Orthotown November 2019 - 10

embrace progress

Anticipate and provide the service
you think patients might need.
Make their visits easier than ever
before. Keep patients informed of
progress and results.

breakage from stones (a real issue in Arizona),
fuel, and even detailing of my own vehicle.
Granted, a free loaner sounds good, but the
issues mentioned above made the token fee
a bargain.

Easy-to-read dashboard
Texts were generated hourly as my vehicle
made it through the inspection process and,
when the process was completed, I was alerted
by my service adviser. I got text and email
notifications, including a professional PDF
with red, yellow and green checkmarks that
indicated the condition, situation or services
required at this particular interval.
Lastly, I got a call from the adviser
who suggested I opt for an elective service
procedure that I'm used to declining. (It's a
leased vehicle, by the way!) But because of
the ever-so-positive experience, the regular
updating and my perception that this was
a value ... I accepted! And this is the moral
of the first story.

Steered to acceptance
Because of the dealership's attention to
detail, desire to address customers' needs and
employing people who "get it," I elected to
accept optional treatment.

10

NOVEMBER 2019 // orthotown.com

How many of us can relate to this when
offering whitening of teeth, permanent
retainers or other elective services? Upon
returning the vehicle that evening to
reclaim mine, I found that checkout was
easy and my car was detailed, and I left
feeling that I received a great service. By
the way, the service and rental operation
was open until 8 p.m.
The next day or so I received the usual
email asking me for a review of service. The
concise and polite request was promptly
returned with all positive feedback. It was
the least I could do!

Driving home the points
My family has quite a story to share.
Libby, my youngest, has a major elective
dental process in the works. We have begun
to prepare her for some dentistry that has
been in the planning and execution stage for
a while but as we all know, the shoemaker's
daughter needs shoes.
One of my favorite local cosmetic dentists, Dr. Michael Kelly, has performed the
evaluation for the final procedures and has
met with my daughter, who was so impressed.
Understand that she has not had any
restorations completed! But upon returning

to work she was so positive. A number of her
co-workers have already visited him and have
raved about the service. (I can personally
attest to the doctor's fine reputation, work
and team.)
Within days of their experiences, they
too received an automated solicitation for a
review, which they enthusiastically provided.

The takeaways are:
*

Anticipate and provide the service
you think patients might need.
* Make their visits easier than ever
before.
* Keep patients informed of progress
and results.
* When complete, ask for a review.
I'm guilty of not taking advantage of
positive events in our practice.
We have begun a process of asking
patients whether we can post their impromptu
compliments online. Whenever this occurs,
we ask if the patient wouldn't mind putting
that in writing. We have created a merged
document that we immediately send with
a link for providing a review.
In this social media world, if you don't
believe your own stuff and let everyone
know, no one else will. ■
http://www.orthotown.com
Orthotown November 2019

Table of Contents for the Digital Edition of Orthotown November 2019
