7 Patient-centered Pearls To Wow New Patients (part Ii Of Iii)
We know there is no “magic formula” to success. Neither is there a magic formula to new patient enrollments or Case Acceptance. There are seven key ingredients a patient-centered practice has in common. These ingredients will help you “Wow” new patients seeking treatment from you.
In Part I of this three-part series, you learned the first two ingredients— Patient/Parent Aggravation Were Non-Existent and Empty Promises Are Never Made.
Below are three more of the seven key ingredients a “patient-centered” orthodontic or dental practice has in common.
#3—The New Patient’s Experience must be Managed
The first experience to your office should be personable and enjoyable. Most often is it the little touches and comments that have nothing to do with the initial exam the patient remembers. Was it a comment from you on their “cool” haircut or long baggy pants? Was it the question you asked the patient on how many goals they made in their soccer game yesterday? Or could it be that you looked them directly in the eyes as you said, “I will give you a beautiful smile that you will be proud of.” It is hard to put your finger on what will give the patient a warm feeling about you and your practice. A patient can be given the ‘warm fuzzies’ when you have ‘managed’ their experience.
Solution: Simply put yourself in the patient’s place, think of them first and you or anyone on your team can’t lose.
#4— Involve the New Patient
The new patient may not have any idea what to expect or have unrealistic or preconceived ideas about what to expect at the initial exam. Family members, especially older siblings, can play cruel jokes and tell horror stories just for fun. The new patient could also be extremely curious about the orthodontic experience and will want to know everything that is going to happen. What do you do to make the patient feel part of the process? What aren’t you doing that you could to make the new patient feel a part of their treatment? Is the new patient left in the consult room for more than five minutes while waiting for the doctor?
Solution: Get answers to these questions and take immediate action. Consider taking the new patient in the operatory to watch
#5—Have Fun
As professionals, we should not take everything so seriously. Learn to laugh at yourself and with your patients. By taking risks and having fun, your patients will follow your lead. Each team member should be responsible for getting patients excited and helping them relax while ‘visiting’ your practice. They are actually on loan to you for a short time. They are patients of their general dentist, many times, for life.
Solution: Patient contests, practice events and seasonal themes are very popular in orthodontic practices. The success of these “fun events” will only be as successful as you and your team’s enthusiasm towards patient participation.
Remember, you are creating Practice Ambassadors. To “wow” your new patients isn’t enough. You must give them the same care throughout their treatment. Their referrals are contingent upon you and your team providing extraordinary care on a daily basis. Sadly but true, too many of us have come to expect mediocrity because that’s what we experience far too often. When someone extracts a “wow” from us, we can’t wait to tell someone every detail. Give your patients something great to talk about with others about you and your exceptional team!
The final two Patient-Centered Pearls to “Wow” [your] New Patients will be published by month’s end. Until then, remember every aspect of the patient’s experience should be based on what is best for the patient.
© 2007 Avis Ward of AWard Consulting, LLC
Avis Ward is a Dental Marketing Consulting specializing in Orthodontics. More information about Avis can be found here: http://aviswardconsulting.com/ or Avis Ward Avis invites you to view her blog.
Tags: Fun, Patient Care, Patient-Centered, Pearls, Practice, Practice Ambassadors, Referrals, Service, Wow
