1. The thank you card
If you and your team agree this would be a great thing to implement then the next step is to create a system to make sure it happens. The good news here is that you don’t need much of a system at all. If you try and put file notes into your computer then sit down to write all the cards one day a week, I guarantee you that you won’t do this consistently as it will become too hard.
The best way to make sure this happens is to write the notes every day. My suggestion is that you have your own cards designed and printed, as this will work out a great deal cheaper than buying cards from a stationers, it means you have copious amounts of them on site and it’s great to help continue to build your brand. Then at every morning meeting, simply go through the list of clients from the day before and discuss what made them special. Each of you write a different card mentioning something unique about the patient and then pass them around to be signed by everyone present. Even in a busy practice, this will only take a few minutes and you can always remember patients from the previous 24 hours.
Do this one activity consistently and you will see a marked improvement in referrals and you will hear the comments as patients return. This can be one of the most impacting marketing / customer service initiatives you can implement and the best thing is that it costs you five minutes per day and a few stamps.
2. The VIP card
In your morning meeting, (you do have a morning meeting don’t you!) simply practice a script that everyone feels comfortable with. Let your team develop conversational phrases to make sure they are comfortable with it, but start off trying these words and let it develop from there.
“I work at Heaps of Smiles Dental a few doors along, as a neighbour of ours we would love to look after you, here’s my card, there’s a VIP Discount on the back just for you”. Your team will soon find their own words and you will soon start to see many more of your local community in your dental chair.
3. Chamber of Commerce
The great thing as a dental practitioner is that each of the other members can use your services and as you meet members, you can extend special offers to their member’s staff and family, which widens the reach of the activity. If you have not attended a Chamber meeting before you will probably find that you enjoy the experience and personally, I find it one of the best ways to get more involved in my local community. The fact that you may end up being the first to know about a new residential development in the area and therefore can organise a welcome letter to the new residents from your practice, is simply the icing.
4. “We would love to see more patients like you”
Referrals are the lifeblood of every great practice, however for most practices the process is left to chance. There are many reasons why patients don’t refer. They may have had to wait a few weeks to see you and therefore think you are too busy, not knowing you have a new colleague with only a half filled book or they may just not think about it. By subtly letting your patient know that you would like them to refer, many of them will. You have provided them with excellent service, your team have treated them like Royalty and they will pass your brochure on or pin it to the notice board when they go back to work. Send them a hand written card to thank them and you will be amazed what happens to your referral numbers.
5. Smile
We all know that smiling releases endorphins into the body, making us feel great, but it is not always easy to remember, so encourage your team and praise them when you catch them doing something right. It’s good to remember to always make sure you have an audience when you praise a member of staff and that it’s always private when you berate them.
So there you have it, five ways you can improve your patient flow for free.