Is Your Practice like a Pig in a Tutu?

How's business? It's still early in the 3rd quarter of 2010. Are you happy with your results? This is the time of year when kids go back to school and staff vacations slow down. It's also the time of year when many dentists take a look at their numbers to see where their practice is this year as compared to last year.

If you've found yourself a little behind in the game, don't get discouraged. Resist the temptation to immediately shell out a large chunk of change on a classy advertising campaign. External marketing might be the least of your worries and it could be like putting a "pig in a tutu" and expecting to turn it into a ballerina. Tutu's are cute and they get noticed, yet it's the talent within the tutu that gets the crowds to stick around for an encore.

Branding is important, but it won't revive a practice in need of systems improvements as well as excellent customer service. Just like building a house doesn't begin with picking out bricks and the type of landscaping, the best place to start building a successful practice is with the day- to-day operations of the practice.

What do your patients say about you? Ask them. Sure you can use anonymous surveys if you wish, but also begin to ask them when they are completing their visit in your office. A quick, "How was everything today?" or "Do you have any questions about today's treatment?" can go a long way.

Do you pay attention to the patients "in the charts?" Whether you have paper or electronic patient charts, those patients are still a priority. They are second only to the patients in the chair in your office today.

Here are a few "internal" customer service strategies that will have your patients singing your praises to their friends and family members.

Consistently make post-op calls. Either in the evening or day after the appointment, call patients who received local anesthesia for a procedure and see how they're doing. They'll be amazed and happy to hear from you.

Follow up a week or two later. Any patients having something seated (crowns, veneers, onlays, dentures, etc.) should receive a call a week or two after the seating of the fixed or removable appliance to see how they're doing. The patients will be surprised that you remember and in most cases will be happy with the care they received. For those that aren't happy, early intervention is the best solution. Get those patients back in as soon as possible to work on making them feel better.

Ask for referrals and always carry business cards. Every day each team member should ask at least two patients for referrals. Simply thank the patient for choosing your office and let them know you'd be happy to see their friends and family in the practice as well.

If you think there might be opportunities for improvement in your practice, let us hear from you. We're happy to help.