30 Little Things That Make Big Things Happen In Your Dental Practice

30 Little Things That Make Big Things Happen In Your Dental Practice

 “It’s the little details that are vital.

Little things make big things happen.” ~John Wooden

 Hello Friends,

It’s the little details, the little things that can make the biggest impact on your practice growth and the happiness of your team.  Best of all, the little things (ideas) that I am sharing today are FREE or very low-cost and most only require seconds of your time.

Here is a list of 30 little things you can do starting today to greatly improve your office and in turn your personal life too!

  1. Hello, Good Morning! – Make it a point to greet your fellow team members’ every morning. Let people know that you see them and acknowledge them with a hello.
  2. Smile More – Smiles are contagious. Smile before you pick up the phone, smile to passersby, smile to your teammates, and smile in the mirror. Smiling will boost your mood, put people at ease, and makes you more likable.
  3. Say My Name – Everyone likes to hear his or her name. Greet your patient’s by name. Use their name during treatment. Thank them by name for coming in or calling.
  4. Thank you – Express your appreciation.  Saying thank you improves your office, your health, and the patient’s experience.
  5. Choose to be Positive – Your attitude is a choice and that choice is 100% within your control. Avoid spreading negativity by sharing bad patient experiences, personal problems, or problems with other team members. Choose to be happy and positive.
  6. Be Kind – Be kind to your patients, strangers, sales reps, and callers.
  7. I’m Sorry – Accept responsibility when you are wrong. Be honest; simply say “I’m sorry I/We messed up”. (Tip: Keep small ($5) gift cards for coffee to give to your patients when you’ve messed up, i.e. running late, lab case mistake, appt. mix up, etc.)
  8. Friendly Greeting – Warmly greet every person that visits the office. Even if you’re on the phone or taking care of a patient, you can acknowledge the other person with a smile.
  9. Say Please – Make it a habit to say please every time you ask for something.
  10. Offer a Proper Handshake- A nice, firm handshake shows confidence and makes a good impression. (Tip: When a new patient comes into the office, come from around the desk and welcome them with a handshake.)
  11. Check it Twice – Before you send that email, letter, or text, check it for spelling errors.
  12. Social Media Sites – If your office is using social media sites be sure to like and follow the pages of local businesses within your community. Click the LIKE button or comment on their posts. This is an easy way to build relationships.
  13. No Cell Phones – Turn down the volume and put your cell phone away while you’re on the clock. Ask your family and friends to call the office line in the event of an emergency. Be fully present during work hours.
  14. Write it Down- Start and end your day with to-do lists. Write a note or set an electronic reminder to check on that claim, call your patient, check voice mail, etc. Writing things down prevents you from forgetting things that are important. (Tip: Avoid placing sticky notes around your workstation. Clutter is chaos to the patient.  Place reminders in a notebook that you frequently refer to or set electronic reminders.)
  15. Commendation – Commend a fellow team member when you catch them doing something “right”. Commendation boosts morale.  (Tip: Commend & reward the behavior and actions that you want to see more of.)
  16. Business Cards – Carry your business cards with you and use them! Get your team personalized business cards to hand out to patients and people they do business with. (Tip: Use the back of the business card with a call to action invitation.)
  17. Stay on Time – If you’re often running behind schedule, investigate as to the reason(s) why. If you know the why… change whatever it is causing you to stray from the schedule. Running behind schedule sends a message to your patients and your team that you don’t respect their time. Arriving at the office with plenty of time before the first scheduled patient, expecting your patients to arrive on time, never wait on hygiene exams, calculate the actual amount of time it takes to do procedures, control the schedules, these things will help you stay on time.
  18. Patient of the Day! – Select a patient from the day’s schedule to be your “patient of the day”.  Give them a certificate, a small gift and take their picture to share on your social media sites. This is a fun and inexpensive way to exceed your patients’ expectations.  SEE Dental Patient of the Day Ideas
  19. Post-Op Calls – Doctors and Hygienists, call your patients at the end of the day to see how well they are doing. (Tip: Call all patients that received an extraction, perio treatment, difficult procedure, were fearful or new to the office.)
  20. Pre-Op Calls – Doctors and Hygienists start building your relationship with a new patient before they step foot in the practice. Call and give a warm welcome, let them know you are looking forward to meeting them at their appointment. It’s unexpected, takes only a few minutes and will really make your new patient feel special.
  21. Send a Card – In this electronic age, rarely do people get “real” mail. Send hand-written thank you, get well, thinking of you, anniversary, sympathy, and congratulations cards to your patients.  They will truly appreciate it! (Tip: Keep a supply of cards on hand in the office.)
  22. Everybody Clean Up – Pick up the piece of paper from the floor, dust off the plants, keep your workspace and the restroom clean. SEE Clean Your Dental Office
  23. Replace the roll of Toilet Paper – Even if there are still a few squares left to spare, replace with a fresh roll. While you’re at, go ahead and fold the toilet paper into a pretty fan.
  24. Huddle Up – The morning meeting is essential for a successful day. If you tried in the past to have a morning huddle and it didn’t work out… try again! However, this time, please follow these tried and true suggestions & tips for morning meeting success.
  25. Negative Gossip – Refuse to listen to gossip and stop speaking & spreading gossip. Simple. As. That.
  26. Dress the Part – If you want it to be a great day, start by looking great. Wear clothes that reflect the excellent care you give your patients. This means wearing professional, clean and wrinkle-free clothes.  Also, your hair and body should be clean and odor-free. (Yes, I went there.)
  27.  Verbiage Matters – Use these words often: Absolutely, I’ll be happy to, My pleasure, You are very welcome, Certainly, and Right away.
  28. Acknowledge and Reward Referrals  For every patient you must have a referral source, how else will you be able to track what marketing works and what doesn’t? Especially if you want more referrals from your current patients, then reward the behavior that you want to see more of. Acknowledge and Reward your referrals.
  29. Answer the office Phone – This one is KEY to your success. All of your marketing efforts lead people to the phone first. Answer the office phone during the times when patients and new patients are most likely to call. This includes lunch hours. SEE How to Effectively Answer The Dental Office Phone
  30. Memorable Goodbyes – Make a great last impression with a friendly goodbye…be sure to use the patient’s name.

 “I try to do the right thing at the right time. They may just be little things, but usually, they make the difference between winning and losing.”

~Kareem Abdul-Jabbar

Do the right thing, as a team work together to implement these little things in your office every day. Print this list and review it at your next team meeting.  Enjoy practice growth with a happier team and happy patients.

Looking for even more ideas? Check out my articles Ten Ways to Stay in Touch with your Dental Patients and How to Attract and Cultivate Loyal Dental Patients

If you would like help implementing these or other ideas into your practice and daily life, contact me at bhaydenconsulting@gmail.com to learn more about my coaching services.

Are you receiving my dental marketing and practice management tips and ideas via email each week? If not, start following today this way you won’t miss a single idea!

Yours for Greater Success!

~Betty

P.S. Please stop by and say hello to me on  FacebookTwitterInstagramLinkedIn and Pinterest

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How to Attract and Cultivate Loyal Dental Patients

How to Attract and Cultivate Loyal Dental Patients

Hello Friends,

Loyal patients, isn’t that what we want? Loyal patients’ that return year after year; accept your treatment recommendations, and refer their friends, family, neighbors, and co-workers? They are loyal to your dental practice because they like and trust you.  Sounds lovely, right?

How do you cultivate loyal dental patients?  It certainly isn’t enough to just bring new patients into the practice. You earn this privilege to serve them not just for a moment but for life.

loyal dental patients patient retention betty hayden consulting

Is it really a privilege to serve them? Absolutely! Any office that struggles with getting and keeping new patients, struggles with getting patients to accept their treatment recommendations, struggles with the hygiene department’s continuing care reports and Swiss cheese-like appointment schedules, struggles to keep up with all the record transfer requests from patients and their new dental office, will learn (hopefully quickly) that having loyal patients in your practice is an earned privilege. The aforementioned struggles are greatly reduced or eliminated altogether.

How do you earn this privilege?  Consistently exceed your patients’ expectations.

Here are 12 ways you can do this (in no particular order)…

(1) Pre-Op Calls – Doctors and Hygienists start building your relationship with a new patient before they step foot in the practice. Call and give a warm welcome, let them know you are looking forward to meeting them at their appointment.It’s unexpected, takes only a few minutes and will really make your new patient feel special.

(2) Post-Op Calls – Call your patients in the evening to see how well they are doing.

(3) Acknowledge and Reward Referrals  For every patient you must have a referral source, how else will you be able to track what marketing works and what doesn’t? Especially if you want more referrals from your current patients, then reward the behavior that you want to see more of. Acknowledge and Reward your referrals. If you don’t already have a protocol in place, make a plan as soon as possible. Please do me a favor, and avoid sending the same exact thank- you to the same patient every time they refer someone… no “groundhog-day thank you’s”. Change it up!

(4) Sending Cards – Keep Sympathy, Anniversary, Welcome, Congratulations, Thinking of you and Get Well cards on hand to send to your patients. As a team, remain alert to opportunities to surprise your patients with a card.

(5) Answering the Phone – This one is KEY to your success. All of your marketing efforts lead people to the phone first. Don’t waste your money by losing the potential patient or aggravating current patients due to poor telephone skills and habits. Your entire team should be trained on how to properly answer the phone and handle the call.Answering the phone is a privilege and a great opportunity!  SEE How to Effectively Answer the Dental Office Telephone

(6) Stay on Time – If you’re often running behind schedule, investigate as to the reason(s) why. If you know why, change whatever is causing you to stray from the schedule. Running behind schedule sends a message to your patients and your team that you don’t respect their time. Arriving at the office with plenty of time before the first scheduled patient, expecting your patients to arrive on time, never wait on hygiene exams, calculating the actual amount of time it takes to do procedures, controlling the schedules, these things will help you stay on time. Avoid working through lunch hours… everyone needs that time to recharge their batteries.

(7) Treat your employees the way you want them to treat your best patient – Communicate your goals, expectations, and vision with your team. Ask for their thoughts and ideas during your team meetings (speaking of meetings, be sure you’re having a daily morning huddle). Reward the behaviors you want to see more of. Be friendly, grateful and respectful even on the days when you don’t want to be. Do not share in or tolerate any negative gossip about team members or patients! Have FUN at work and on occasion, outside of work with employee appreciation events. Remember this, “Customers will never love a company until the employees love it first.”– Simon Sinek

Hire (and keep) only the best employees. “Remember there is no way that the quality of customer service can exceed the quality of the people who provide it.” Liz Tahir

Invest in your team with continuing education courses (ex: TBSE), and training for your computer software, telephone skills, social media sites, dental terminology, protocols, procedures, and technology.

(8) Stay in Touch – Find/Create ways to stay in touch with your patients via telephone calls, continuing care postcards/letters and on your social media sites.  Keep your name in front of them. SEE: Ten Ways to Stay in Touch with your Dental Patients

This includes incomplete treatment & continuing care reminders. Be sure to diligently follow-up on any patients that are due, past-due or have treatment planned but not scheduled. Don’t allow patients to fall through the cracks due to poor systems for follow-up.

(9) Deliver exceptional dental care – Give your patients the best care…always!Really, LISTEN to your patients. Don’t just see and treat “teeth”. Get to know your patients as individuals. Take an interest in them. What are their oral healthcare values & priorities?  What’s in it for them, not you or the office.

Be sure to keep current with dental technology, procedures, and products.

(10) Maintain a safe and clean office – Outside & Inside your office, you want to send a positive message about your care by keeping your office very clean, well maintained and welcoming. SEE Spring Clean Your Dental Office Using Your 5 Senses

(11) Be My Guest – Treat your patients as a guest in your home. From your first patient of the day to your last patient for the day, make them feel welcome.

(12) Honesty –  #1 Be honest with your patients regarding your fees and treatment. The quickest way to lose a patient is by them perceiving they’re being taken advantage of. Clearly, explain the cost to do the treatment and the cost of doing nothing. Estimate as closely as possible the patient’s financial portion for treatment. Some will tell you that you should never quote fees over the phone…I strongly disagree. Why? You’ll lose many of your shopper callers by refusing to answer their request for a quote on a fee. They’re calling because they need/want a particular service. They’re ready! Make it easy for them to choose your office by honestly answering their question. Because you cannot make an actual diagnosis over the phone, it’s impossible to know exactly what their cost will be, give a range of fees and offer for them to come in for a complimentary consultation.

#2 -When you mess up, admit it. No excuses or passing blame. Say you’re sorry and make it right. Consider keeping gift cards on hand to give to your patients when something doesn’t go as planned. (ex: lab case error, scheduling error, etc) Oh, if you find yourself apologizing a lot… see what you can do proactively to minimize future mistakes.

There are no short cuts, if your goal is to grow your practice with patients that are not merely satisfied but are delighted with your service and remain loyal to your practice, you must remain loyal to your goals, your mission, and your promise.

I love hearing your comments and ideas, please continue sharing them with me. Remember, I’m happy to answer any questions and concerns you may have.

Are you receiving my free dental marketing and practice management ideas every month to your email? If not, PLEASE take a second and follow today or send me (bhaydenconsulting@gmail.com) your email address and I will send you an invitation to follow. This way, you won’t miss a single idea. Feel free to share my blog with your dental friends. ~ Thank you!

Yours for Greater Success!

~Betty

P.S. Please stop by and say hello to me on  FacebookTwitterInstagramLinkedIn and Pinterest

Why Plant Dental Marketing Seeds Of Greatness?

Why Plant Dental Marketing Seeds Of Greatness?

Hello Friends,

Marketing your dental practice is like planting seeds. Some seeds sprout right away, others may take a while. You may have written some seeds off as a loss and when you least expect it, there it sprouts and produces beautiful results. And some may sprout where you don’t even remember planting.

” If you can look into the seeds of time, And say which grain will grow and which will not.       Speak then to me.”~ William Shakespeare

What are your marketing seeds? 

Marketing Seeds Include:

  • Current Patients/Referral Programs
  • Social Media
  • Direct Mail
  • Patient Appreciation Gifts
  • Staying in Touch with your patients
  • The Patient Experience
  • Digital Marketing (Website, SEO, Emails, Mobile Devices, Google, Etc.)
  • Your Brand
  • Community/Charity Involvement
  • Local Business Partnerships
  • You and Your Team

So if you think marketing isn’t important or maybe are proud to say that you’ve never needed to do any marketing, guess what? You have been marketing and it is important.  As you can see from the above list of marketing seeds, everything that you do, everything that the patient (and potential patient) sees, hears & feels is a form of marketing.

Everything Matters and as Fred Joyal says Everything is Marketing!

Take some time today and think about what you are sowing & producing.

Look at your practice through the eyes of your patients and potential patients.

Look closely at yourself, your team, the exterior, and interior of your building, all office systems, your lab, sterilization procedures, website & social media sites, marketing materials, marketing programs and the patient experience. Weeds can sneak in very easily if you don’t work to prevent them or if you ignore them when they are small.

Be wary of these two especially dangerous weeds: Poor telephone call systems and poor team member attitudes. See How to Effectively Answer the Dental Office Telephone & Tips to Improve your Dental Office Part 4 ~ Happy Team

Examine your referral sources & patient retention numbers, this will be a key indicator as to the quality & quantity of the seeds you and your team are planting. Who is referring the new patients and who isn’t? And why? Are you known as the go to dental expert in the community? If not, why not?

Do you provide your patients with a consistent & quality experience over the telephone? What about during & after their visit? Are you exceeding their expectations?

Are you and your team members involved in the community? Are you tracking, acknowledging and rewarding those that refer to you? 

Helpful Articles: Spring Clean Your Dental Office Using Your 5 Senses and  Tips to Improve Your Dental Office, Part 1 ~ First ImpressionsTips to Improve Your Dental Office Part 2 – Make a Change! and Tips To Improve Your Dental Office, Part 3 ~ The Little Things Matter

Again, everything matters! 

dental marketing ideas from hayden consulting

Don’t give up and please, don’t ignore any of the areas we’ve talked about – you might not see results right away but seeds are being planted, impressions are being made. You never know where and when they will take root and bloom!

Bring in some fresh eyes if you need to, ones that will see, hear & feel what you are missing, and ones that will give you the push and help to get rid of any weeds and plant seeds of greatness daily & consistently!

If you are interested in having me help your office create a custom marketing campaign that includes ideas for special offers, office fun, patient give-aways/drawings, community involvement, cross marketing with local businesses and hygiene continuing care/incomplete treatment scripting, please contact me today at bhaydenconsulting@gmail.com

Remember to…

  • Know Your Target Audience
  • Set Goals 
  • Create a monthly marketing calendar
  • Track all your marketing efforts. What’s working? What needs improvement? What needs to be eliminated?

Please take a moment and click the follow button to receive my complimentary dental marketing and practice management ideas right to your inbox each month. Feel free to share with your friends. Thank you!

Yours for Greater Success,

~Betty

P.S. Please stop by and say hello to me on  FacebookTwitterInstagramLinkedIn and Pinterest

 

Dental Patient Of The Day Ideas

Dental Patient Of The Day Ideas

Hello Friends,

Loyal patients return year after year, accept your treatment recommendations and refer their friends, family, neighbors and co-workers. Sounds great, right?

The best way to fill your dental office with loyal patients is to consistently exceed their expectations. There are many ways to exceed expectations. Today, I’m sharing a simple idea on how to do this.

Selecting a patient to be your “Patient of the Day” (or, guest of the day), is something totally unexpected but so appreciated. It’s a super way to get your patients talking about your office after they leave from their appointment.

dental-patients-of-the-day-ideas

How do you select your patient of the day? That’s easy, you don’t really need a reason other than “just because” but if you want one, here are some ideas:

  • Always on Time
  • Youngest Patient
  • Recent Referral
  • New Patient
  • No Cavities
  • Brand New Smile
  • Recent Accomplishment
  • Quit Smoking
  • Great Personality (Brightens your day)
  • Always Brings Treats

What do you give to your Patient of the Day?  Here are a few ideas:

  • Certificate
  • Gift Card
  • Coffee Mug/Water Bottle (Imprinted)
  • Candle
  • Plant/Flowers
  • Stuffed Animal/Toy

For more patient gift ideas, see: Patient Appreciation Gifts

Keep it simple and convenient. Prepare the gifts and certificates in advance.

Capture the moment! Create some “Patient of the Day” signs (consider including your office name on the sign) that the patient can hold for a picture that you will share on your social media pages. A team member or members may also be in the photo. Ask the patient to tag themselves in the photo.

Choose your patient that day during your morning huddle, or review the schedule a week in advance and select them for an entire week. Whatever works best for your office. Just be consistent, be enthusiastic and have fun with it. This is such a simple way to make their day!

Don’t miss out on any of the ideas that I share each month! Are you receiving my complimentary Practice Management and Marketing Ideas in your inbox each month? If not, please FOLLOW today. Feel free to tell your dental friends all about us so they can start benefiting from these dental ideas too.

If you liked these ideas, please let me know by hitting the “like” button. Thank you!!!

Yours for Greater Success,
~Betty

P.S. Please stop by and say hello to me on FacebookTwitterInstagramLinkedIn and Pinterest

 

Dental Marketing Ideas for November

Dental Marketing Ideas for November

Hello Friends,

I thought I would start this post with a lovely quote about the month of November, apparently, that was a big request as it looks like November is not a favorite for most. The majority of the quotes were about how awful the month of November is.

If that’s how you feel about November, I would like to help you make it such a great month in your office that you’ll be full of positive experiences and remarks! (That will give me some encouraging quotes about November for next year. 😉 )

betty hayden consulting free dental marketing ideas november

Just for you – Dental Marketing Ideas to help you make November

the cheery & productive month it so wants to be…

Let’s start with just a couple of reminders:

Candy Buy Back – Many of you will be starting off the month of November hosting and celebrating your office Candy Buy Back events. Be sure to alert the local TV news, online & print newspapers and social media sites about these events.

Incomplete Treatment & Insurance Maximum Renewals – Do you have any patients with incomplete treatment or ones that are due/past due in hygiene with remaining insurance benefits that are going to run out at the end of this year? Do what you can to help them see the need and value in scheduling an appointment this month before the end of the year rush really shifts into high gear! See Remaining Dental Insurance Maximum Letter – Use It or Lose It Reminders

Dental Education Opportunity:

November is American & National Diabetes Month

Nearly 26 million Americans have diabetes.
People with diabetes are 2 times more likely to develop serious gum disease.
Use this month to educate your patients about the connections between diabetes and gum disease while they are in the chair and or via email, office newsletters, and your social media sites.

Great American Smokeout: 17  – Wonderful Educational Opportunity to help your patients Kick the Tobacco Habit! As well as encourage youths to remain tobacco-free.

Cosmetic Dentistry Opportunity:

Many of your patients will soon be attending holiday parties/events and typically with these special occasions come a lot of picture-taking. Now is a great time to help them see how they can easily get their smile ready for the camera with teeth whitening and other cosmetic treatment/procedures.

Continuing Care Opportunity:

Give Up Your Shoulds Day: 1stThe dictionary defines “should” as a word used to indicate obligation, duty, or correctness, typically when criticizing someone’s actions. Help your patients to give up some “shoulds” in their lives that often lead to guilt and stress. Such as: “I should schedule my dentist appointment” or “I should floss every day”; encourage them to turn these shoulds into something positive by seeing the value and personal benefit to flossing every day and/or being able to say they scheduled their dental appointment. It’s not something they “should” do but what they “want” to do to stay healthy.

Here are 3 More Ways to Help Your Patients 
Smile in November!

World Kindness Week: 13-19 – Have Gift Of Health Certificates for your patients to share with their friends, co-workers, neighbors, and family. What about handing out special surprise gifts for your patients or deliver gifts to local businesses this week. Perhaps there is a patient coming in this week for treatment that is experiencing serious financial hardship and would benefit from some extra kindness by you donating some of their dental treatment.

Black Friday – Offer Special Pricing on Teeth Whitening & Electric Toothbrushes, Ortho Consult or a New Patient Visit.

Flossing day: 29th – Post fun floss facts & tips on your social media sites. Make a video and share on Facebook, YouTube & Pinterest demonstrating proper flossing techniques.

As always, I would love to hear your ideas for making November a great month! Should you need any help implementing these ideas or have any other questions that I can help you answer…I’m ready to help! Contact me today at bhaydenconsulting@gmail.com.

Have you signed up to receive my complimentary dental marketing and practice management ideas that are sent right to your inbox each month? If not, take a second and sign up. This way, you won’t miss a single idea!

Please share my blog with your dental friends.

Yours for Greater Success,

~Betty

P.S. Please stop by and say hello to me on FacebookTwitterInstagramLinkedIn and Pinterest

 

Social Media Site Content Ideas for your Dental Office

Social Media Site Posting Ideas

social media help for dentists

Many offices wonder what types of things they should post and share on their social media sites.

Vary the topics you post about. No one wants to only see dental related posts. Remember, WIIFM (What’s In It For Me?) Appeal to your audience. Your current and potential patients.

Vary the times you post or share on your social media sites.

Don’t spam with too many posts in a day.

Here are some quick content ideas for you…

  • Dental Health Tips
  • Dental Emergency Instruction
  • How to Videos
  • Health Tips
  • Office Contest Information
  • Trivia Questions
  • Fill in the Blank statements
  • Quotes (Motivational, Funny and/or Inspiring)
  • Community News (Events, weather, sports news, etc)
  • Team Member News
  • Patient News
  • Product Information
  • News about Continuing Education
  • Employee Spotlight
  • Testimonials
  • Before and After Smiles
  • Pictures of team members having fun
  • Acknowledge all “like” and “comment” on your posts.
  • Share local business posts
  • Comment and like other businesses posts
  • Openings in Schedule (Don’t say “we have a cancellation” instead say something like: “_ has an opening in her schedule today at 11:00 for your all important dental hygiene visit…” Whatever you say, saying change in schedule is better than saying cancellation.

If you have yet to set up social media sites for your practice and you’re wondering if utilizing social media sites is something your office should do…the answer is YES. Here’s why: https://haydenconsulting.wordpress.com/social-media-help/

I understand that not all business owners (Doctors) & team members can find the time required to start and grow a social media site presence.

I happen to love working with social media as a dental marketing source. I’m ready to help your practice grow through the use of Social Media sites. Fresh content and posts just for your office! Done in a way that your patients and potential patients believe it’s coming straight from your office.

Contact me today bhaydenconsulting@gmail.com to set up your Complimentary Consultation.

Feel free to comment below and share your ideas and what content works well for your office.

Be sure to subscribe to receive our free dental marketing ideas right to your email inbox.

Yours for greater success!

~Betty