by Ginny | Aug 8, 2007 | Practice Leadership
You’ve probably heard the old adage that a happy customer tells two friends but an unhappy customer will tell ten. We’re all human and sometimes despite all your efforts things will not go smoothly in the office. Be prepared to turn those frowns upside down by having gift cards on hand to show how serious you are about your commitment to great service. A gift card for a coffee or book shop will have patients feeling understood and appreciated. In a time when health care can be so impersonal, set your practice apart as one that cares.
by Ginny | Jul 5, 2007 | General
Start gathering cell phone and email addresses for your patients now so you’ll be ready to go when you decide to begin using internet outreach programs to market and communicate with your patients.
by Ginny | Jun 11, 2007 | General
When your patients compliment you, encourage them to go to the Dr. Oogle site for your city and share their good experience. www.Droogle.com is in many major cities and the site ranks dentists according to their positive entries. With just a little bit of work you can start bragging about being the highest rated dentist in the city. You’ll also create a very positive buzz in the practice that makes staff and patients alike feel good about choosing your practice.
by Ginny | Jun 8, 2007 | Practice Leadership, Team Development
10. Know Your Patients and Greet Them By Name when they arrive in the office and at every point of contact during their visit. Most practice management software stores patient photos so even a new team member can recognize patients.
9. Engage Your Patients in Conversation. Don’t just confirm their arrival and ask them to have a seat. Follow Walt Disney’s advice and treat patients like they were guests in your home.
8. Honor Their Time. Make it a point of practice pride that patients are seen within five minutes of their appointed time. Your patients will love it and they’ll arrive on time too!
7. Come into the Reception Area to Greet Your Patient – don’t call their name from the doorway! The clinical team can preview patient photos so they recognize patients.
6. Be Aware of Your Tone of Voice. Professional behavior doesn’t mean you need to be dead serious. You don’t want a call for a hygiene check to sound the same as if you were announcing “iceberg ahead.†Patients hear everything so be aware and be consistently friendly and upbeat and involve them in your conversation when possible.
5. Remember Their Special Days. Make it a point to notice if a patient’s birthday or anniversary occurs near their appointment date and recognize it with a cupcake or card.
4. Let ‘em Eat Cake. Have patient appreciation day once a month in the practice and treat everyone to coffee and donuts or cheese and crackers. Make it a party!
3. Celebrate the Holidays. Fill the office with poinsettias in December and Tulips at April and have patients take one with them. They’ll be so pleasantly surprised and will talk about you to their coworkers and friends!
2. Send Cards. Have each team member choose a patient each day and write a personal note about his visit. “It was great to see you today John and to hear all about your cruise to Alaska.†It takes two minutes and makes a huge impact in the community.
1. Call Patients After Treatment. Doctors, many patients have questions after treatment and don’t want to bother you. A two-minute call in the evening will make a huge impression that will distinguish your practice as a cut above the rest.
by Ginny | May 24, 2007 | Practice Leadership
At the start of your morning meeting have each team member choose a name from the previous day’s schedule and commit to writing a quick note to that patient. Doctors, lead the way for your team by also making a personal commitment to writing a note. A hand-written note congratulating a patient on a special event or accomplishment, wishing them a great vacation or just letting them know you enjoyed the time you spent together will help you all be more in touch and build better relationships with your patients. Imagine the impact this will have on your team as they engage patients each day. Imagine the impact it will have in the community over time. It takes two minutes a day and this is internal marketing at its best.
