Ron Sheetz, the Video Marketing Guru

Last month we covered the first 2 Keys to connecting with your audience using a video marketing message. This month we will finish exploring the other 3 keys.

Key #3: Use Stories

People love stories! Reality television is popular and reporting on Twitter exactly what you're doing is popular. When you and friends get together what do you talk about? You share stories with one another. Share stories with your audience and you'll engage them... they'll like you; and people buy from people they know, like and trust.

Key #4: Eye Contact

The eyes are the windows to your soul. People want to look into your eyes and see what you're made of. Often I'm asked, "How do you make eye contact with an audience you can't see?" Look directly into the camera lens and you're making eye contact with your audience. This is so powerful that looking away from the lens can hurt your credibility. I've seen it happen where someone is talking to the camera and they're distracted and they look away, yet never stop talking. This sends a message to your audience that what you're talking about isn't important enough for you to keep eye contact with them. And if it's not important to you why should it be important to them?

Key #5: Smile

Being on camera is not a natural thing for most people and all too often you show your fear. Your audience will be very forgiving, so smile and have fun. The more fun you have the more natural you'll be and the more they know, like and trust you. If you have a lot of fun making your video marketing messages they could go viral. Your audience just might share your video with others and you can't buy that kind of advertising.

The bottom line is to have fun and be yourself... you can't hide it, so share yourself.

Learn how to incorporate and implement videos into your practice by downloading my free guide Video Testimonial Special Report. Send me a note via email today or call 440-606-6244 and learn how to start increasing your exposure and patient base. 

Linda Drevenstedt

Patient satisfaction is a combination of BOTH clinical quality AND customer service quality. The patient does not care how wonderful the crown margin is if they have been treated rudely by staff members, have not been informed about the fees, or have been kept waiting or hurt. Patient satisfaction is a complex mixture of the patient's past experiences (good and bad) as well as their personal needs and values.

12% is the magic increase in productivity when you achieve high patient satisfaction -- patient satisfaction from the patient's point of view.

Profits in high patient satisfaction practices are 10% higher.

Dissatisfied patients TELL at least 11 others. With today's instant "rants" on Facebook™, Twitter™ and email, it is best "not to go there." Do you know WHAT dissatisfies your patients? Here are 10 known culprits:

• Using technical language or jargon.
• Having a condescending tone, attitude toward them - even if they don't floss, you can't talk to adults like they are children.
• Long monologues without a break to include their questions or concerns.
• Not taking care of their insurance and helping them understand it all.
• Jumping into a treatment plan without building rapport and knowing "who" they are.
• Keeping them waiting past 10 minutes.
• Lack of enthusiasm or emotion in your presentation. This may be the hundredth time you have presented a crown as a solution, but you have to make it fresh for this patient.
• Not having a time and private place to discuss financial options.
• Overbearing or pushy doctor or staff.
• Not taking care of their chief complaint first.  

Only Super Satisfied patients will tell others. The bar of customer service is high. Dental practices are generally very good at the basics. It takes EXTRA effort for the patient to sing your praises.

70% of people will pay more for exceptional service. How can you and your team WOW your patients? First and foremost is to pay attention to the patient as an individual. You have to be present and aware of their individuality, needs, pain threshold, and limits at this time.

Painless is a key component to patient satisfaction. Are you acutely aware of any discomforts and DO you take measures to assure patient comfort with injections, hygiene procedures, decay removal, etc. Dentists and hygienists often think this should not hurt so they ignore the signs that the patient is uncomfortable. Learn to be PAINLESS and to pay attention to the patient's pain threshold. Check out www.onpharma.com.

Satisfied and enthusiastic staff AND dentist are the forerunners of patient satisfaction. You are not allowed a bad day. A "SOAP opera" team cannot focus on the satisfaction of the patient.

Study emotional intelligence, selling psychology, communication, and positive attitude to improving patient satisfaction. These are "soft skills" and are often neglected when you are signing up for continuing education. It is always much easier to take another clinical course.

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