Dos and don'ts for the new patient experience: First impressions last

The average new patient contributes a production level of approximately three times that of a current patient. That's why it's so important to make an excellent first impression. When your practice implements a system for the new patient experience, every interaction reinforces value, confidence, and trust. The patient sees that yours is a caring practice dedicated to providing excellent dentistry -- and the patient in turn will become dedicated to the practice.

Implement scripting to reassure new patients. Like every system, the new patient orientation should be scripted step-by-step. Information should be presented in a positive, professional manner. The conversation should go beyond a basic exchange of information to learning about the patient. Design scripts that also answer frequent patient questions so that you exude confidence and build trust.

Don't just treat new patients like everyone else.Every interaction with patients or potential patients, whether on the phone or in person, is an opportunity to exceed expectations. Don't greet first-time visitors with a request to fill out forms. Instead, provide them with a tour of the office and emphasize how excited you are to have them as patients.

Roger P. Levin, DDS, is the chairman and CEO of practice management consulting firm Levin Group. You can connect with Levin Group on Facebook and Twitter (@Levin_Group) to learn more strategies and share ideas. Also, check out Dr. Levin's free practice management videos at www.levingroup.com/gp.

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