Sally McKenzie

So much of what makes an experience positive, negative, or merely average is wrapped up in "the little things" - a warm friendly greeting, consideration for busy schedules, simplifying a seemingly complicated procedure, etc. The dental practice is no different as subtle messages can have a big impact on how patients perceive the quality of your practice and your team, starting with timing.

Neither the patient nor the dental team appreciates it when staff run behind. It's essential that the scheduling coordinator fully understand how much time is required for procedures. Additionally, consider checking hygiene patients when it is convenient for you, the doctor, not at the end of the hygiene appointment. This requires a little adjustment at first, but can significantly improve efficiency.

In addition, pay attention to the seemingly insignificant cues employees give to patients, specifically, their smiles. If Sarah your assistant can share her beautiful smile with confidence and tell the patient that Dr. GoodDoc is her dentist, and he is absolutely the best, this has a huge positive impact chairside in selling treatment. Moreover, it will reinforce the team's commitment to your practice.

Most importantly, make it easy for your patients to pursue treatment. They like you. They like your team. They trust your recommendations. But they are afraid of the price tag. Eliminate the fear and simplify the process. Offer 10% off if they pay with cash or check for procedures not covered by insurance and over $200. Provide outside financing options. The 12-months interest free financing option is my personal favorite. Yes, the practice has to pay a fee that's about 10%, but the patient gets treatment and the doctor gets paid. All you have to say to the patient is:  "How does 12 months interest free financing sound to you?" and they are usually thrilled to pursue your recommended care.

Finally, don't disappear for six months. Keep your name in front of your patients. Send birthday cards, articles, magnets, electronic newsletters, recipes, etc. McKenzie Management and other companies have products that make ongoing communication with patients easy, convenient, and effective in helping you to build long-term positive relationships with all your patients.