“I have been impressed with the urgency of doing. Knowing is not enough; we must apply. Being willing is not enough; we must do.”
How many times have you heard someone in your practice say “That’s not my job!” or “I did it last time!! YOU do it this time”? Do you have time clock punchers, or team players?
If your phone is answered by a team member who sounds like they hate their job and life (they probably do), not a good sign. If your team members, and YOU, complain daily about having to go to work, or BE at work, not a good sign. If there is a specific team member that seems to grate on everyone’s nerves, including yours, (they probably do) not a good sign. If your phone is answered by a team member who sounds like they are out of breath, like Darth Vader, overworked, they ran 2 miles to answer the phone or speak at the speed of sound, not a good sign
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Websites. Electronic Communication Systems. Direct Mail Marketers. Radio Ads. Newspaper Ads. Social Media Support. Logo memorabilia. Special Events. In house marketing gimmicks and print material. Newsletters. Email blasts.
Marketing isn’t cheap, right? You spend thousands of your hard earned dollars on marketing, all aimed at driving patients and potential new patients to pick up their phone – call your office, choose YOUR office for their dental home, right? Saying “PICK ME! PICK ME!”
Yet most offices only provide phone availability to their patients an average of 26 hours a week. That equates to 56 normal business hours of opportunity that you miss out on each month. 56 hours!!! You say you are welcoming new patients, but not on Fridays or Wednesdays – you know, when you’re out of the practice…. Or better yet, not during your lunch hours. (Top 12 reasons your dental chair might be empty, and it’s NOT the economy!)
Follow-up. We know how critical the correct follow-up can be in a dental practice. It can make or break treatment case acceptance. It can make or break a new patient scheduling. It can make or break the positive reviews you want your patients to go out and spread to the world. Lets face it…. It can make or break you.
To ensure that nothing falls in between the cracks, great systems need to be in place for follow-up. Along with the systems, we need to know who is doing what, and by when.
You come in to the office on Monday morning, after being closed on Friday with no phone coverage, to an answering machine full of cancellations, messages and reschedule requests. Although it may seem a bit archaic, phone logs are really a must in every practice. Record who called, when, what they needed and if follow up/appointment scheduled is complete. This log can also be used as another avenue for short calls.
I’m a pretty passionate person about everything in my life. Family, faith, friends, work, trust…. Passion.
If you have ever talked with me, I can get you going and wrapped up in excitement with me. My kids are very familiar with my term WOOT! and know I am even passionate about singing in the car at the top of my lungs, gulp, sometimes to Justin Beiber.
If I trust you, I trust you wholeheartedly and passionately. Unfortunately I can also distrust passionately. That is just me. A bundle of energy and passion. I’ve had a passion for any J.O.B. I have ever had. From making donuts, selling shoes, doing hair, a thumb in greenhouse/flower sales, retail and banking management – I had a passion for every single job. If I was hired in at a lower level, it was always my thought process to learn everything and get to the top. Just how I am wired – I have always been excited to start a new day and see what I can make of it.
A poorly answered phone is almost as bad as an unanswered phone……….. With that being said, just who is answering YOUR phones and HOW are they answering your phone? Do you have someone who is crabby, curt, cranky, quick, and only answers the phone to get it to quit ringing and hang up as fast as they can? No opportunity to build a connection or leave a great impression. Or do you have sunshine welcoming your callers? Soft, friendly, WELCOMING voice, speaking clearly and never seeming to be in a rush? Building a connection from call one – priceless.
Eliminate Cancellations? When donkey’s fly and hell freezes over maybe!
To quote one of my favorite dental guru’s, Howard Farran, (www.DentalTown.com) “To eliminate cancellations and fails you might as well pick up the earth and throw it into the sun”. I LOVE this! Everyone is looking for the magic pill that will cure this ill of dental practices everywhere…………
I hate to be the bearer of bad news, but there is no magic pill, no quick fix, no one system that is ever going to eliminate cancellations and no-shows. None. The only thing you can do takes hard work; Have the best systems in place, follow them consistently and be prepared with a backup should a cancellation or no-show happen!! You know, that never-ending Perpetual State of Preparedness that I always talk about!!
Here are a few things to consider when streamlining your systems to make sure that your practice has everything in line to make the most of the challenging opportunity a hole in the schedule provides:
You’re welcome if you now have the Hootie and the Blowfish song stuck in your head. 🙂
Too bad opportunity doesn’t come with an alarm; a buzzing signal to notify us of opportunity directly ahead; pulling us from our harried thoughts and opportunity detractors to enable us to not only focus on the opportunity but to make the most of it. Alas. Life intervenes. Work intervenes. Family intervenes. And yet time goes on. (more…)
True that, right? All buyers are influenced, good and bad, by emotion.
Emotional connections with your patients can determine the strength, length and profitability of your relationship. Positive emotions build loyalty, trust and referral based growth. Everything that happens in your practice, from answering the phone, to what your restroom looks and smells like, affects patient emotion. Every single thing. (more…)
That’s right. I said it. Check your cheeze-whiz.
As in cheeze-whiz marketing. This is what I call any generic attempt at marketing or patient education to save a few bucks or time and it always comes out looky CHEESY and well, for lack of better terms, cheap. (more…)
