Are all of your team members reading from the same playbook?
There’s nothing more frustrating I think than watching a sporting team that’s disjointed and not connected.
Well, except for being *ON* that team and trying to run plays that some team members have forgotten or not even bothered to learn.
To the contrary, as an Australian, I find beauty in watching NFL and seeing replays from all angles with the chalkboard overlaid, as each team member fulfills their duty to ensure that the set play is enacted to completion.
The contrast, in these two scenarios, is as distinct as black and white.
Surprisingly, a good friend of mine who teaches Sales Skills tells me that most *Businesses* out there either do not even have a playbook or have one but rarely refer to it.
So much so, he says, that college football teams leave most businesses for dead when it comes to Policies, Procedures, and Structures and Systems.
And that’s scary.
Because with business, there’s a multitude of employees, shareholders and customers whose lives are dependent upon the ongoing health and prosperity of that business.
They all have a vested interest in seeing that business succeed.
Who likes to think that their favourite restaurant is struggling for patrons?
As a customer, we like to think that the places we like to do business are making a good living.
And who’d like to work in a business that’s struggling to stay open?
It wouldn’t be any fun turning up for work each week, being worried that the owners, or worse still, the liquidators, would be waiting to close the business down.
And yet, those customers, and those employees, along with the managers and the owners, can sometimes forget the power they have over the destiny of that business.
And that *POWER* is their ability to follow the script, and follow the playbook.
In Dentistry, as a business, we have a playbook.
Or we should have.
Or, should I say, we all *SHOULD HAVE*.
And the purpose of that playbook is to make sure that we achieve our goal.
That we win.
And a win in Dentistry is defined as making sure that all patients seen receive complete diagnoses, and accept all their treatment plans and book and schedule and complete all diagnosed treatment.
*ALL*!
That’s our job.
It’s our duty to make sure that every skerrick of Dental Disease is removed from the mouths of every patient we see.
Because, again, having patients walking around with long term dental liabilities and time-bombs in their mouths is doing nobody a favour.
If as a Dental team, we fail to proceed with or complete a patient’s treatment then we have let that patient down.
Because that Dental Disease will only do one thing.
It will only get worse.
At what rate, we do not know.
But when it gets worse, it’s going to become more painful, more destructive and more difficult and more expensive to repair and fix.
Not the opposite.
With time it will not become the opposite.
With time there will not be less disease.
With time it will not be easier to repair, nor will it be less expensive.
And with time, the patient may end up getting the work completed at another Dental Office.
And that Dentist might be wishing that someone had fixed this patient’s problems sooner…
So how does all this relate to the playbook?
Like I said, it is our duty to make sure that our patients understand what exactly they need to have done, and the urgency that that work needs to be completed by.
Everything we do in our Dental Office must be performed with these goals in mind.
We want our patients leaving the Office with a firm appointment made, and with the desire to want to bring that appointment forward should the opportunity arise.
CLEAR. NEXT. STEP.
Not the opposite.
We do not want patients leaving unsure of what is happening next and unclear or unaware of the consequences of delay.
If they are confused then we have done them no favours.
No favours at all.
Because their problems, though not hurting now, [that’s why they’re cancelling], will only get worse and worse with time.
One of my coaching clients was letting me know about a temporary hygienist she had, who was not playing by the playbook.
The playbook said that when the hygienist calls the Dentist into the hygiene room to do the examination, then all hygiene, *ALL* hygiene, should have been completed.
Because what has to be front of mind in the patient’s mind after the Dentist has been, in is what is wrong with my teeth, what do I need to have done, and how soon should it be done, and what will happen if I delay or defer the treatment.
Anything else, anything else at that point onwards, is a distraction from the goal of the practice, a distraction as to importance and urgency of treatment.
In my client’s case, she found that straight after the examination, instead of following the playbook, the temporary hygienist was launching into Oral Hygiene Instruction, and flossing techniques, and in so doing, totally diminishing the importance and urgency of what the Dentist had just now said and diagnosed.
Which needed to remain *Front of Mind* for the patient.
And I’ve seen it too.
I’ve seen hygienists detract from the Dentists’ message by then taking over the patient and scheduling the next hygiene visit.
That duty should have been done well before the Dentist comes down and enters the room.
Similarly, even, the action of giving the “goodie bag” should be performed before the Dentist comes in to do the examination, so that it is not a distraction [after the fact] by being performed when the dentist has farewelled the patient and completed the handover.
The patient must be totally focused upon “what do I need to do next?”
Similarly, when Dental Assistants and Hygienists are handing over the patient at the front desk, then the Scheduling Co-coordinator receiving the patient should also be focused on the message of the treatment required.
And not leading with a Social Question that totally distracts and undermines our practice goal.
Our goal is to have all patients leaving with that clear next step.
CLEAR. NEXT. STEP.
What do I do next?
When do I come in?
What will happen if I don’t?
Can I be seen sooner if a time becomes available?
Leading with a comment or question about the weather, or something just as banal, only goes toward adding to the patient’s confusion and detracting from our message.
We do not want a community of people roaming around out there with incomplete treatments and liabilities.
We want them returning and completing their treatment.
Everything we do, therefore, should be focused on our goals.
Everything we do in our playbook should be focused on our goals.
CLEAR. NEXT. STEP.
Not distraction.
Not confusion.
Playbook.
Systems.
Playbook…
******
My One-Day Workshops cover in greater depth how to address simple changes that create BIG RESULTS.
For more details about my Australian workshops, CLICK HERE.
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.
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Have you ever used the Online-booking button when choosing a restaurant?
When I was out and about in Philadelphia last month, I found the “Find a Table” button on my Trip Advisor app to be very convenient for making bookings.
It’s simple.
Choose a restaurant nearby, decide that that is the place you wish to dine, hit the “Find a Table” button, choose a time, and voilà! You’re booked!
Simple.
No phone calls. No nothing.
Just the click of a button.
It’s instant.
You now have a booking.
How good a service is that?
But what are the downsides?
Firstly, and instantly, by the nature of the automation, we lose that human interaction.
“Where’s the best place to park?”
“Do you cater for certain diets?”
“How about access for those with mobility issues?”
“Where are your oysters from?”
“Will you help my sister feel special on her birthday celebration?”
There’s a whole array of personal information that the process of automation does not answer adequately.
But for convenience, and certainty, using the “Find a Table” button to secure a booking is very convenient.
Because once you’ve made up your mind, it’s just, Click, Click and Click, and you’re done.
We know that online bookings are now sweeping into our Dental world…
So, how do we maintain our aura of World Class Customer Service in our Dental Office when it comes to the subject of online bookings?
In this day and age of *Instant Everything* it’s sometimes difficult to imagine how we can utilise and capitalise on this wave of technology now sweeping the planet.
Dentistry is so personal.
Isn’t it?
That’s what we like to say?
“How is Mr. and Mrs. Public going to know exactly what to book for?”
“How will they know what’s wrong with them?”
“How will they know how long they will need for their booking?”
These are common questions I hear from Dental Offices when discussing the possible entry of this technology into their practices.
The Dentists and staff say:
“The patients need us to guide and advise them as to exactly what sort of appointment they need, how long that appointment should be, and when is the best time for that appointment.”
The Dental Office says:
“A machine can’t do that!”
“A machine cannot provide the personal touch required”
So let’s just take a step back here.
When I lecture dentists, I’m obsessive about the point that there is no such thing as a *SHOPPER* call.
I’m adamant that price enquiries are simply only people with a Dental need that we are yet to persuade and convince that our Dental Office is the right place for them.
The reason they ask about price is simply that they have no other point of reference.
That’s all.
What I teach is that every time the phone rings, it is a person with a Dental need who has already decided that they want us to help them.
That’s why they are calling.
They’ve done their research online.
And now they are calling to confirm that they have indeed made the correct choice.
It is our role, when answering the phone, to ensure that we don’t do anything to make them doubt that initial decision.
Unlike thirty years ago, there is now so much information available to the consumer, we know that by the time it comes for them to pick up the phone, they really do want our Office to “live up to” their decision.
So how do we take this current state of play and turn it to our advantage, when it comes to online bookings for Dental?
My first thoughts have always been that it’s just going to be too hard.
I thought that what we are going to end up with is a whole pile of unqualified names in our appointment book, at the wrong times of day.
Names all over the places jamming up and destroying our already difficult to control schedule.
My thought was that online Dental bookings were going to be a nightmare!
And then, last Saturday, at one of my workshops, the penny dropped.
What we have, with online bookings, is a way of “capturing” the name and contact numbers of someone ready to make an appointment.
What we have, is the details, of someone with a true Dental need, that our Office is now able to help.
Purely and simply.
Yes.
They’ve made an appointment.
The fact that their name is now electronically appearing in our schedule tells us exactly that.
Person with a Dental need.
Person wants us to be their Dentist.
What online booking has done is it has taken the phone enquiry one *BIG* step closer towards us.
We now have the name of a more qualified “prospect”, right there in our appointment book in vivid colour.
And their number!
So what do we do next?
What if they’ve made the wrong sort of appointment?
What if their appointment length is not suitable for what they need to have done?
Here’s the *GOLD*!
We now have their details.
We know, even more than a phone call, that they do indeed want *US* to be their Dentist.
That’s why they have made the booking!
So here’s what we do….
We phone them.
Yes.
We call them.
As soon as we can.
We call them to clarify that we are indeed able to help them.
We call them to offer unasked for information.
Like letting them know where the best place to park is.
And asking whether they would like to receive their medical questions before they come to us.
And in what form?
By regular mail, email or download.
And of course, we ask them specific questions pertaining to their Dental needs so we can, if need be, adjust their appointment time and duration.
So that their appointment with us will indeed result in their desired outcomes.
What we need to look at, with online Dental bookings, is that it is purely a way of helping those with a true Dental need to discover more quickly, that our Office is indeed the best place in town for them.
And it’s easier to do that when they’ve already made that decision.
Embrace online bookings.
Take the initiative and call them as soon as they’ve made their booking.
It’s something they certainly won’t expect.
And it will be something that will ensure that they indeed will become our patients.
It will be an “Above and Beyond” moment that no other Dental Office is doing.
“Hi Bob. It’s Joan from Dr Moffet’s Dental Office. I see you’ve just made an online booking with us and I’m just ringing to say hello, and welcome.”
And that’s powerful..
Because they won’t expect that level of service.
And recognition.
Last Saturday morning I took a photo of the sunrise from my Hotel window in Perth.
It was spectacular.
And I posted the photo on social media, including Twitter.
And within twenty-five minutes, Hyatt Concierge had replied online to my tweet, thanking me for sharing the “beautiful sunrise” and to “have a wonderful day”.
Immediate recognition.
Use online bookings and call them as soon as you see the booking.
Immediate recognition.
Use online bookings correctly to make their day.
Point of difference.
World Class Service.
Because they’ll never expect *THAT* level of service.
Because nobody else is doing it….
******
My One-Day Workshops cover in greater depth how to address simple changes that create BIG RESULTS.
For more details about my workshop in Sydney in May, and Melbourne in July, CLICK HERE.
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.
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What is the average two-year dollar value of a new patient in your Dental Practice?
As I travel the length and breadth of Australia, in fact, even as I travel around the broad landscape of mainland USA, this question, surprisingly, is the most difficult question to get a straight answer for.
Yet the answer, which should be an exact number, should be an amount that every dentist can spit out automatically, at any time.
Wake them up from a deep sleep?
And they should be able to tell you this Dollar value.
Throw them into a cold swimming pool?
The first thing they should be able to tell you, when they come up for air, should be this dollar value.
Yet most dentists cannot.
They do not know this amount.
And they will openly admit to not knowing.
Or worse still, they will guess an amount.
And when they guess it, they usually talk in multiples of $1000.00, which means they do not know.
So why do they need to know this amount?
The #1 reason we need to know this exact amount, this exact dollar average amount, is so that every time we see a patient’s name in the New Patient Slot in our Appointment Schedule, then we can say, with confidence, that that New patient will be worth $2430.00 to our Dental Practice in the next twenty four months.
On average.
[$2430.00 was what a New Patient in 2012 was worth to my Dental Office, on average.]
Some will be worth more.
Some will be worth not so much.
Some will only have one single tooth treated.
Others will accept a comprehensive treatment plan.
That’s why we take an average.
With an average, then we know, that on average, each New Patient will spend, on average $2430.00 on their Dentistry over the next twenty-four months.
So every time the phone rings, your Front Office Employees need to look at that ringing phone in a completely different way.
They need to say to themselves:
“That’s a New Patient ringing, with $2430.00 in their hand, and it’s my responsibility to schedule them an appointment in our Dental Office, and not let them go anywhere else.”
Now, we already know, when the phone rings, that “they’re not ringing for a pizza”, as my wife would say.
They are a person with a Dental need that we have not yet persuaded or convinced that our Dental Office is the best place for them to have that Dentistry done.
And that’s it.
They are not a shopper.
They are a person with a Dental need that we have not yet persuaded or convinced that our Dental Office is the best place for them to have that Dentistry done.
And when we place that average dollar value on every New Patient enquiry, we soon come to realise that for each new patient that we fail to schedule, we have allowed $2430.00 of Dentistry to slip out of our schedule, and into the Office of some other Dentist down the road.
So when we track our New Patient phone enquiry numbers, and then we track our New Patient phone enquiry Conversion numbers, and work out our “Failure Rate”, and multiply that number by $2430.00, we can arrive at a large number that is really quite sickening.
We soon come to realise that if we are only converting twenty percent of our enquiry calls to appointments, and if we are actually scheduling thirty six new patients per month, then on average each month, we are letting nearly $350,000.00 of Dentistry over the next two years slip out of our appointment book, in just one MONTH!!
[At 20%, 36 NP appointments made means 144 appointments not made. 144 x $2430.00 = $349,920.00]
Even if we could improve our New Patient enquiry call conversions from one out of five to two out of five, only, each and every month, that would mean an extra thirty six new patients per month, spending on average $2430.00 on their teeth, over the next twenty four months.
That means that each month, you would add an EXTRA 36 x $2430.00 to your practice, or an extra $87,480.00 of future dentistry, over the next two years, each and every month.
As I said, every month, the dollar amount of future dentistry not secured by NOT scheduling them an appointment can be quite upsetting.
BUT MOST DENTISTS DO NOT KNOW THIS NUMBER!
And most dentists do not know their New Patient Enquiry Conversion rates.
And the silly thing is, that all this money, all these numbers, have already been paid for by marketing.
So it’s FREE MONEY, going down the drain, if it’s never captured.
And that’s just stupid!
So how do we calculate the two-year average dollar spend?
It may be just as simple as making up a list of all the patients who came in in 2012, and pulling up each ledger, and writing down exactly what each of them spent on their Dentistry in the two year window from the date that they first came in.
Once you have this amount for each and every New Patient for 2012, then we add those amounts up, come to a big dollar amount, and divide that big number by the total number of New Patients on the list.
And there’s our average.
In my case, the 242 New Patients in 2012 spent a total of $588,096.30 in the following twenty-four months. Dividing the big number by the small number we arrive at $2430.15
Obviously we have to wait two years to know what the current Average New Patient Two Year Dollar amount is.
But it’s a heck of a lot better than not knowing at all.
Knowing that number gives you a handle on so many other important numbers in your practice.
And as I’ve shown, the larger multiples of this number can be sickening, when we look at lost opportunity.
I know, that after reading this article, you will never look at a ringing phone in the same way again.
You’ll never tolerate the use of the word “SHOPPER” in your Dental Office.
You will understand that that ringing phone, is a genuine person, with a genuine Dental need, who has already chosen us to be the Dental Office to help them.
That’s why they’ve called.
Not for a pizza.
We now need to realise the GOLD in that ringing phone.
We now need to know what we need to do, what skills we need to master, to maximize that return, on that ringing phone.
And that’s all we need to do…
******
My One-Day Workshops in May cover in greater depth how to address simple changes that create BIG RESULTS.
For more details about my Australian workshops in Perth and Sydney in May, CLICK HERE.
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.
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!!
One of the things that comes up at my One Day Workshops is the questions from the audience that begin:
“What would you do when…..”
In fact, when I’m doing team calls with my private coaching clients, I have team members ask, from time to time, that exact same question:
“What would you do when…..”
It’s usually a very thought provoking question, and it creates some interesting discussion.
However, what we tend to find is that it’s a one in a hundred event that seems to “rattle” one team member.
It’s an event that might occur once every three months, or not that often.
My mentor, John DiJulius III told me that it makes no sense to penalize the ninety eight percent for what the two percent are doing.
And that’s what we tend to do.
We tend to take these rare occasions and make rules out of them, and worse still, *Practice Policies*.
And how wrong is that?
Look around your office?
Is this what you’re doing?
Do you have signs up that penalise the majority for those rare occasions that someone errs, or tries to sneak an advantage?
My thoughts are that we certainly need protocols and need to know those protocols, and be able to use them, whenever the occasion arises.
But are we really penalising our good clients?
Are we sending our good clients a poor message?
PLEASE TURN OFF YOUR MOBILE PHONE
Most patients are courteous and polite. They’ll realise that it’s not good manners to be on their phones, speaking, while sitting in the Dentist’s Client Lounge.
Especially if there are other guests and clients in the lounge.
There’s no need to hang an ugly sign about this.
Similarly, in the treatment room, when the doctor or the hygienist begin their treatment, it’s best if the patient puts their phone down and stops typing and texting.
No need for a sign here.
A simple statement of request from the Dental Assistant should sort this behaviour.
And a great Dental Assistant will be engaging their patient so well before the Dentist enters the room that the patient really feels no need at all to be looking at their device.
IF YOU ARE GOING TO CANCEL YOUR APPOINTMENT, GIVE US ENOUGH NOTICE.
This is not what’s written on the back of most Dental appointment cards, but it’s what’s implied.
Usually what’s written is something that’s so benign and flowery and vanilla, that says the same message.
If you want to encourage people to mess up your schedule, then leave that message on the back of your appointment card.
Because that’s what your card is saying.
It’s saying:
“It’s OK to cancel and change this appointment at short notice. Please give us 24 or 48 hours advance notice, so that we at least have some time to try and fill the space you have now created.”
Your message encourages appointment misdemeanors.
You need to remove it.
You want your patients to make and *KEEP* their appointments.
Only put this dribble on the appointment card if you like having your patients destroy your day, and you don’t mind paying one of your team members to be sitting on the phone all day trying to put the appointment schedule back together.
1.5% SURCHARGE FOR USING AMERICAN EXPRESS
What this sign says is:
“We are really mean and tight here”
Just think about it.
You just charged your client $400.00 for a restorative procedure, and you then turn around and whack them an extra $6.00
Give me a break!
Firstly there are not that many Amex users.
So why look so mean fisted that you have to sting them “pocket change” on what is really a sizeable amount?
Why not just absorb the merchant fee?
Or simply raise all your fees across the board a small amount more, next time, to cover the Amex merchant fee and leave it as a hidden undisclosed cost?
Frankly, I’d be encouraging *MORE* Amex users.
This is because Amex is a charge card, as opposed to a credit card. This means Amex owners are usually more liquid, and tend to be better purchasers.
They tend to spend more….
Now sure, it’s not always smooth sailing in the Dental Office.
Things do tend to happen.
But it’s how we deal with these events, and how we frame them, and how we prioritise them, that really sorts the sheep from the goats.
I understand that awkward scenarios do arise.
But they are indeed quite rare.
Know your protocols for these times, but do not make the many suffer for the actions of the few.
In the same way that a professional golfer needs to become proficient at his “trouble shots”, we need to also be aware of what we need to do during these awkward moments.
But we need to focus on the positives, and the good people.
******
My One-Day Workshops in May cover in greater depth how to address simple changes that create BIG RESULTS.
For more details about my Australian workshops in Perth and Sydney in May, CLICK HERE.
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.
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!!
I’ve found, as I look at Dental Practices and Dental Offices, that without exception, they all need help and assistance of some form.
All.
All can benefit from the professional advice from an outside pair of eyes.
When I entered the world of Dental Coaching, Consulting and Speaking five years ago, I was told then, that if we doubled the number of Dental Consultants overnight, there still would not be enough to go around for the amount of advice that is needed.
And that was in the USA, where in most towns, there’s a Starbucks on every street corner and a Dental Office on each corner as well.
And it’s the exact same story Down Under.
Although we don’t have as many people, or Dentists or Starbucks, in Australia, there’s still a great need for “help” in Dental Practices.
You see, *EVERY* Dentist knows, that while he’s got his hands and eyes in somebody’s mouth, there’s a whole pile of goings on going on behind his back, that could do with some improvement and help.
In some cases the improvements needed are palpable.
In other cases, the improvements needed are not so apparent, but he knows that some tweaking of what’s working so it works even better would not go astray.
There is no *Perfect* Dental Office out there.
Just like there is no Perfect Golf Swing out there.
And just like in Golf, the World #1 Golfer Rory McIlroy still has a coach, watching over his swing every day, making sure that that BILLION dollar swing does not accidentally slip into bad habits.
Because in life, that’s what happens.
In life we’re constantly in a battle to overcome Life’s tendency toward Random Entropy.
Left unattended, everything will drift towards chaos and confusion.
Everything.
And that’s why we need to keep on top of things.
And in Dentistry, it’s even more so.
You see in most businesses out there, there’s a level of supervision assigned to prevent and slow down entropy.
In most small businesses, the owner assumes a managerial role in the business, walking the floor, so to speak, overseeing the day-to-day operations and offering guidance.
In a retail shop, in a restaurant, this is often what happens.
But in dentistry it’s hard, because at the same time as being needed to “oversee” things in our Office, we also have the need to be doing what we need to be doing.
And that’s being on the tools.
Hands in mouths.
Foot on the pedal.
Because that’s what pays the bills.
That’s what keeps the doors open.
And every time we take that foot off the pedal to do some administrative work, we’re taking an immediate pay cut to do so.
Yet I see it all the time.
I see Dentists who produce Dentistry on hourly rates of $600.00, $700,00, $800.00 and above, stop doing what pays really well, to do payroll and HR and marketing and training, which they’re not really good at, or passionate about, at rates they would pay someone else to work at, at say $50.00 or less per hour.
And that just makes no sense.
The not-so-smart Dentists out there look at the action of hiring a Coach, or a Consultant as being an immediate expense.
A drain on the bottom line.
Whereas the astute Dentist will look at the Coach’s Fee as an investment, and that the return on that investment, or ROI, is exactly that, it’s a return.
If a coach comes in and helps you discover better ways of doing things that add $10,000.00 to $15,000.00 to $20,000.00 more to your Office Collections per month, would that be worth an investment in that coach of $3000.00 to $5000.00 per month?
When I come into an Office to help out, it sometimes takes me a couple of months to get down and *REALLY* FIND what’s causing that Office to be underperforming.
But when we get down to the roots of those issues together, and make those tweaks and adjustments, the results are truly quite amazing.
But it’s funny.
In some Offices there’s always resistance to change.
“We’re doing that!”
“Already doing that!”
“Tried that. Didn’t work”
Why should we change? What we’re doing now is working fine…”
And of course, the classic…
“That won’t work here, our practice is different…”
And
“That won’t work here, our patients are different…”
A great dental Coach can and will help a Dental Office improve significantly way above the levels that it’s currently operating at.
And it may be just one or two things that really need adjusting.
Or it may be several things, that if done in a slightly different way, when added together, result in significant improvements to the Practice.
Imagine you team saying:
“Well, if you do that little change there, then I can do this little change here, and Karen can do this small adjustment over there…”
And then…
BOOM!!
Things start to really go places.
Minor corrections and changes to the ways that we Handover our patients to each other can see *SIGNIFICANT* improvements in Case Acceptance numbers as well as dramatic reductions in cancellations and reschedules…
But who’s going to pick those needed changes up?
But what do most dentists do when things get a little quiet?
THEY RUN MORE ADS!!
“We need more NEW Patients!”
Minor adjustments to how the phone is answered, can see significant improvement in Conversion Ratios of New Patient Enquiry calls, which sees more New Patients getting seen..
The enquiries are already there….we’re just improving with how they’re dealt…
But what do most dentists do when things get a little quiet?
THEY RUN MORE ADS!!
“We need more NEW Patients!”
And in this case, the New Patients are already there. They just haven been accessed as best that they could be.
Finally, there’s no point in trying to bring in more business on top of poor general Systems and Principles.
And that’s often what’s needed in some offices.
“CAN’T SEE THE WOOD FOR THE TREES…”
Sometimes we get so caught up in the Dentistry and the Doing of the Dentistry that we fail to see that we are in a business, and the business is stuck in second gear.
And it’s often that fresh set of eyes that presents the AH-HA moment back to us, that yes, there is a better way forward, and that the business could run a whole lot better for everyone, if only we had the Dental Mechanic, the Coach, come in and give the business that well needed tune up.
Or we could just carry on regardless, stuck in second, with the handbrake firmly on…
Unknowingly.
Or even, knowingly…
Oh my.
Really?
Yes.
Better is possible.
Just ask.
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My One-Day Workshop in May covers in greater depth how to address simple changes that create BIG RESULTS.
For more details about my three Australian workshops in May, CLICK HERE.
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.
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