I'd like to take this opportunity to send my
deepest and most heartfelt holiday wishes to
you...
...from my family - Elizabeth, Reid, Kenan, Olivia,
and myself...
...from my Dental Insiders Alliance family -
Vanessa, Roxane, Camille, Randy, and myself...
...to YOU and your family, your team, your patients!
HAPPY HOLIDAYS! And here's to the coming NEW YEAR!
We've got alot of great things in store for 2008.
See you 'round the bend!
All my best,
Chris
Dec 24, 2007
Dec 19, 2007
3 Ways To Lose Your Patients, Part 3
This is the third of my 3-part series focusing on the
leading reasons why patients fail to return to your office,
or worse yet CHOOSE to go elsewhere.
Understanding these will help you make the necessary changes
reduce their effects on your practice.
Reason #3: Failure to CONNECT with your patients.
This one's BIG...partly because it's somewhat subtle.
I could approach this concept from many different angles.
One of the best ways to view this idea is to consider this
question:
What type of business are you REALLY in?
Over 95% of dentists, when asked this question, will immediately
answer, "I'm in the dentistry business". WRONG!
Sure, you "do" dentistry, provide dental services. But that's
not the TRUE defninition of your business. Here it is:
You are in the MARKETING and RELATIONSHIP business!
Dental services are what you market (or sell), and the
relationship is with your patients!
By the way, it's the same thing no matter what industry
you're in. Banker, restauranteur, clothing store owner,
doesn't matter. The THING you do or sell is NOT the BUSINESS
that you're in!
How much dentistry would you do if you could not ATTRACT the
patients that need and/or want it? Even if by accident, you
attract people who want your services. Whether or not you attract
a FEW or MANY depends on your ability to MARKET...and SELL.
How many patients would you have if there were no RELATIONSHIP
with them? (Note: it doesn't always have to be you...it can
be a team member too) If they don't know WHO you are, and know
ABOUT you, they usually won't stick around very long.
You see...the dentistry you "do" is dependent upon the marketing
and the relationship. Good marketing and good relationships =
lots of patients and dentistry for you. Lack thereof = lack
thereof.
Tying all this together, your ability to CONNECT with your patients
on a physical AND emotional level is the KEY to winning their
loyalty. You do that through the relationship you build with them.
Part of that relationship is built through savvy internal marketing
that shows them how much you appreciate them.
Failing to connect will stunt growth and KILL your business.
All my best,
Chris
PS: If you haven't already, get your 2 free months Preferred
Membership in Dental Insiders Alliance...PLUS $2173.00 worth
of practice pumping bonuses! The offer expires VERY soon.
Go here for all the details:
www.DentalInsiders.com/testdrive
leading reasons why patients fail to return to your office,
or worse yet CHOOSE to go elsewhere.
Understanding these will help you make the necessary changes
reduce their effects on your practice.
Reason #3: Failure to CONNECT with your patients.
This one's BIG...partly because it's somewhat subtle.
I could approach this concept from many different angles.
One of the best ways to view this idea is to consider this
question:
What type of business are you REALLY in?
Over 95% of dentists, when asked this question, will immediately
answer, "I'm in the dentistry business". WRONG!
Sure, you "do" dentistry, provide dental services. But that's
not the TRUE defninition of your business. Here it is:
You are in the MARKETING and RELATIONSHIP business!
Dental services are what you market (or sell), and the
relationship is with your patients!
By the way, it's the same thing no matter what industry
you're in. Banker, restauranteur, clothing store owner,
doesn't matter. The THING you do or sell is NOT the BUSINESS
that you're in!
How much dentistry would you do if you could not ATTRACT the
patients that need and/or want it? Even if by accident, you
attract people who want your services. Whether or not you attract
a FEW or MANY depends on your ability to MARKET...and SELL.
How many patients would you have if there were no RELATIONSHIP
with them? (Note: it doesn't always have to be you...it can
be a team member too) If they don't know WHO you are, and know
ABOUT you, they usually won't stick around very long.
You see...the dentistry you "do" is dependent upon the marketing
and the relationship. Good marketing and good relationships =
lots of patients and dentistry for you. Lack thereof = lack
thereof.
Tying all this together, your ability to CONNECT with your patients
on a physical AND emotional level is the KEY to winning their
loyalty. You do that through the relationship you build with them.
Part of that relationship is built through savvy internal marketing
that shows them how much you appreciate them.
Failing to connect will stunt growth and KILL your business.
All my best,
Chris
PS: If you haven't already, get your 2 free months Preferred
Membership in Dental Insiders Alliance...PLUS $2173.00 worth
of practice pumping bonuses! The offer expires VERY soon.
Go here for all the details:
www.DentalInsiders.com/testdrive
Dec 14, 2007
3 Ways To Lose Your Patients, Part 2
This is the second of my 3-part series focusing on the
leading reasons why patients fail to return to your office,
or worse yet CHOOSE to go elsewhere.
Understanding these will help you make the necessary changes
reduce their effects on your practice.
Reason #2: Failing to provide excellent NON-DENTAL service.
One of the biggest myths in dentistry is that the "quality"
of your dentistry is THE secret to success...and THE reason
why your patients remain loyal to you.
WRONG!
Need proof? OK. Do you know of a dentist who has a BOOMING
practice, yet his/her dentistry is mediocre at best? Or how
'bout an obvious EXPERT clinician of a dentist whose practice
is quiet as a church mouse? I'll bet you know more than one
of each!
How can that be if it's all about the dentistry? Well, it ain't!
Don't get me wrong...OF COURSE...clinical excellence is indeed
a component of success, and a requirement in my view. But it's
"the other stuff" that will help you build the practice of your
dreams.
When I say "non-dental service", I'm referring to ALL the things
you and your team do in your practice for your patients...
beyond the dentistry.
It's the way you treat them on the phone. The way you handle
their insurance issues (not whether you "accept" it or not).
The way you make them feel when they're in your office. The way
you calm them if they're anxious or fearful.
It's the manner in which you handle their concerns and complaints.
The speed with which you return their calls. The consistency
you have in accommodating their needs, including financial ones.
It's (partly so) the appearance and decor of your office. The
amenities they experience there. The "creature comforts" you
provide. The music, the lighting, the atmosphere, etc.
It's all that...and more. Lack of or deficiency in any of the
above may be overlooked by some of your patients. But if you
ignore these things too long, you'll be seeing the backs of
many of your patients' heads...walking out your door...never
to return.
For every hour spent learning clinical techniques, AT LEAST
the same amount of time should be spent working on the
levels of PATIENT SERVICE that you provide.
Optimize these details and your practice will FLOURISH!
Ignore them at your peril.
All my best,
Chris
PS: If you haven't already, be sure to take advantage of
my offer for a 2-month "test drive" of Preferred
Membership in Dental Insiders Alliance. I'm giving away
tons of valuable bonuses too, worth over $2173...no joke!
You'll pay NOTHING more than the paltry $5.97 shipping
charge during the entire 2 month period, And you should only
continue if you like what you get.
You can learn about it all here:
www.DentalInsiders.com/testdrive
PPS: In 2008 I'll be launching several new services and
resources for my members. Only DIA members will have exclusive
access...all others will be left out in the cold. Go to
that link above and join now, and you'll be IN!
leading reasons why patients fail to return to your office,
or worse yet CHOOSE to go elsewhere.
Understanding these will help you make the necessary changes
reduce their effects on your practice.
Reason #2: Failing to provide excellent NON-DENTAL service.
One of the biggest myths in dentistry is that the "quality"
of your dentistry is THE secret to success...and THE reason
why your patients remain loyal to you.
WRONG!
Need proof? OK. Do you know of a dentist who has a BOOMING
practice, yet his/her dentistry is mediocre at best? Or how
'bout an obvious EXPERT clinician of a dentist whose practice
is quiet as a church mouse? I'll bet you know more than one
of each!
How can that be if it's all about the dentistry? Well, it ain't!
Don't get me wrong...OF COURSE...clinical excellence is indeed
a component of success, and a requirement in my view. But it's
"the other stuff" that will help you build the practice of your
dreams.
When I say "non-dental service", I'm referring to ALL the things
you and your team do in your practice for your patients...
beyond the dentistry.
It's the way you treat them on the phone. The way you handle
their insurance issues (not whether you "accept" it or not).
The way you make them feel when they're in your office. The way
you calm them if they're anxious or fearful.
It's the manner in which you handle their concerns and complaints.
The speed with which you return their calls. The consistency
you have in accommodating their needs, including financial ones.
It's (partly so) the appearance and decor of your office. The
amenities they experience there. The "creature comforts" you
provide. The music, the lighting, the atmosphere, etc.
It's all that...and more. Lack of or deficiency in any of the
above may be overlooked by some of your patients. But if you
ignore these things too long, you'll be seeing the backs of
many of your patients' heads...walking out your door...never
to return.
For every hour spent learning clinical techniques, AT LEAST
the same amount of time should be spent working on the
levels of PATIENT SERVICE that you provide.
Optimize these details and your practice will FLOURISH!
Ignore them at your peril.
All my best,
Chris
PS: If you haven't already, be sure to take advantage of
my offer for a 2-month "test drive" of Preferred
Membership in Dental Insiders Alliance. I'm giving away
tons of valuable bonuses too, worth over $2173...no joke!
You'll pay NOTHING more than the paltry $5.97 shipping
charge during the entire 2 month period, And you should only
continue if you like what you get.
You can learn about it all here:
www.DentalInsiders.com/testdrive
PPS: In 2008 I'll be launching several new services and
resources for my members. Only DIA members will have exclusive
access...all others will be left out in the cold. Go to
that link above and join now, and you'll be IN!
Dec 10, 2007
3 Ways To Lose Your Patients, Part 1
OK, this may not be exactly the inspirational
topic that you would normally expect from me,
but stick with me, because this IS important.
Knowing why you LOSE patients is one of the best
ways to understand better how to KEEP patients.
Make sense? Good.
In the next 3 emails I'll uncover 3 of the biggest
reasons why your patients choose to either leave
your practice, or simply not return.
Reason #1- Not staying in touch with them.
This is HUGE. Studies have shown that your relationship
with your clients, customers, or patients deteriorates
10% PER MONTH that you fail to communicate with them.
Clearly, 2 hygiene visits per year ain't gonna cut it!
Your patients need to hear from you MUCH more often to
feel "connected" to your practice.
I hate to break it to you, but your patients are not
sitting around thinking about their dental health very
often. We dentists are lucky to keep them focused on their
teeth, gums, and smile while they're in our office!
If you don't remain in "constant contact" with your
patients, many will easily forget about their relationship
with you. They will be more susceptible to an offer from
another dentist, simply because it was right there in
front of them...and you were not.
There are numerous ways that you can "stay in front" of
your patients, and maintain that "top of mind awareness"
that keeps them loyal to you.
Here's a partial list:
- Phone calls, including follow-ups from the doctor
- Patient Newsletters
- Emails, including "E-letters"
- Voice Blasts
- Letters
- Postcards
- Birthday/Anniversary/Holiday/Referral Cards
- Sending Gifts
- Faxes
- Events, Parties, Celebrations that you host
- Your external marketing (patients see it too!)
- ...and more!
Believe it or not, I recommend a BARE MINIMUM of 12 to
a more appropriate 48 "touches" per year! Using a creative
mixture of the methods above, it's actually easier
than you think to pull it off.
One word of caution. As you increase your contact with your
patients, be sure to have no more than 50% of your messages
containing "pitches", or offers for your services. You don't
want to always look like you're selling something. That said,
most dentists promote way to LITTLE. Having a good balance
is key.
Reach out to your patients more often, and watch your retention
numbers SOAR.
All my best,
Chris
PS: If you haven't already, be sure to take advantage of
my offer for a 2-month "test drive" of Preferred
Membership in Dental Insiders Alliance. I'm giving away
tons of valuable bonuses too, worth over $2173...no joke!
You'll pay NOTHING more than the paltry $5.97 shipping
charge during the entire 2 month period, And you should only
continue if you like what you get.
You can learn about it all here:
www.DentalInsiders.com/testdrive
PPS: In 2008 I'll be launching several new services and
resources for my members. Only DIA members will have
access...all others will be left out in the cold. Go to
that link above and join now, and you'll be IN!
topic that you would normally expect from me,
but stick with me, because this IS important.
Knowing why you LOSE patients is one of the best
ways to understand better how to KEEP patients.
Make sense? Good.
In the next 3 emails I'll uncover 3 of the biggest
reasons why your patients choose to either leave
your practice, or simply not return.
Reason #1- Not staying in touch with them.
This is HUGE. Studies have shown that your relationship
with your clients, customers, or patients deteriorates
10% PER MONTH that you fail to communicate with them.
Clearly, 2 hygiene visits per year ain't gonna cut it!
Your patients need to hear from you MUCH more often to
feel "connected" to your practice.
I hate to break it to you, but your patients are not
sitting around thinking about their dental health very
often. We dentists are lucky to keep them focused on their
teeth, gums, and smile while they're in our office!
If you don't remain in "constant contact" with your
patients, many will easily forget about their relationship
with you. They will be more susceptible to an offer from
another dentist, simply because it was right there in
front of them...and you were not.
There are numerous ways that you can "stay in front" of
your patients, and maintain that "top of mind awareness"
that keeps them loyal to you.
Here's a partial list:
- Phone calls, including follow-ups from the doctor
- Patient Newsletters
- Emails, including "E-letters"
- Voice Blasts
- Letters
- Postcards
- Birthday/Anniversary/Holiday/Referral Cards
- Sending Gifts
- Faxes
- Events, Parties, Celebrations that you host
- Your external marketing (patients see it too!)
- ...and more!
Believe it or not, I recommend a BARE MINIMUM of 12 to
a more appropriate 48 "touches" per year! Using a creative
mixture of the methods above, it's actually easier
than you think to pull it off.
One word of caution. As you increase your contact with your
patients, be sure to have no more than 50% of your messages
containing "pitches", or offers for your services. You don't
want to always look like you're selling something. That said,
most dentists promote way to LITTLE. Having a good balance
is key.
Reach out to your patients more often, and watch your retention
numbers SOAR.
All my best,
Chris
PS: If you haven't already, be sure to take advantage of
my offer for a 2-month "test drive" of Preferred
Membership in Dental Insiders Alliance. I'm giving away
tons of valuable bonuses too, worth over $2173...no joke!
You'll pay NOTHING more than the paltry $5.97 shipping
charge during the entire 2 month period, And you should only
continue if you like what you get.
You can learn about it all here:
www.DentalInsiders.com/testdrive
PPS: In 2008 I'll be launching several new services and
resources for my members. Only DIA members will have
access...all others will be left out in the cold. Go to
that link above and join now, and you'll be IN!
Dec 3, 2007
Are You A Wimp Or A Warrior?
NOTE: I debated whether I should include "Wimp" in the title. Too aggressive? Maybe. But then again, it would've been "wimpy" for me not to do it. And, I know that if you're actually a warrior, then you know you're not a wimp.
If you aren't a warrior, well...As I write this, the college football regular season is over, and the biggest bowl games have just selected their teams from among the best in the country. Interestingly, the only undefeated team remaining in Division 1 college football is the University of Hawaii...the WARRIORS. They used to be called the "Rainbows". Not very intimidating, huh? But in 2000 all U. of Hawaii sports teams were given the choice of being called the "Rainbows", "Rainbow Warriors", or "Warriors". The football team chose "Warriors", and they've been getting better ever since.
Coincidence? I think not. They CHOSE to be Warriors...then they BECAME Warriors! I doubt they would've ever been undefeated as the "Rainbows". If you're wondering where I'm going with this, here are my two take-home points.
First, to succeed in the dentistry business today, you MUST be a "Warrior"...no wimps allowed!
Second, the first step toward becoming a Warrior is the CHOICE made to do so.
Warriors have clearly defined goals, acquire the necessary mentors, resources, and tools to achieve those goals, and attack their objectives strategically and tactically. They do their homework, make a plan, and TAKE ACTION. Wimps don't. Most importantly, Warriors don't back down when faced with challenges or obstacles...which they understand will appear. They fight through them, and refuse to quit until they have succeeded. Wimps don't.
It takes great courage to become a Warrior...and even more to remain one. Our society is getting "wimpier" every day, and it's increasingly difficult to find other Warriors with whom you can associate. However, there's more success to be had for those who stick it out. So keep "fighting". Heck, paint your face if you have to! In the end it'll pay off BIG TIME.
All my best,
Chris
If you aren't a warrior, well...As I write this, the college football regular season is over, and the biggest bowl games have just selected their teams from among the best in the country. Interestingly, the only undefeated team remaining in Division 1 college football is the University of Hawaii...the WARRIORS. They used to be called the "Rainbows". Not very intimidating, huh? But in 2000 all U. of Hawaii sports teams were given the choice of being called the "Rainbows", "Rainbow Warriors", or "Warriors". The football team chose "Warriors", and they've been getting better ever since.
Coincidence? I think not. They CHOSE to be Warriors...then they BECAME Warriors! I doubt they would've ever been undefeated as the "Rainbows". If you're wondering where I'm going with this, here are my two take-home points.
First, to succeed in the dentistry business today, you MUST be a "Warrior"...no wimps allowed!
Second, the first step toward becoming a Warrior is the CHOICE made to do so.
Warriors have clearly defined goals, acquire the necessary mentors, resources, and tools to achieve those goals, and attack their objectives strategically and tactically. They do their homework, make a plan, and TAKE ACTION. Wimps don't. Most importantly, Warriors don't back down when faced with challenges or obstacles...which they understand will appear. They fight through them, and refuse to quit until they have succeeded. Wimps don't.
It takes great courage to become a Warrior...and even more to remain one. Our society is getting "wimpier" every day, and it's increasingly difficult to find other Warriors with whom you can associate. However, there's more success to be had for those who stick it out. So keep "fighting". Heck, paint your face if you have to! In the end it'll pay off BIG TIME.
All my best,
Chris
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