’t need that sort of negativity in your life.

Robert Ringer called them  “Drain People”

Walk away from the Drain People.

You don’t need them.

You don’t need to do business with those type of people.

You don’t need Drain People as customers.

Let them go and be someone else’s customer.

Deal only with those who uplift you and inspire you.

Life is too short to be continually trying to escape from the clutches of people whose mission in life is to bring you down, either purposefully or indirectly.

Move on from them.

You don’t need to be everything to everybody.

Just be the best that you can be to the people you care most to be with, both socially and in business.

And in the words of Kenny Rogers:

“Now Ev’ry gambler knows that the secret to survivin’

Is knowin’ what to throw away and knowing what to keep.”

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in London England on Saturday 4 August 2018 with Jayne Bandy.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at [email protected]

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

The Five MUST-DO Things To Always Be Doing When Greeting The Dental Patient Arriving At Your Front Office

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, Uncategorized, UPE Blog, World Class Service | No Comments

05267 the ultimate experience logo

There are several non-negotiable things that your front office staff must always be doing to make your dental office stand out as the PREMIER dental office in your local area.

In fact, if your office does these things consistently and routinely, your dental office will become sought after by people from outside of your local area and they will beat a path to your door.

1. Be Prepared

It’s the good old boy scout motto…. yet nobody acts upon it.“DYB DYB DYB DOB DOB DOB”

Do your best. Do our best.

We have an agenda for the day.

We know who is coming in to see us and at what time.

But we ignore it.

It’s like having someone coming over to your place for dinner and you’re out washing the car or making up a cubby house and swing set for your children.

If you know people are coming, have the place ready, be ready for them at their expected arrival time.

After all, it’s plain common courtesy.

2. Beat the Greet

If we know who is arriving and when, and we already know most of them because we’ve seen them before, then our aim should always be to greet that person by name before they greet us, or before they have to introduce themselves to us.Dale Carnegie said:

“a man’s name is to him the sweetest and most important sound in the language”

shutterstock_333130988So why not lead from the front foot by greeting your customer with the recognition they deserve.

It’s such a point of difference because everywhere else that they go there is a failure to recognise.

Make their day by knowing who they are and recognising them.

3. Be Interested

At my practice we used to let our arriving patients know:“Won’t be too long. Just take a seat.”

With monotonous regularity.

Until I was at the hairdresser and I heard him greet an arriving customer with the EXACT SAME PHRASE.

And so I knew we had to do better.

And so we changed, and we ENGAGED our arriving customers immediately:

“Hi Gary, great to see you. Thanks for coming in early. I’ll just run down and let Dr Moffet know you’re here. How’s your day been going?”

By ending this greeting with a question about THEM we immediately create rapport and respect with our arriving patient.

People enjoy doing business with people who like them.

We must make efforts to create and build instant rapport.

4. “Make Yourself Comfortable.”

Instead of telling the arriving patient to “take a seat”, motion towards one of your comfortable chairs and use the words:

“Make Yourself Comfortable.”

It’s so much more friendly and pleasant.

And nobody else is saying this to their arriving patients.

5. Suggest a Refreshment.

There is a right way and a wrong way to offer a beverage.The wrong way is to ask our guest if they would like a drink.

Most people don’t want to put you to too much bother, and will say “No” even though you have made the offer.

However, if you were to say:

“Gary, I was just about to make myself a coffee. Can I get you one as well?”

You will find that your patients will indeed accept your invitation more often.

Of course, then, the trick is to JOIN your patient and sit with them in the client lounge with your coffees, until they are needed in the treatment room.

This helps to relax the patient by engaging with them and being interested in them.

If you implement these five key points of difference as Standard Operating Procedures in your dental office you will go a long long way towards creating a significant point of difference for your dental practice.

And that’s a WIN-WIN for you and for your customers.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in London England on Saturday 4 August 2018 with Jayne Bandy.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at [email protected]

 

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Are You Measuring? If Not, Then Why Not?

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, Uncategorized, UPE Blog, World Class Service | No Comments

05267 the ultimate experience logo

“You can’t improve what you don’t measure”  – Peter Drucker.

When I talk to business owners about their businesses I’m surprised at how few owners are measuring the things that matter.

Most business owners don’t measure much at all.

A lot of business owners don’t measure anything.

There are some Key Performance Indicators [KPIs] that all business owners should be measuring on a daily basis.

And as Drucker said, if you don’t measure things how on earth can you improve them.

I see dental practices that don’t measure their productions and collections on a daily basis.

Or a weekly basis.

And they wouldn’t know whether May 2018 was a better or worse month for collections and production than May 2017 was?

Or than April 2018 was?

They simply blunder from one day to the next….

I see dental offices who don’t know how many new patients they see on a monthly basis.

And they don’t record whether each of those new patients has been referred or whether they’ve come as a result of specific marketing campaigns and media.

They don’t have any idea how many of their new patients for the month are seeking treatment because something is broken or painful, or whether they are seeking an examination, that may or may not be overdue.

I see dental practices that don’t know how many crowns they seat on an annual basis. 

They don’t know how many hygiene visits are being performed on a quarterly basis, and they don’t know how many hygiene patients are on quarterly visits or on six-monthly visits.

These dentists have no idea how many patients are scheduling appointments when they phone their offices, and what that percentage is.

They do not know what percentage of new patient first appointments scheduled are kept, and they have no idea how many of those new patients that do come for their first appointment return for a second appointment or ALL subsequent appointments.

And when you ask these dentists about their practices, they simply say:

“I just need more new patients”.

The trouble is, you can’t keep adding more water into a small rusty bucket that leaks like a sieve….

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in London England on Saturday 4 August 2018 with Jayne Bandy.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at [email protected]

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