Measure new patient callers that don’t schedule. This is a measurement that most orthodontic practices ignore, but you may be losing tens of thousands of dollars per …
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When new patients call the practice, give them a huge welcome.
When new patients call the practice, give them a huge welcome. Use scripting such as: “Mrs. Jones, I’m delighted that you called. We love meeting new patients.” …
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Build a solid follow-up system for overdue patients.
Build a solid follow-up system for overdue patients. It can take up to nine contacts using phone calls, texts and emails to reach a patient and have them reschedule. It sounds tedious but it’s well …
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Measure all overdue patients.
Measure all overdue patients. This includes all active patients who don’t have their next appointment, have canceled, or have no-showed and have not …
Don’t make excuses.
Don’t make excuses. Even if the excuse is legitimate, it will only hold you back from focusing on how to improve a situation. People who don’t make excuses simply contribute and achieve …
Be understanding about no-shows.
Be understanding about no-shows. No-shows hurt practices, but once in a while they are understandable. Minor car accidents, illness, and work obligations are all unforeseen circumstances that affect …
Take the patient’s side.
Take the patient’s side. If a patient is upset by what their dental insurance doesn’t cover, empathize and sympathize with them. By aligning yourself with the patient, you’ll refocus their annoyance …
Make decisions quickly.
Make decisions quickly. When you’re making a decision simply ask yourself if it will improve the practice or hurt the practice. This simple question will help you to get most of your decisions …
Always get the name.
Always get the name. When patients call your office, getting their name right up front and writing it down phonetically allows you to use it two or three more times in the conversation. People like …
Say something nice about the dentist.
Say something nice about the dentist. Staff members should go out of their way to compliment their doctor to patients. This isn’t to feed the doctor’s ego. It’s a great strategy for creating a feeling …
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Have everyone’s back.
Have everyone’s back. When a doctor or coworker asks you to do something, the single best reply you can give is “I will take care of it.” Those are words that inspire confidence and …
Go out of your way to let every patient know they are appreciated.
Go out of your way to let every patient know they are appreciated. There is a rise in customer service in many businesses that are recovering from the pandemic. …
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