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
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You can learn about it all here:
www.DentalInsiders.com/testdrive

PPS: In 2008 I'll be launching several new services and
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