Is Your Dental Practice Neglecting Your Patients And Their Best Interests?

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In the delivery of World Class Dental Customer Service the most important outcome, or measure, is really quite simple.

A successful dental practice must have one hundred percent of its scheduled appointments kept and attended by the patients who make those appointments.

Any time that we have appointments missed or rescheduled by our patients means that we have failed our patients and ourselves.

“But that’s impossible to achieve”

I can hear you screaming this now.

And I say:

“No. It is not.”

In a perfect world we could achieve this.

So why not create a perfect world?

Why not have a dental practice where patients are beating a path to your door to be treated?

Could that be possible?

I’m saying, “Yes.”

Here’s how:

Patients must love you.

This is simple.

Your dentists, your dental hygienists, and your dental team members must be such wonderful people that your patients just want to be their friend, regardless of what they do or perform as a living.

“People only do business with people that they like.”

You’ve heard it before and now I’m going to tell it to you again. But with a twist.

“People will always do business with people that they love.”

If your patients LOVE you and love your team, then these patients will have no hesitations or reservations about making appointments to see you and your team for all of the dentistry that they need to have done.

But if your patients fall short of loving you, then they will cancel appointments and delay and defer treatment, sometimes forever.

And always to their own detriment.

Cavities will become larger.

Cavities will become deeper.

Bone loss will become worse.

Bleeding and infection will remain.

And this leads into the second reason why your patients will always return for treatment…

They will return and keep returning while ever they have and understand what needs to be done next for them.

CLEAR. NEXT. STEP.

Patients must know exactly what is being done for them at their next visit.

And they must know exactly what will happen to them if they do not have the treatment completed and over in the recommended time.

The reason that patients do not make ongoing appointments, or they make appointments for treatment but have no intention of attending those appointments is because they have not been told clearly what is being done at the next visit.

And they have not been told clearly what will happen to them if they do not get the treatment completed at the recommended time. Or sooner.

Most dental practices are too vague when it comes to discussing with patients the outcomes of treatment and the consequences of delaying and deferring treatment.

This may be because the dentist or the team members do not want to come across as “pushy”.

But I contend that failing to convince patients to have the treatment they need that is best for their health is in fact professional negligence.

I hear dentists say that they gave the patients all the options and the patient chose not to go ahead with treatment.

I contend that the dentist has failed their patient if they did not give them sufficient compelling reasons to book and schedule their necessary and recommended treatment.

And request to be contacted if an earlier appointment time.

And have that treatment done.

If as dental professionals we fail to have our treatment plans accepted then we have failed our patients and their ongoing well-being.

So how do we achieve this?

We must have a vision of clarity for our business and our staff.

This Vision of clarity must then be so compelling that it impacts profoundly upon those who come to us for treatment.

CLEAR. NEXT. STEP.

Nobody in our business, be they an employee or an owner or a customer, should ever be in any doubt as to exactly what they need to do next, and they must also know exactly what will happen if they do not get done what is needed to be done within the recommended time frame.

With crystal clear clarity.

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Once we have established this culture within our business that becomes recognised and appreciated by our loving and loyal customers, then we will automatically build a clientele of raving loyal fans who love us implicitly.

And so if for some reason a difficulty arises that causes one of our patients to have to delay and reschedule their treatment then we have a choice of patients just willing to step up and have their necessary appointment brought forwards.

If we are unclear we are doing nobody any favours.

It’s not that we need to have scripts to try to prevent our patients calling in and cancelling.

It’s not that we need to have scripts to close patients into appointments for treatment.

It is simply that we need to have the relationships with our patients that they love us and respect us and trust us implicitly so that when we diagnose and plan treatment they are one hundred percent in agreement with all that we need to do for them.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne Australia on Saturday 1 April 2017 with Jayne Bandy and Wolfgang Hofbauer.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at david@theupe.com

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!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , , | Leave a comment

In Business, You Need To Walk The Walk

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When I first started out in business as a Dentist I needed to find myself an accountant.

A good friend recommended me to a friend of hers, who practiced accounting across the other side of town.

On that first visit, as I was leaving his nice office, the phone rang.

It was late afternoon, and as there was nobody else in the office, the accountant answered the phone himself:

RING RING.

“Thank you for calling M.K. Holton and Associates.”

I could not hear the person on the other end of the phone but here’s what I imagine the caller said:

“Can I speak to Mark Holton please?”

Here’s what went on…

The accountant, Mark Holton, who answered the phone, said:

“One moment please and I’ll get him.”

He then proceeded to tap his foot for fifteen seconds with his hand over the mouthpiece, before talking into the handset and saying:

“Hello. This is Mark Holton. How can I help you?

IT WAS CLASSIC SMOKE AND MIRRORS.

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By the name of the firm, you would have expected that M. K. Holton and Associates was more than an operation of one.

Well it appeared to me that it was not.

And to the caller, well, they may never have known that it was a firm of me, myself and I for Mr. Holton.

SO WHAT IS MY POINT?

Sometimes you need to act a little bigger than you are to get ahead or to get a foot in the door.

Sometimes you need to “fake it until you make it”.

Life is full of stories of people who have pushed the boundaries to obtain an edge.

And with great success…..they’ve assumed a mantle, but then they’ve lived up to that assumption.

Because as sure as eggs, society will not be tolerating any imposters, that’s for sure.

If you can only talk the talk, but cannot walk the walk to back up your talk, well, you’re going to be struggling to be credible in the marketplace.

THERE’S A TINY WINDOW OF OPPORTUNITY BEFORE THE HOUSE OF CARDS BLOWS OVER.

So you need to make sure that what you do is backing up what you say.

You cannot be a “Do as I say” person if you get busted for not doing.

You need to back it up with reality, not fiction.

And quickly.

STATISTICALLY, THERE AREN’T TOO MANY NATIONAL VELVETS OUT THERE.

Most champion horses are bred from expensive stock and trained by great trainers.

They are raised well, and fed well.

National Velvet was a fairy tale.

Sure, people win the lottery.

But by and large, lottery winners do not graduate to the INC 500 or the BRW 200.

A colleague of mine in the dental industry once told me that it takes ten years to become an overnight sensation in this industry.

And it certainly doesn’t happen overnight.

Especially if you don’t even have an original thought in your head…
I remember the TV advertisement for the Commonwealth Bank MasterCard back in the 1980s….

“Fifty five days interest free?”

I remember 2MMM’s Doug Mulray telling his listeners how excited they were because they had just seen the guy from that same bank’s TV advert lined up in the bank downstairs below the radio station.

Trouble was he was lined up inside a rival bank.

Boom, Boom.

Oops.

I don’t know what happened to Mr. Holton. A few months later on he sold his accountancy business, and a year after that I started using a different accountant.

In 2014 when new owners took over the Dental Practice that I had sold in 2007 and worked on in, I made the difficult decision to walk away from the business that I had spent more than half of my life in, simply because I saw a conflict between what I had been saying for the previous twenty years, and the direction I was being asked to take, moving forwards.

The actions and behaviours of some of the cast in this scenario were not to the same level of values that I had learned to uphold throughout my life.

Life is really too short to be not living to high ideals.

Are you believable?

Do you believe in yourself?

Or are you simply smoke and mirrors?

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne Australia on Saturday 1 April 2017 with Jayne Bandy and Wolfgang Hofbauer.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at david@theupe.com

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!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , , | Leave a comment

If You Want To Kill Your Business Keep Using Big Words

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I look at Dental Practice websites all the time.

And I’m amazed at all the big words used on them.

Who are these dentists trying to impress?

Are they trying to impress their mothers?

Are they trying to impress other dentists?

They Certainly Aren’t Trying To Impress Their Patients

Patients don’t understand big words.

They don’t understand technical dental words and they certainly do not understand the identification of regular English words.

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They don’t understand these big words on websites and they certainly don’t understand these big words when they are spoken at the dentist.

A patient doesn’t really have any idea what a preventive maintenance examination is?

Is it some form of test? Like a school examination?

Isn’t it something that your high performance European car should be having?

A twenty-six point preventive maintenance examination?

I once heard a dentist tell a patient that their “tooth could become problematic”.

Why not simply tell the patient that the tooth could start to hurt….

The patient will understand that one..

Problematic? Symptomatic? Automatic? Autonomic? Hydrodynamic?

All too confusing….

Another dentist said to a patient:

“While I’m conducting treatment…..”

Conducting?

I’m thinking, maybe “conducting” an orchestra? Or a bus?

Why not simply say:

“Mrs. Patient, while I’m fixing your tooth….”

I’ve Always Said Patients Don’t Come Back For Fillings

Patients don’t buy fillings.

They don’t come back to get fillings.

But they do come back….

Patients Will Come Back To Have Decay Removed

Patients do not want to have decay in their teeth.

Patients understand that decay is something that rots their teeth.

Patients understand that decay is not static. It grows.

Patients want it removed.

“Treating a cavity?”

“Completing a restoration?”

What the heck? Patients don’t understand these dental adaptations of the English language…

“Just get the decay out would you doc?”

“I’ll be treating this tooth conservatively” is what the dentist told the patient…

“Conservatively?”

Like a conservative political view?

What does that mean to the patient?

All the patient wants is for you to fix the tooth so it won’t hurt them.

Patients presume and assume that all dentists treat teeth in a conservative manner.

Patients have no idea what the opposite of conservative is in this case…..

And it just doesn’t stop there in the treatment room….

When the bewildered patient and their thesaurus arrive back at the front desk following treatment, they are bombarded with more jargon and big words.

“I’m going to schedule you an appointment…”

“I have an opening…”

Who speaks like that?

“And if circumstances change….”

Really?

Here’s what is better…

Firstly, we are assuming that urgency about the next visit has been created with clarity by the dentist and the dental assistant.

Then, all that needs to be said is this:

“Theresa, the soonest I can get you in with Dr. Moffet to [solve your problem] is next Wednesday at 930am.”

And then go ahead and make the booking….

Also, after making the appointment time, always finish by saying:

“And if something comes up sooner Theresa I’m going to call you and bring that time forward for you.”

[Because the dentist has already created this agreement with the patient in the treatment room]

Have you ever noticed that confused people just nod their heads and go along with things…..

Rather than make themselves look stupid?

That’s what happens when you use big words… the other person sometimes just agrees so as not to look stupid.

I once saw a comedian in America showing an audience a fine polished piece of wood that he had crafted.

He told the audience how luxurious this piece of wood was, as he stroked it fondly…

He told the audience:

“It looks very lavernous…”

And many in the audience nodded in agreement.

The comedian then explained to the audience, made up mostly of dentists, that the word “lavernous” was not a real word, but rather one that he had made up.

And he was surprised at how many of the audience just nodded and agreed with him about how lavernous his piece of wood looked….

Our patients do exactly the same thing when we speak big words to them.

They nod in agreement.

And then later, usually when they get home, they call back and cancel their appointment.

Because they are confused…

You’ve heard me say this before…

CLEAR. NEXT. STEP.

Always make sure that all communication in your dental office is one hundred percent understood.

With total clarity.

Just because you know what big words mean, doesn’t mean that your staff and your patients know and understand.

So seek clarity.

And remember, sometimes small is better.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne Australia on Saturday 1 April 2017 with Jayne Bandy and Wolfgang Hofbauer.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at david@theupe.com

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!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , , | Leave a comment

If There Is No Point Then What Is The Point?

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This week, a quotation from five years ago by my friend James Malinchak appeared as a memory on my Facebook wall.

“Always remember – you are NOT in business to run a business! You are in business as an entrepreneur to create FREEDOM for yourself!” 

A very simple and yet powerful and relevant comment.

Over the years I’ve met dentists who as business owners have forgotten that this is their purpose.

What’s the point of being in business and owning a Dental Office if all that you’ve done is bought yourself a business that worries you sick for eighteen hours a day and seven days a week and barely provides you with enough money to support your family?

What’s the point of that?

You may as well go work as a dentist for someone else and have to worry only forty hours a week, and even then not have to worry or concern yourself with anything else than thoughts of your own about yourself.

You would not have to worry about paying the rent.

Nor would you have to worry about whether or not you were going to make payroll for the week…..

Seriously, if your business is not making you a profit that you can be squirrelling away to create freedom and lifestyle with, then ask yourself this:

“Why?”

Why are you creating all that negative energy and emotion just to break even?

Why are you putting yourself through all that?

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Here is what I hear:

“My patients are different.”

“My area is different.”

I’ll let you in on a little secret….

No they are not.

Here’s a tip….

In all areas, twenty to twenty five percent of the population are happy to pay extra to receive better service and a better experience.

Our job is to find those twenty to twenty five percent of the population.

It makes sense that if we are going to be doing something, if we are going to be performing a duty or providing a service, then why not do that, why not provide that service to someone who will be appreciative of that service rather than someone who is not?

And be compensated and rewarded accordingly to do so?

When you apply this filter, this principle, to your Dental Business, to any business, certain things begin to happen.

Your business becomes less stressful.

It’s amazing how this works, but what happens is that “more of the same breeds more of the same.”

By this I mean that when you have your eye out for customers who are nice, who are willing to pay a little more to receive a little more, then a shift happens.

Your clients who are hagglers, your clients who apply their own personal pressures to you, in your business, these people start to self-sort and filter themselves away from your practice.

But they are replaced by customers who are looking for better service.

And so you are dealing with a better type of patron.

And that in itself is less stressful.

Your business becomes more profitable

This is simple math.

If you charge a little more, because you are providing a better product, you will make more profit for the same effort.

And even if you lose a small percentage of clients and are still only collecting the same total amount at the end of the week, your overhead will be less and your stress level will be less.

That’s a WIN-WIN.

Here’s what I found at my dental office in working class Western Sydney:

As we provided a better service, as we provided a better product and as we charged or billed accordingly, our collections increased and our bottom line profit rose.

And our stress levels were reduced, because we were serving a more appreciative clientele.

In an area where people worked in average jobs and earned average incomes and drove average cars and lived in average homes.

Those that wanted to be cared for in a pleasant environment based on care and respect and on gratitude were happy to come to a place where they were treated accordingly.

And were happy to pay a little more for the privilege.

If you deliver a good product and you treat people well and you charge accordingly, you will create a business that does create freedom for yourself and not shackles and leg-irons.

If I can do it then you can do it too.

If it has been done it can be done.

The choice is yours….

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne Australia on Saturday 1 April 2017 with Jayne Bandy and Wolfgang Hofbauer.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at david@theupe.com

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!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , , | 1 Comment

Where Do I Start When It Comes To Customer Service?

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It’s February, and it’s time to review our progress on those New Year Resolutions.

How have you been going?

Are you making headway with the changes and improvements that you are so keen to implement in your Dental Office?

Or have those ideas and plans been shelved?

Have they been put on the back-burner?

“We’ll get around to them…. one day….”

And one day never comes.

More of the same breeds more of the same.

Firstly, we need to know what we want to do and achieve before we begin doing and trying to achieve anything.

We need to look at the big picture first.

And then break that big picture down into its component parts.

As opposed to starting with the component parts and then trying to tie them together.

By looking at the big picture firstly we will then have a common purpose for all employees in our organisation to refer to.

This will then be our anchor point, our point of reference.

Julie Andrews sang:

“Let’s start at the very beginning. A very good place to start….”

To begin, we need to make sure we know why we are in business.
We need a purpose for ourselves and for our employees.

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What we need is a Customer Service Vision Statement.

A Customer Service Vision Statement serves as a clear purpose as to why your business exists.

“A company’s Service Vision serves as a rallying point across the organisation by being the one thing that all employees have in common no matter what the individual job or title may be.” – Disney Institute

Disney knows it.

The Disney Vision Statement is the central focal point that every employee is able to refer to on any occasion to clarify the reason why the business exists and also exactly what the business is trying to achieve.

When James McManemon, General Manager of The Ritz-Carlton was asked:

“If you were starting a new business, any business, and wanted to make customer service your value proposition, what would you do first?”

He replied simply:

“The first thing I would do is create the Service Vision for the Company. Be crystal clear with what the company’s vision is, and be able to articulate that extremely well. Then I would hire talent based on that same belief, only adding employees that share those service values, and finally create the processes and training to achieve that Service Vision.”

It is only once we have everyone on our team aligned with our vision that we can then begin implementing the multitude of pieces of customer service magic that we know will be impactful upon our valued customers, clients, and patients.

We must never put the cart before the horse.

To be truly effective we need to have our Vision Statement clearly defined as our business’s point of reference prior to the implementation of any ideas or thoughts or systems.

Because your clearly defined Vision Statement for your office is the reason why we give all patients a warm towel *ALWAYS* each and every time regardless.

Our Vision Statement is the reason why we greet *EVERY* arriving patient as if the were our long lost friend coming over to our home for a Sunday afternoon roast dinner.

No matter what.

Our Vision Statement defines who we are and how we are perceived in the greater community.

Lone points and actions scattered incidentally throughout our day are merely cardboard or papier-mâché unless we have a clearly defined Vision Statement as our defining purpose.

And that’s where it all needs to start….

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne Australia on Saturday 1 April 2017 with Jayne Bandy and Wolfgang Hofbauer.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at david@theupe.com

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!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , , | Leave a comment

Same Town. Different Dental Practices. Vastly Different Results. You Choose….

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Can you imagine two Dental Offices in the same town, in the same street, side by side, but with two different results?

What about in the same building?

Case #1: Parramatta. NSW. Australia.

In 1996, I decided I wanted to sell my dental office.

I had recently renovated my suite, and my collections had flat-lined for the year, and the three previous years, at an average of AUD$400,000.00 per year, which at the time was 250% more than the average dental office was collecting.

I was getting bored…

But as you know from my story, I could not sell my practice.

Nor could I “give it away” for AUD$160,000.00 Sale Price.

One option that I considered back then was the purchase of a neighbouring Dental Office located two doors down the road in a reasonably more visible street-front location.

This office for sale was owned by two older dentists who I knew personally, and who were ready to retire.

However, I did not purchase their practice, because they also wanted to sell me the very old and very small upstairs-downstairs building where they housed their practice, and to put it politely, the building was “antiquated” to say the least.

What interested me was that although these two dentists had worked four and a half days every week *EACH* for the previous forty years, their annual collections from their patients were a combined three-quarters total of what I had been doing on my own hidden away from the street in the building two doors up the road.

Yes together the two dentists were collecting only a tick over three hundred thousand dollars annually.

Despite their highly visible location and their solid longstanding reputation in the community.

Me?

I’d only been in my dental practice for nine years.

And within the first five of those nine years I had increased the collections of that practice by nearly three hundred percent.

And yet I felt dissatisfied with my lot….

How could two dental offices located side by side [bar one small building in between] in the same street in the same town and with the same longevity [my office had previously been owned by a long term retiring dentist] have two strikingly different amounts of collections both in total as well as in dollars per dentist per hour?

How Could This Be So?

Fast forward to 2017…

Case #2: Any Town. Some Town. Upstate. East Coast. USA.

A friend of mine works for a dentist in a non-capital city on the Eastern Side of the United States of America.

It’s a one doctor office and for reasons known only to him he chooses to work only three days per week and only for six hours each day.

This dentist works only eighteen hours each week.

Last year in 2016 his Dental Office collected USD$706,000.00 by choice working only eighteen hours per week.

By contrast, another Dental Office in the *SAME BUILDING* on a lower floor has three dentists working eight hours per day for FIVE days each per week.

That’s a total of 120 hours of dentistry being done there each week.

And that three dentist office collected the grand total of USD$575,000.00 last year.

Yes. You have read correctly.

A dental office working only fifteen percent of the hours that a neighbouring dental office is doing is collecting twenty three percent more!!

Same town!

Same street!!

Same Building!!!

In both of these cases, Case #1 and Case#2, it is very difficult to blame the economy as being the major factor in the difference in performance of the two very different Dental Offices.

SO WHAT CAUSES THE DIFFERENCE?

Well, in the 2017 story right there on the East Coast of the USA, the major difference between the two offices was that the three doctor office was doing a lot of “Insurance Work” while the single doctor office was doing primarily Fee For Service Dentistry.

And I’d suggest that back in 1996 back in Downtown Parramatta, I was doing exactly the same.

I was doing no “Insurance Only” work on my patients.

In Parramatta in 1996 I was doing fee for service dentistry, yet I was doing it in an average town on average patients who lived in average homes and worked for average incomes.

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My belief now is that in every town in every city in every state, you will find a percentage of people in the population who are happy and educated enough to want to spend whatever is necessary to receive the dentistry that they need.

Without compromise.

And these two stories prove that point.

So long as you back up your exceptional dental services with a caring and sharing disposition and world-class customer service systems, you’ll build a following of patients happy to continue seeing you and more than happy to receive from you the dentistry that you highly recommend.

In any area no matter what the economy.

How do I know?

In 1996, when my office was flat-lining at AUD$400K per annum collections, a dentist friend of mine working in a lower socio-economic area of Western Sydney collected AUD$880K in one year.

I learnt right then that anything was possible…if you believed in it…

“You can’t do nothing that you can’t put your mind to…” – Robert Palmer

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne Australia on Saturday 1 April 2017 with Jayne Bandy and Wolfgang Hofbauer.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at david@theupe.com

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!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , , | Leave a comment

Maximising The Use Of The Fine Art Of Regrouping In Your Dental Office.

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Last night here in Sydney there was nothing on TV.

And I mean NOTHING!

I surfed the channels and in desperation settled on a station showing a tennis competition being played in regional Australia.

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The match was between Nadal from Spain and Federer from Switzerland.

Surprisingly, the match ended up being quite enthralling.

Firstly this Federer chap seemed to have the upper hand.

Then the Spaniard took control and looked all points a winner before low and behold, if the Swiss guy did not just turn it around again to take control after three sets.

And then, in a plot worthy of Agatha Christie, the Spaniard surged back to claim the fourth set and an early break in the fifth.

But someone forgot to tell the Swiss guy the game plan, because again, like Lazarus, he rose from the dead and came back to win the match, and the championship, whatever that was…

What really interested me was how the Swiss guy used a medical time out of over six minutes in length at the end of the fourth set to go off court and receive some attention.

For poor old Nadal, this was like a killer blow, because he had to put his momentum on hold for a long period of time while Federer was back in the change room having a Tosca and getting a massage on his right quadriceps muscle, so they said.

It must have been a real challenge for Nadal to try to maintain his momentum, and although he took a lead early in the final set, he was not able to withhold a late challenge from the Swiss guy who returned revitalized and ended up winning the match.

So what has this got to do with Dentistry?

Have you ever had a team member answer your dental office phone only to be blown away by the demands and questions of the caller?

So much so that the end result of that call is that the caller has NOT made an appointment with your office, and has decided to try to make an appointment elsewhere instead?

How do you know that they are going to go elsewhere?

Well, that’s simple.

If they did not make a time with you about coming in to your office, then they sure as eggs are going to try getting in somewhere else.

You see, nobody in their right mind sits down one sunny afternoon and decides to call hundreds of dentists as an activity just simply to help them pass the time of day.

Do they?

Of course not!

So what this means is that everybody who calls your dental office is really a person in need of an appointment time with your dentist or your hygienist.

And it is our job on the front desk answering the phone, to be make sure that we are able to get these callers in to our appointment schedule and help them with their dental problem.

After all that is why they have called us, isn’t it?

Not because they had a spare fifteen minutes so they thought that they would begin some random dental office survey of prices, treatments and modalities….

And that’s where this time out thingy used by this Swiss guy last night can be used in the Dental Office to help secure appointments.

Do what Federer did.

If the phone call is not going the way that you think it should be going then ask the caller for a time out period.

Say what?

Yes, ask the caller if they mind if you put them on hold for a moment.

“Excuse me Mrs Caller…Would you mind if I placed you on hold for a very short moment? Is that OK? I won’t be a moment. Thank you. I’ll be straight back….” 

Of course Mrs. Caller will happily allow you to put her on hold, just for a moment.

And it is in this valuable interlude time that you can take a sip of water, and regather your thoughts afresh and come back onto the phone with all cylinders firing and recharged so that you will achieve a satisfactory outcome for the caller.

And that outcome is fairly, that we secure an appointment for the caller to come into our office and see our dentist.

Because for them to go elsewhere is not the best possible outcome for both them and for our dental office as well.

In sporting events these days more and more, the use of the time-out period is on the rise where it is being used strategically during the event to take some momentum away from the in-form opponent at crucial moments.

So let us learn from our recreational colleagues.

Let us learn to utilise procedures and protocols and systems available to us to the advantage of us and of our business.

The use of a time-out, when answering the phone, is a classic example.

When we return to the call we are refreshed, regrouped and polite:

“Thank you Mrs. Caller for allowing me to take that call. “Now, where were we…?”

Mrs. Caller will be a little out of position as a result of this said interruption.
This will allow our dental receptionist the opportunity help solve Mrs. Caller’s issues and schedule her a time to see our dentist.

If your front office people feel that they are missing out on scheduling some new patent enquiries then the tactical use of the time out during those calls could well be the correct medicine.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne Australia on Saturday 1 April 2017 with Jayne Bandy and Wolfgang Hofbauer.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at david@theupe.com

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Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , , | 4 Comments