Dental Coaching | The Impact of Ignoring Negative Reviews

Dental Consultant

Finding a bad review of your business can feel like your world is turned upside down. Some business owners may choose the approach of dismissing the negative feedback and blaming the customer or client. When ignored, negative reviews can have a detrimental impact on your business. Here’s how:

You Will Lose Clients

Customers and clients will not want to be treated disrespectfully. They want their voices heard and to be valued as an individual. If you ignore negative reviews, you are essentially telling both the reviewer and prospective leads that you don’t care about what they have to say. The clients that do complain are ones that feel passionately enough about your business to voice their concerns. If you don’t validate those concerns, expect them to take their business elsewhere.

Missing a Chance to Learn

Mistakes present an opportunity for business leaders to learn. It’s even better when a client presents those mistakes clearly. This will allow you to learn why the mistake happened and how to fix it so it doesn’t happen in the future. If you ignore the feedback from the client, you will not know what the mistake was and it may happen again. Negative reviews offer a chance to learn and grow your business, if you ignore them you miss that opportunity.

No Response Speaks Volumes

Potential clients that are looking at your online profile will see that a bad review is being ignored. If that were to happen, you could lose out on their business and any referrals they might make in the future because they don’t think you care about your clients. This applies to current clients that keep track of your businesses reviews.

Running Out of Excuses

Due to the nature of reviews being public, once a client writes one, everyone can see it. This creates a lasting list of negative occurrences for your business that can be referenced by others. Address poor reviews when possible. Show the client or customer that you care about their thoughts. While it may not win them back, it may be the perfect set up to capture future loyal clients who see your thoughtful and personal response.

Great reviews are not the only ones that can help improve your business. Bad reviews present an opportunity to learn from them and grow your business. If you choose to ignore poor reviews, the consequences could be disastrous. Not only could you lose current clients, but negative reviews could impact the decisions of future clients looking at your business. When you see a negative review, take a step back and see what you can learn from the experience. Address their concerns, and make an effort to change your business to create positive experiences in the future.

Contact our team for a consultation today.

Phone: (803) 667-3958

Dental Consultant | Beyond Marketing: Turning Interest into Appointments

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Marketing plays a vital role in attracting new business. Cleverly designed mailers and strong online SEO strategies can put your practice name in front of hundreds of potential patients. Glowing reviews and testimonials tell website visitors that you provide quality care and have a friendly team. However, when it comes to driving new business, marketing – even great marketing – is only part of the story. No matter how effective your campaign, one of the biggest factors in gaining new patients is scheduling.

Many dentists find it difficult to think about their practice as a business. It is likely that you chose dentistry due to a passion for service and healing, not bookkeeping or sales. Yet nearly any successful retailer will say that the only way to gain business is to give customers what they want, when they want it.

What do your prospective patients want? Convenience, first and foremost.

Consider this: patients have lives of their own. Many work outside the home, many have children. Most working people have limited time off, and may have to schedule their time carefully to leave room for the chance of illness or emergency. Many jobs dole out time off slowly over the course of weeks. Others restrict employees from missing any work at all during certain times of year.

Does your office offer any same-day scheduling? Do you have next-day scheduling? Shift workers may not know what hours and days they will be working more than a few days in advance. In addition, patients who are experiencing pain are unlikely to wait longer than 24-48 hours for an appointment before trying somewhere else.

Do you have office hours covering mornings, evenings, and Saturdays? Patients do not always have the luxury of choosing their shifts or days off. Parents may be reluctant to have their child miss school for an appointment. If you do not have openings during the times that are needed, potential patients will find an office with more flexible hours.

No matter how impressive your practice appears, patients will look elsewhere for an appointment if you are unable to work with their scheduling needs.

Making the changes to provide better scheduling flexibility will take time and may require an investment in your practice. You may want to consider adding an associate or hygienist to help cover additional time. Talk to your dental CPA about what options will best suit your practice needs, as well as the needs of your community.

Phone: (803) 667-3958

Dental Coaching | Promoting Change

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Why do we resist change?

Change is scary. Change forces us out of our comfort zones and into the unknown, often into situations outside our control. We are afraid of change because we are afraid that this new challenge might make us look foolish, feel less capable, or even fail.

Change is also necessary. It is impossible to grow your practice, increase your service offerings, or stay competitive without change. Dentistry is a dynamic field, with new technologies and creative techniques being explored continuously. It is critical to be open to exploring these changes and to implementing the ones that will best improve your practice.

Unfortunately, one of the realities you may face is that your most loyal and long-term team members may be the ones who are most resistant to accepting these changes in your practice.

Over time, people tend to develop routines to perform their tasks. On one hand, this can be beneficial, as it can ensure consistency in job performance and can simplify the training of new employees. Often, these team members take pride in mastering the routine of their position and equate this with mastery of their role in the practice.

On the other hand, routines can lead to complacency, which can be devastating for your practice. Complacency can cause team members to “go through the motions,” putting less thought and effort into their routine, and may make their work become sloppy over time. A complacent employee is unwilling to change their routine to embrace the new ideas, methods, or technologies that you need to better serve your patients and grow your business. A complacent employee can even harm team morale and slow the adoption of the changes you seek to implement.

How do you protect your office from complacency and promote change as a part of your practice?

First, create an atmosphere of change. Start small, but design a series of changes to be implemented over the next few weeks or months in your practice. Make the idea of change something that is a normal and accepted part of your routine. This will make bigger changes easier to implement when the time comes.

Second, talk to your team. Make sure every team member understands the changes you want to implement, your reasons for making the changes, and your expectations of their compliance. Be open to answering questions, but do not allow “that’s not how we’ve always done things” to be a reason to slow or avoid changes.

Finally, make your team and yourself accountable for the changes. Track that your changes are in place and that every team member is on board. Meet with your team and discuss the outcomes of the change and how everyone feels about the change. Celebrate victories and strategize improvements. When your team is able to own the change and its outcome, it will be easier to implement the next and to suggest new ideas for future change.

For more information, contact us today.

Phone: (803) 667-3958

Dental Consultant | Things to Consider Before Buying New Dental Equipment

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No matter how well-equipped your office is initially, time, wear, and changes in technology will at some point require you to purchase additional or replacement equipment. There are a few points you may wish to keep in mind before making your final decision on a major equipment purchase for your practice.

First, take your time. Like with any other major purchase, rushing into a decision can be costly. Instead, spend several weeks in preparation for this choice. Meet with your Dental CPA about any tax implications and ask if there is an optimal time to make such a purchase. Consider carefully the following factors to be sure you are choosing the right piece of equipment for your needs:

What is the main purpose of this equipment?
What features do you want/need it to have?
Are you and your team going to need extensive training to use it?
How often is this equipment going to be used?
Will it fit the space available?
Will you have to make changes to the space to use this equipment (ie, wiring, utility connections, etc)?
Is the manufacturer reliable?
Does the manufacturer provide good service for their equipment?
How long should this equipment last?
What is the expected benefit of this upgrade?
When do you plan to have it installed and in use?
If this equipment is to allow new services, is there a demand for those services in your practice/community?
Will your pricing for your services offset the investment cost and still be competitive in your market?
If the equipment you are buying is used, have you obtained an independent opinion on its condition?
How does the cost compare to other models? Other manufacturers?
Can you purchase directly from the manufacturer to save on cost?
Have you compared pricing from a variety of sources online?

While not all of these may apply to your equipment purchase in every circumstance, it should be clear that major dental office equipment should never be bought on impulse or without thorough consideration and research. Recommendations from other dentists or your dental CPA can also be helpful in narrowing your search.

Your dental equipment plays a vital role in the quality of care you are able to provide to your patients. When it is time to add or replace a piece of that equipment, make sure you take plenty of time to research, refine, and select the right piece for your practice. This will help you be certain that your investment will bring value to your practice for years to come.

For more information, contact us today.

Phone: (803) 667-3958

Dental Consultant in Aberdeen | Why Your Practice Needs Effective Team Meetings

Regular effective team meetings can play a crucial role in the health of your dental practice. That one simple-sounding factor can impact every aspect of your business. Your people, your patients, and your practice all benefit from regular effective team meetings.

Your people need team meetings. The core of your practice is your vision, your goals, and your strategy for achieving your goals. Each member of your team needs to understand all of these things and, just as importantly, needs to understand their part in your plan. Without that understanding, your team is working blindly and is unable to actively contribute toward reaching your goals for your business.

A team meeting is an ideal format for open discussion about your vision, goals, and strategy. Not only can you use this discussion to ensure every member is clear on your expectations, but you may find that their unique perspective creates an exchange of ideas on more effective ways to reach your goals and how each person can best contribute.

While not every team meeting needs to include high-level discussion of vision, goals, and strategy, it is a good idea to include this at least once or twice a year and when bringing a new employee into the team. Additionally, many successful dentists find that it is highly useful to touch on how the strategies are being implemented and to discuss any measurable progress toward goals on at least a monthly basis. This helps to keep your team engaged and motivated toward achievement.

Your patients need team meetings. One of the most common components of an effective team meeting is education. Your team needs to know what the policies are, what is on the agenda for the day, if there are any specials being offered, if anyone is sick or on vacation. Any new ideas, training, or techniques that can be shared should be. Your patients need to know they will be given correct and consistent information from any member of your team. Make sure everyone is on the same page.

Your practice needs team meetings. Teach your team how to ask patients for referrals. Word of mouth can have a huge impact on your new customer base. Even happy, satisfied patients rarely refer anyone unless asked to do so, according to a recent study. Your team members should be engaging your patients in every interaction to ensure a positive experience and should be able to ask for referrals when patients are pleased.

Only you can review your practice, your time, and your schedules to determine when and how frequently you should hold team meetings. Whether you meet daily, weekly, or on some other timeline, make your meetings regular and effective. You will see benefits to your team, your patient experience, and your practice.

Dental Coaching | How to Ensure a 5-Star New Patient Visit

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It’s often said that first impressions can make or break a new relationship. For dental offices, this is no different. The appearance and comfort of your office can determine whether your new patient will return. Follow these tips to ensure your patients are experiencing a 5-star visit that will keep them returning to you for care.

Is your office clean?

The first stage to delivering a fantastic experience is maintaining a high level of cleanliness and organization. Is the lobby or waiting room spotless? This will be the first area your new patient sees, and they will make judgments based on their observations. If your waiting area or bathrooms are not well-maintained, new patients could believe that your office may not be following proper sanitization procedures and decide to go elsewhere.

Are you welcoming?

How does your front desk team respond to a new patient arrival? Are they focused on gathering paperwork or do they take the time to greet your patient and start building a rapport? Those first minutes of the appointment provide an opportunity to establish the beginnings of a lifelong relationship. Be sure that each member of your team understands their role in developing loyalty.

Are you focused on the patient experience?

Patients have many options for care. Your focus on patient comfort and convenience can make the difference between returning to your office and moving on to your competitor. Invest in amenities to make patients feel at ease in your office. Even simple additions like pillows, blankets, coffee, and water bottles can add a sense of home and help new patients relax. Consider digital paperwork to minimize wait time and apologize if an appointment is late. By showing that their needs are important, you help build trust and care that can turn into long-term loyalty.

With some training and forethought, your practice can have your patients raving about their incredible experience and referring friends and family. For more ideas to help grow your business, contact our office.

Dental Consultant Evelyn Horne
(803) 667-3958

Dental Coach Aberdeen | Follow the Trends! – Grow your Practice with These Smart Tips

Dental Consultant

With technology and economic changes overhauling much of the dental industry, practices are requiring more innovation to stay ahead of the curve. Below are some trends to explore that can help you reach the top of the chart and stay there.

Onsite Amenities
Dental practices often run the mistake of being too clinical or severe in their appearance. Make your patients comfortable with modern, innovative amenities. Heated or massage chairs in examination rooms can calm anxious patients, while TVs installed on the ceilings (complimentary earphones optional) can offer a safe distraction while your team works.

Dental Insurance Coverage
Many patients are turned away at the thought of visiting a dentist who is out-of-network. Whether you decide to be in-network with more plans or use targeted marketing showing how affordable you are for out-of-network plans, you can open the door for many potential patients that otherwise may have gone elsewhere.

Payment Plans
Many potential patients do not have the option of a work-based dental benefits plan. Consider offering monthly payment plans, in-house financing, or working with a third-party to provide affordable options in these cases. When given the opportunity to have care within their budget, patients who lack insurance will have more ability to accept treatment.

New Technology
Upgraded equipment and modern technology can be a game-changer for many patients. Whether offering a quicker, more comfortable experience or ensuring a safe and effective treatment, using advanced technology on the market can help your dental practice target patients interested in quality.

Bolstered Online Presence
The internet has limitless potential to reach prospective patients in your area. Allow patients to learn more about you and your office, schedule a visit, and ask questions through your website, social media, and other online resources. In the modern economy, internet marketing is a must.

Don’t let your practice fall into the past – keep your practice relevant by following the trends that will keep you thriving. For more professional guidance, contact our office for a consultation.

Dental Consultant Evelyn Horne
(803) 667-3958

Dental Consultant | Mitigating Missed Calls

Dental Coach

One of the primary concerns of any dental practice is attracting new patients. An effective marketing campaign can help drive traffic to your website and get your phones ringing. However, what happens when the phone rings can have an even greater impact on the success of your business.

Even the best-trained team may miss an incoming call. Unfortunately, many people do not leave messages when they reach an answering machine or voicemail. If you don’t have a plan in place to track and return missed calls, you could be losing thousands in lost revenue every year. Here are 3 easily implemented steps to help you be certain you are making the most of every call.

Step 1: Track Your Calls

When calls are missed, it is important to be aware it is happening. Whether you use the caller ID or a dedicated call-tracking service, your team should be checking for and returning missed calls at least daily. If you close the office for lunch or only have the capacity to answer one call at a time, it is better to check for missed calls multiple times each day.

Step 2: Return Missed Calls

For best results, have your team return missed calls as promptly as possible. Train them to handle these conversations with confidence and compassion. Whether the missed call is from a current patient or a prospective one, a quick response and a caring tone can make the difference between an appointment with you and a decision to look elsewhere.

Step 3: Check for Patterns

Tracking and returning missed calls are an effective way to prevent lost revenue. However, no matter how skilled your team is in handling these return calls, some potential patients may have already scheduled elsewhere before their call was retuned. By reviewing for patterns in when calls are missed, you may find that making minor changes, such as staggering lunch breaks, could help prevent missing future calls in at least some cases.

Missed calls can affect revenue and growth potential for growth, especially if your practice doesn’t have a system in place for tracking and returning them. Be proactive. Review your current plan, check for patterns, and ensure your team is fully trained to handle return calls.

For more ways to keep your practice on the path to success, contact our office.

Phone: (803) 667-3958

Dental Business Coach | Dealing with Patient No-Shows

Dental Consultant

No-shows and same-day cancellations can take a toll on your practice’s monthly revenue. Patients with busy or complicated schedules may find it difficult to commit to an appointment months in advance. Here are eight ideas to help you keep your calendar full and your patients on track.

Implement a wait list. By providing an optional waiting list, you can turn one patient’s same-day cancellation into another’s earlier appointment opportunity. When your patient schedules their next visit, ask whether they want to be notified if you get an earlier opening. This can give both your office and your patients added flexibility, as well as showing your patients that you care about their convenience.
Add a cancellation fee. While most practices find these fees rarely need to be enforced, the option to apply a fee can impress on patients that your time is valuable and can act as a deterrent for missed appointments. Offer to waive one same-day cancellation or no-show — be it an emergency, mistake, or otherwise — but retain the option to apply the fee for repeat offenders.
Consider offering extended hours. Many patients have difficulty keeping an appointment during their workday. Time off from work, even for health care, can be limited. If your office has the capability, try adjusting open hours by an hour or two before or after standard business hours for flex appointments. Even offering this once or twice a week can help mitigate patients’ scheduling challenges.
Call, text, and/or email day-before notifications. In some cases, appointments are scheduled weeks or months in advance. During that time, work schedules can change, activities may be planned, and the appointment can be forgotten. By contacting your patients the day before their scheduled visit, you provide both a reminder and an opportunity to reschedule, if needed. Even knowing a day ahead can help you fill a time slot that could otherwise sit unused. Ask your patients how they like to be contacted for best results.
Provide context during scheduling. If your patient doesn’t fully understand and accept the necessity of their treatment, they may fail to prioritize it. When you schedule the appointment, restate the reason for the visit and why it is needed. Focus on the benefit of treating on schedule, so they are more likely to think of their appointment as important.
When no-shows or last-minute cancellations do occur, be sympathetic. As we all know, life happens. If your patient does miss their appointment with little or no advanced notice, be courteous and understanding of their situation. This helps instill positive feelings toward your team, which can help them keep future visits a priority.

No-shows and same-day cancellations can negatively affect your office, but they don’t have to be devastating. By implementing these or other ideas, you can minimize the impact on productivity while helping build loyalty and value with your patients.

For more ideas on improving your systems, contact us for your consultation.

Phone: (803) 667-3958

Dental Consultant | Avoiding Occupational Pain

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Movement is the key to keeping your body healthy. Many people may not realize that working in dentistry can be taxing on your body. From working the front desk to sitting in a chair for long periods, an average day can put a lot of pressure on your body. If you’re not taking care of yourself, you could run the risk of serious chronic pain or injury later in your life. Below are some tips to help promote a healthier lifestyle for you and your dental team.

Make stretching a daily routine.

One of the easiest steps you can take to reduce the strain put on your body is to build a stretching routine throughout the day. Even a short stretching session in the morning and at night can help loosen up your body and promote blood circulation.

Get up and move.

Moving more throughout the day can also help keep you limber and stress-free especially if your particular role requires you to remain in the same position all day.

Exercise more.

Exercising can help strengthen your supporting muscles and promote overall improved health. It has also been shown to help you sleep better at night, giving your body a chance to rest and fully recover after a long day. While strength training will be most optimal for building your stabilizing muscles, any type of exercise will be beneficial.

Assess your office.

See if there are opportunities to make your office more ergonomic. Whether that means standing desks for the front office team or better seating for chairside work, there could be ways to reduce the physical stress caused by work through simply replacing the furniture.

A healthy team is a happy team. Do you worry chronic discomfort or pain is limiting the productivity of your team and making them dread coming to work? Maybe you’re starting to feel chronic discomfort after years of working with patients. In order to address this pain and discomfort, you need to first recognize the source. For more tips on how to maintain a happier, healthier, and more productive dental team, contact our firm today!

Dental Consultant Evelyn Horne
(803) 667-3958

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