Assuming that new patient has indeed selected your practice, called to schedule a first appointment, and arrives early on the day of the appointment, would you not want to make the very best first impression possible?? What very simple thing could you or your staff do to make that person (or persons) feel welcome?
Forgive me if this suggestion sounds too obvious to consider, but I’ve often witnessed my own staff’s failure in past years to simply stand and proactively greet the new patient by name upon arrival!! What? You haven’t met them so you don’t know who they are?? You’ve got one of those new, state-of-the-art, computer schedules on the screen in front of you!! You know exactly who’s coming in, and when!!
Assume you are new to the practice yourself, and haven’t met many of the patients of record. Study your schedule at the morning huddle!! If you’ve got two hygiene patients and a restorative patient arriving at, say, 11:00 a.m. and don’t know them, look at their profile! If only one is a man or woman, you already know who that is. Look at the age of the other two in order to make a “best guess!”
What if you make a mistake?? Oh, my!!! The patient won’t care! They’ll appreciate your effort! Simply accept the correction gracefully with a smile, introduce yourself as a new member of the team, welcome the patient to the practice, and offer them a refreshment! People love to hear their name!! Use this simple method of greeting, and watch your patient retention improve!!
Oh, yeah. And seat them on time. Fred say’s that is the other “make or break” biggie! But that’s another story for another day! Good luck in this new year!
Wayne Kerr, DDS, MAGD
Posted August 16, 2019
Cosmetic dentistry popularity is on the rise again. In fact, according to the results of a recent survey from the Academy of General Dentistry (AGD), 96 percent of U.S. laborers feel a beautiful smile is very or somewhat important to your appearance. Psychology experts also suggest that nice smiles create trust, reduce stress, and helps us live a […]
Posted August 16, 2019
tick, tick, tick… Pop quiz for employers, when’s the next time you have a team member going away on vacation? Looking at the calendar, it’s probably Labor Day. You aren’t alone. Roughly 25% of Americans plan to be out of town for Labor Day. Check-in with your staff Always the first Monday in September, almost every […]
Posted August 07, 2019
Something feels different in the office. It’s hard to describe. The patients are happy, no complaints. The schedule is full, revenue is strong. Internal conflicts among staff are at a minimum. In fact, things are working so well that you’re answering fewer staff questions and requests. These are the situations we all work hard to […]