Building Relationships .. Priceless!
There are many things you can and will do along
the way to building your practice, but few things will
have the impact on your practice as that of building
your patient relationships.
In our fast paced society of computers, voice mail
web-sites and e-mail some think you don't have to
"interact". Nothing could be further from the truth.Web sites, e-mail and voice mail are the reasons
you must build relationships! Think about it. Don't you
absolutely hate answering machines or voice mail
when calling a business? There is no contact.
For example, how many times when you are "on hold"
or "pressing 1,2 or 3" have you thought, "If I could just
speak to someone!" or "What happened to actually
speaking to a real person?"
You want contact, contact builds relationships and
relationships build patient loyalty. Offer good patient
relations and great service. Make it easy for your
patients to do business with you.
Satisfied patients will refer their friends and associates
to businesses that have provided them with great service!
Build trust. Let your patients get to know you and
you get to know your patients. Ask them what they
want to see, what they would like added, what could
you do to improve your service or what would be
of benefit to your patient. Find out what you could
do or offer differently.
The critical part of building relationships begins after
you have made the "sale" (financial arrangement).
The "quality" of service you provide during and after
the visit is what builds loyalty and lifetime relationships
with your patients. Quality service produces returning
patients, or continual referring, the lifeline of your practice.
How would your patients rate the "quality" of your
service? Make no mistake about it, it is the patient
who determines the "quality" of your service.
No matter how good your "work" is, your patient will
rate the quality of your service based on....How you
treated them during their visit, how you resolved their
problem and what benefits they received or will receive
as a result of doing business with you.
Testimonials are another way to relay your practice
benefits and to build relationships. Ask for testimonials
when cases have been completed. What made them
chose your practice? What did they think about it? How
was their service? Find out their likes and dislikes.
Make "ear" contact with your patients by developing
the art of listening. Listen to what is not being said in
addition to what is being said. The purpose of listening
is to gain new insight and information.
At least once a week, include a survey-testimony for each
patient seen that day. This will make it easy for your patients
to give you their feedback. Very often, the information
you receive back will show the direction to take your
practice.
Be personable. Your "voice" on the phone, on your web
site, even in your e-mail, represents the personality
of your practice... friendly, enthusiastic and confident
or...distant, mechanical and cold.
Providing outstanding services builds your reputation
and establishes you as reliable and trustworthy, two of
the main ingredients needed to build relationships!
So remember, a New Patient initial visit may be $255
and your crowns ...$910, but....
Building Relationships....Priceless!
Author: Livvie Matthews, Business Office and Relationship Specialist,
Internet Business Consultant and Author is available for in-office training, seminar programs, consulting or speaking in dental offices, professional organizations and associations. "How May We Help You?" Visit http://www.LivvieMatthews.com
Business Office News mailto:subscribe@livviematthews.com
http://babyuniversity.com/index.php/...t/view/296/42/
There are many things you can and will do along
the way to building your practice, but few things will
have the impact on your practice as that of building
your patient relationships.
In our fast paced society of computers, voice mail
web-sites and e-mail some think you don't have to
"interact". Nothing could be further from the truth.Web sites, e-mail and voice mail are the reasons
you must build relationships! Think about it. Don't you
absolutely hate answering machines or voice mail
when calling a business? There is no contact.
For example, how many times when you are "on hold"
or "pressing 1,2 or 3" have you thought, "If I could just
speak to someone!" or "What happened to actually
speaking to a real person?"
You want contact, contact builds relationships and
relationships build patient loyalty. Offer good patient
relations and great service. Make it easy for your
patients to do business with you.
Satisfied patients will refer their friends and associates
to businesses that have provided them with great service!
Build trust. Let your patients get to know you and
you get to know your patients. Ask them what they
want to see, what they would like added, what could
you do to improve your service or what would be
of benefit to your patient. Find out what you could
do or offer differently.
The critical part of building relationships begins after
you have made the "sale" (financial arrangement).
The "quality" of service you provide during and after
the visit is what builds loyalty and lifetime relationships
with your patients. Quality service produces returning
patients, or continual referring, the lifeline of your practice.
How would your patients rate the "quality" of your
service? Make no mistake about it, it is the patient
who determines the "quality" of your service.
No matter how good your "work" is, your patient will
rate the quality of your service based on....How you
treated them during their visit, how you resolved their
problem and what benefits they received or will receive
as a result of doing business with you.
Testimonials are another way to relay your practice
benefits and to build relationships. Ask for testimonials
when cases have been completed. What made them
chose your practice? What did they think about it? How
was their service? Find out their likes and dislikes.
Make "ear" contact with your patients by developing
the art of listening. Listen to what is not being said in
addition to what is being said. The purpose of listening
is to gain new insight and information.
At least once a week, include a survey-testimony for each
patient seen that day. This will make it easy for your patients
to give you their feedback. Very often, the information
you receive back will show the direction to take your
practice.
Be personable. Your "voice" on the phone, on your web
site, even in your e-mail, represents the personality
of your practice... friendly, enthusiastic and confident
or...distant, mechanical and cold.
Providing outstanding services builds your reputation
and establishes you as reliable and trustworthy, two of
the main ingredients needed to build relationships!
So remember, a New Patient initial visit may be $255
and your crowns ...$910, but....
Building Relationships....Priceless!
Author: Livvie Matthews, Business Office and Relationship Specialist,
Internet Business Consultant and Author is available for in-office training, seminar programs, consulting or speaking in dental offices, professional organizations and associations. "How May We Help You?" Visit http://www.LivvieMatthews.com
Business Office News mailto:subscribe@livviematthews.com
http://babyuniversity.com/index.php/...t/view/296/42/
