No Time to Say Hello, Goodbye, I’m Late, I’m Late, I’m Late!!!
Do you ever feel like the White Rabbit from Alice in Wonderland?
We all have busy schedules, and sometimes we wake up early, go to bed late, and fill every free minute with work. It’s all part of investing yourself in your business. Today, communication is “easier” than ever; we have smart phones with email and texting; we have instant messenger; and we have social networking. While these tools make communicating more convenient, they can be a mixed blessing. If it’s easy for your patients, colleagues, contractors, employees, family, and friends to get in touch with you, you’re going to have a lot of people expecting your response.
When it comes to customer service, empathy for the client or patient is imperative. While your time is invaluable to you, theirs is also to them. Here are a few tips to help you stay on top of communication and keep everyone feeling special, without sacrificing all of your precious time:
On your website, don’t include your personal phone number or email address. Funnel calls through your office line. Hire an after-hours service so that a human handles calls when you are not in the office, or you can invest in an office cell phone and pay employees an on-call wage for answering calls after hours. If a caller has an emergency, the person answering the phone can use their best judgement for offering your cell phone number. As for emails, funnel them through a main office account. I recommend you set up a Google email account for the office, since Google never fails. Domain-based email can be a real headache. Read More
Today’s guest blog is by dental consultant Dr. Mayer Levitt of Jodena Consulting. A former dentist himself, Mayer has helped tons of dental practices to achieve better profits, retention, and publicity since 1989. You can learn more ways to improve your practice by subscribing to Mayer’s blog.
Needless to say, it has been tough sledding for any business owner battling the effects of the “great recession”. But lately, everything I read is predicting a moderate rebound in the economy with job creation and less unemployment. Up until now, people have been understandably cautious with their discretionary spending, so there is a lot of pent-up demand for nonessential services. Thus the environment for promoting comprehensive and cosmetic dentistry is probably the best that it has been in almost three years. How can you take advantage?
1. You need to promote “wants” based dentistry instead of “needs” based dentistry. Patients will pay out-of-pocket for what they want, yet will continue to depend on insurance to pay for what they need. Your mission is to get patients excited and emotional about what dentistry can do for them. Please take the time to schedule treatment consultations where you offer choices. Choices empower patients. Remember that people like to buy – but they don’t like to be sold. I am very excited about how dramatic case presentation can be by using an I-Pad.
2. You need to realize that your fees are not preventing people from accepting comprehensive dentistry but rather a lack of flexibility in payment options that you currently offer. If you can give someone a way to budget their payments for the dentistry, and they really want the dentistry, they will accept the treatment. Re-examine how well your financial coordinator is presenting Care Credit or other outsourced arrangements. Scripting and verbal skills are so important. Outsourcing should be a first choice rather than a last resort. You can’t afford to be the bank. By outsourcing financial arrangements and offering extended payment plans, you give your patients the opportunity to pay for the dentistry on a monthly basis, yet you get paid right away. Read More