Communication is essential to practice success. So, you should always be on top of how you communicate both with your team and with patients. How is your staff presenting the practice to patients? Are there any inefficiencies that can be solved with better communications? What are your scripting needs? These are the questions you should be asking and addressing.
Use at least three to five value-based statements in every new patient phone call. Value-based statements can let new patients know that the practice is happy to help them, delighted they called, and enjoys meeting new patients. These statements can also provide information about the wonderful experiences they will have at the practice, the cutting-edge technology used to help patients, and the interest-free financing that patients can take advantage of. Through value-based statements, patients will anticipate an extremely positive first new patient experience.
Don't forget to identify communication problems -- and correct them. Locate the areas where there are breakdowns in efficiency and come up with simple communication systems to resolve these problems. Effective communication has a positive impact on practice profitability and helps ensure excellent customer service.
Roger P. Levin, DDS, is the CEO of Levin Group, a leading dental management consulting firm, and one of the most sought-after speakers in dentistry. Dr. Levin has authored 65 books and more than 4,000 articles on dental practice management and marketing. You can sign up for the Levin Group Tip of the Day.
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