This is PART 3 of a 3 part series.  If you missed part 2, you can read it here.

 

Strategy 3: Tools & Systems at the Ready

 

You may already have this dialed in, and we hope you do! If there is one common denominator across high performing teams and individuals it’s preparation and reliance on systems and tools – success mapped out in advance.

 

To wrap up this series, here are our top tried-and-true tools for driving up patient loyalty.

 

Unscheduled Appointments – Reappointing Patients

 

We’ll start here because this is the lowest hanging fruit – and it is also one discipline too many practices remain in the dark about, underestimating both the potential impact and how far off the mark they are today.

 

Unscheduled appointments are the most common way for a patient to drift away. Sure, if you are scheduling out a ways things will change and patients will reschedule. Let that happen! With no future appointment, there is no pre-planned reason for staying in touch. Without being awkward and pressuring, confidently encourage every patient to get their next visit on the calendar so they can ensure they get the date and time that is best for them. Your target reappointment out of hygiene should be 90%.

 

Why Should Your Patients Return?  They Need a Compelling Reason.

 

It may help to first serve up an effective analogy, put together by well-known marketing consultant Dan Kennedy. In short, “compelling” is like a car crash on the side of the road.  Even with little fender benders, everyone driving past can’t help but slow down and rubberneck to see what’s going on.

 

We say a “compelling reason to return” has that same kind of draw. Here’s a couple to start your list of powerful reasons to return:

 

Whitening for Life

 

This concept was popularized by practice management consultant Wendy Briggs, and was developed to keep patients loyal by making whitening continuously available to patients who return regularly for hygiene.

 

Practice for a Cause

 

Also known on the inside as ‘cause marketing’ –  Entrepreneur magazine reports that the number of consumers who said they would switch from one brand to another if the brand was associated with a good cause has climbed to 87%, a dramatic increase in recent years.

 

Smiles For Life is a great example, that also combines some of the whitening concept. Patients receive discounted whitening, and with the supplies donated by Ultradent and chair time donated by the practice, the proceeds are donated to national and local children’s charities.

 

In-House Membership Plans

 

As many patients continue to lose their dental insurance, and as you desire to attract more patients that never had dental insurance to begin, employing an in-house membership plan is becoming increasingly popular – and successful. Patients pay a low recurring fee to get access to their regular hygiene care, and can get their restorative and cosmetic treatment on a reduced fee schedule. It’s a win for everybody. Check out Dental HQ, Boomcloud or Kleer to explore some great options!

 

Doctor–Patient Alignment on Treatment

 

With treatment acceptance rates sputtering, even in well-run practices, one major hurdle to loyalty is a misalignment (we could call it malocclusion?) between doctor recommendations and patient desires.  

 

You don’t have to search hard to find article upon article written by critics condemning dentistry for the fact that a patient shopping around might get the same treatment plan with an estimated total spanning from a few hundred bucks to tens of thousands of dollars.

 

Each patient’s goals are unique.  Some simply want to get out of pain, while others are focused on prevention.  You have those who are focused on achieving the perfect smile, and those on the forefront of health who see how their oral health plays into their total health – the “whole picture”.  

 

Without understanding the patient’s past, present, and desired future – with a focus towards what they truly want (hint: it’s not 3 crowns …), a treatment plan and presentation that falls too short is more than likely. Get aligned and get aligned on what really matters to your patients!

 

The Power of Peace-of-Mind

 

Sure, we’re a broken record on this – only because it works.

 

When it comes to your restorative and cosmetic treatment, today’s patient has more questions than ever before. The power that comes with a proactive approach to offering patients ultimate protection and service comes with question-blasting results!

 

Dental Warranty Certified Practices who have worked this into their every-day treatment planning and service for patients see higher patient engagement, higher treatment acceptance – and grow their results through happier, more loyal patients who continue to come back.

 

Let’s zoom out a little and look at peace-of-mind on a broad consumer level. The industry rule of thumb is that consumers who have a written warranty or protection plan 25% more likely to remain loyal.

 

Not to mention that it just makes sense to encourage healthy habits for your patients! When patients keep their coverage active by doing their part in returning for their continuing care visits – over the course of 5 years of added protection, that’s a commitment for at least 10 return visits and a healthy, happy patient.

Patients come up with lots of reasons not to return on their own. What reasons are you creating for them to choose differently, and choose you?

 

We’ll now end where we started.  If your patients were asked to answer these questions, what would they say:

 

“I chose my dentist because ____________________.”

 

“I stay with my dentist because _______________________________.”

 

All the best as you seek to deliver exceptional care and service, and grow your practice.