Nothing can seem more frustrating than doing a great job and having no one recognize the superb work you’ve done.
Okay, we’re not talking about ego. Don’t let that get in your way. We’re talking about awareness on the part of your dental patients. When they see the value in what you do, they become champions for your cause.
Most people would rather not think about their teeth, most of the time. The world is much bigger than that. So, you need to be a part of their desire to put such concerns behind them. They need to see you as a member of their team, helping them get on with their lives. When they see you that way, they will be more likely to refer others to your business.
Giving Credit Where Credit is Due
If you are truly compassionate about your patients and their dental health, then this should all be easy. If you’ve solved a dental emergency for your patient, thank them for coming in when they did. Let them know in gentle terms how dangerous it could have been—what would’ve happened if they had let it go on longer.
Let your patients know that you’re here to help. Let them know that you want to help make their teeth something they don’t have to worry about, but that you need their help in doing so.
It’s the Little Things That Count
If your front waiting room is dirty, this screams to your patients and potential clients that you don’t care enough to clean up the place. If your front office staff are too busy to greet each of the clients as they come in, this also communicates a rather bleak message—the client doesn’t mean very much. That’s their ego, sure, but you have to be bigger and better than that. You have to be bigger than their ego and cater to their needs.
If a patient has to leave your practice because their insurance changes and your practice is not covered, the very least you can do is to spend a few minutes talking with them. Make their leave a pleasant experience. Tell them how much you’ve enjoyed working with them and ask if there is any way to work with their finances to keep their business. There may be nothing you can do, but taking the effort to reach out could mean future referrals from this ex-patient. It could mean getting them back should their insurance carrier change yet again. Communicating with your patients shows that you care.
Also, if you go out of your way to make patients comfortable, they will perceive this as a big plus. If there are techniques or equipment that reduce the amount of pain experienced, then your patients are going to love you for it. Of course, it doesn’t hurt to tell them what you’ve done (no pun intended).
If a prospective new client can’t fit into your busy schedule (and how delightful to be so busy), consider how valuable they could be to your business if you were to stay late to squeeze them in. Imagine ten years of having them as a steady customer. Imagine them referring others to your growing practice because you went out of your way to help when they really needed it.
References:
DentalVibe.com. (ND). Top reasons why your patients leave (and what you can do about it). Retrieved on 2/19/2017 from https://dentalvibe.com/blog/top-reasons-patients-leave-can/
Lotardo, Salvatore. (9/22/2016). “Building a fee-for-service practice: The value-driven alternative to dentistry as a commodity.” Retrieved on 2/19/2017 from http://dentaleconomics.com/articles/print/volume-106/issue-9/practice/building-a-fee-for-service-practice-the-value-driven-alternative-to-dentistry-as-a-commodity.html
