By now I am sure you have put to use some of the External marketing techniques from Part I. Wink. Wink. Get ready to roll up your sleeves for Part II and start your internal marketing campaign. This form of marketing is easy and inexpensive you just need to have practice at it. At first you and your team will feel uncomfortable. I promise that if you stick to at least a few of these suggestions for a solid two weeks you will not think twice of your newly formed habit. The internet, seminars and journals we have access to is overwhelming with information, facts and suggestions. We would not have the time of day to do it all if we even wanted to. I challenge you to keep a journal or Evernote app(I highly suggest) and write down your gems. Hopefully you will continue to follow my newsletters to keep adding to your list. Much success and happiness!
- Give exceptional care to all patients: 67% of patients will leave a practice because of indifference or how they were treated. “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” -Maya Angelo
- Run on time: use am huddles, have fully stocked rooms at beginning of day, watch the clock, have a designated traffic controller, evaluate your scheduling periodically +-, utilize and train staff in all expanded duties when applicable, equipment and supplies be sure to have enough and in good repair, have emergency protocol. ( I will go into detail on this on my next newsletter)
- When patient gives a complimentask for a referral: This is the perfect juncture you have nothing to lose here! PT: “You all make it a pleasure to be here” Assistant: “Thank you Mr./Mrs. Patient, if you have friends and family that would appreciate the same type of dental care we welcome new patients.”
- After new patient appt. ask for a referral (and you like the patient): “If you have friends or family that need a dentist, we would love to have them as patient’s too.” This is not pushy it is just inviting them to suggest to their family and friends. If you like the patient they are more then likely to have similar friends and family.
- Sharing images, procedures, and TX outcomes to all referral sources: Keep the referring Dr. in the loop of treatment and apart of decision making for TX. Not only does this affirm your confidence in your referral sources to keep them in the loop it is the best for patient care and outcome of treatment.
- Facebook: Have a tastefully displayed sign asking patients to like your Facebook page and check -in. This creates Modern Word of Mouth! Have a contest for the most check in’s.
- In am huddle designate patients to ask for referrals for the day: Review patient chart to check for referrals and or how they were referred. If they are a high referring patient thank them and if they are not (and they are a good patient of record) let them know you would appreciate new patient referrals.
- In am huddle report the previous days referrals outcome: This creates accountability if they asked for a referral and how that went. It also gives a chance to brainstorm on how to react to patient responses. I recommend the team have at least similar answers to all basic questions.
- Have a referral program: This does not have to be elaborate. Most dental software programs now have the capability of tracking who or what has referred. Make sure to utilize this tracking capability. Once a month run a report and send personal thank you’s to the referring sources. To go a step further give discount coupons, or small gifts to show your gratefulness.
- All team members have business cards: It is a nice touch to hand out your card post treatment. “call me Mr./Mrs. patient if you have any questions!”, on the back of the card have a “Care to Share” I had a great experience at (Name o f Practice) I want to share that with you! Also encourage team members to hand out in the public. Make it fun and have a competition for the most team referrals they get a mani/pedi, sleep in pass, or whatever you can think of. Your software should be able to track this information too!
- Send a THANK YOU: It team member every week picks one patient for coming to the office this week . Place your personal card in the note and have a stamp to place on the back of the letter that states, ” The best compliment you can give us is to refer us to family and friends. Thank you for trusting us with your Smile!”
- Give over the top customer service: Have coffee, water bottles, hot towels, warm blankets, pillows, personal music and or videos, lip balm, fancy soaps and lotions in the bathroom. Make them feel like they are special. Take a look at 5 star customer service companies in your area and try to apply to your practice. If you have The Ritz nearby check it out!
Take images and give to patients: Send patients home with before and afters. They are going to at the very least have laying on kitchen counter and their family members will see. At the best case scenario they will post on Facebook or other social media outlets, or bring to their social club or event.
Stay Tuned for : How to reduce Stress, Increase Efficiency and Profits in the Dental Office
Read my latest review for On-Site Consulting:
I met Ms. Susan Ketterer from research on Linkedin and then hired her and Debbie Seidel-Bittke, owner’s of Dental Practice Solutions. I wanted an experienced Dental Consultant to look at my Oral & Maxillofacial Surgery Practice and see if recommendations could be made. We spoke a few times on the phone/email and they came to New York & to the Bronx for almost a week to work and advise me and my staff.
Many issues and topics were discussed with me and my team individually and as group. I found Ms. Ketterer very knowledgeable and easy to work with; as did my staff. Being in business for almost 35 years and not one for change easily, I saw
things that would benefit my practice from idea’s of Susan’s as did the staff. Susan was patient with everyone, who only knew my way!!
The communication between reception and treatment area’s were shown to need some changes; as was the phone and how its answered and messages taken.
Susan worked with the team to show better ways in all aspects.
Susan and Dental Practice Solutions worked with me & the staff on billing issues, the importance of Team Meetings and many other things that could be better approached.
I will continue working with Ms. Ketterer and Ms. Debra Seidel-Bittke of Dental Practice Solutions throughout the year.
I highly and without any reservation recommend them for any Dental Practice need.
They give more than 100% of themselves and always do it with a smile!!
Dr. Bartley R. Labiner
Expert Advisor to:
Susan Ketterer Consulting 