Policies Are For Businesses That Fail With Service And Persuasion.

Policies are for businesses that fail with service and persuasion.

When all else fails, some business people believe that putting a policy in place will magically cure all ills.

A policy is simply a sign that a business has lost control, and has no idea as to the best way to fix their problem and move forwards.

In a dental practice, patients who love the service that the practice provides them will never cancel and will always turn up. And turn up early for their appointments.

In dentistry…

In fact in dentistry, the existence of a policy for something spells SPOTLIGHT for a problem that is out of control.

Typically, a dental practice will implement a CANCELLATION POLICY because patients cancelling appointments has become a significant problem in that practice.

Patients cancel dental appointments for two reasons:

  1. They are allowed to
  2. They have no perception of the consequences and damage that can occur to them when they delay their necessary treatment.

In dental practices, the Cancellation Policy is usually used as a crutch to threaten a patient who wants to cancel or reschedule their appointment. But these weak worded “policies” are rarely enforced.

Often these Cancellation Policies are as soft as a feather.

And often, the result of mentioning a Cancellation Policy to a patient who wants to cancel results in that patient leaving the dental practice and taking their dental care elsewhere.

When a dental practice CLEARLY EXPLAINS to a patient exactly what will happen to that patient’s tooth/gums/infection as a result of that patient delaying treatment, more patients in that practice will immediately start to attend more appointments, and keep more appointments.

Threatening cancelling patients with financial penalties only succeeds in driving those patients away and to another dental office.

Financial penalties do not boost patient attendance rates.

Patients will be more motivated to avoid risking a root canal or a split tooth, than they will to avoid incurring a “threat” of a $50.00 penalty.

Putting a cancellation policy on your practice website…

If you’re thinking of putting a cancellation policy on your dental practice website, you may as well invest in an advert on a local billboard telling your community that your practice has a serious problem with patients cancelling too many appointments.

If cancellations in your dental practice are affecting your practice production and profitability, you might like to drop me a line at david@theUPE.com and I’ll let you know the best ways to go about fixing that problem.


Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com for more details.


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 david@theupe.com