Orthotown May 2019 - 43

Delivery
Consider your patient care delivery a partnership: Your job is to provide clinical excellence,
outstanding customer service and a great
patient experience, while your patient's job is
to cooperate, pay for your services and refer
more patients. When this happens seamlessly, it is a win-win.
9. Email campaigns. Your office software can send an email
to everyone in your system. Running an email campaign for one
month is an effective internal marketing practice builder, so send a
limited-time offer email once per week for four weeks. You're sure
to get results at a high return on investment.
New exam offerings are often just enough of a reminder to
get patients' family members interested in starting treatment. A
successful campaign is teeth whitening for a new exam. Some
whitening systems can be done in 20 minutes in your office, so
you can take before-and-after photos to delight your new patient
right from the start of treatment.
10. "We will take great care of you." We're all looking for
outstanding service providers whenever we do business. The seven
words "We will take great care of you" are your dental team's
testimonial to the new patient. Integrity is doing what you say you
will do, and delivering what you have promised.
As professionals, we "profess" to put the care of our patients
above our own needs. This is especially important with difficult
patients, who may have emotional needs and make life difficult
for us as they cry out for help and attention. In difficult times of
service, remember your internal mantra and promise: "We will
take great care of you."

11. Coffee, tea or hot chocolate? Do what vibrant and successful
bookstores do: Make your office a place to connect and relax. For
morning appointments, serve coffee and tea. A hot chocolate gives
patients an immediate feeling of comfort every time they visit your
office, so buy a Keurig machine and serve up the café mocha! A
delighted patient always provides the best word-of-mouth.
12. Patient satisfaction surveys. On debond day, give patients
and their families a customer satisfaction survey. This will not only
provide honest feedback on how you can improve your office but
also pose the simple question: "How likely are you to refer family
and friends?" This question serves as a subtle reminder for your "10"
patients to send you a "10" referral. Use your survey to screen for
raving fans who'd be willing to write a 5-star review on social media.
Harvard researcher Michael Porter outlines three key areas of
happiness in his Social Progress Index as being health care, food and
education. As a health care provider, you are helping your patients
to improve themselves and to be happier. Ask your patients what
aspect of your office makes them most happy. Whatever they answer,
do more of that. Therein lies the secret of internal marketing. n

orthotown.com \\ MAY 2019

http://www.orthotown.com

Orthotown May 2019

Table of Contents for the Digital Edition of Orthotown May 2019