We don’t. We can’t. We won’t. Sorry.

We don’t. We can’t. We won’t. Sorry.

Okay – time for another very quick restaurant story. It’s one that can have some serious implications for your practice!

At checkout in a local Baltimore lunch spot:

“Would you like anything to drink?”

“Yes – coffee please.”

“We don’t serve coffee here – but a lot of people ask for that.”

Okay – just for effect let’s repeat that line again.

“We don’t serve coffee here – but a lot of people ask for that.”

If there ever was a “duh” moment – this is it! Buy a commercial coffee maker for a few hundred bucks, or even easier, call a coffee service and tell them to set it up today!!

When our practices were young we both had a “policy” – no cleanings on the first visit. Yes – we knew that clinically that was the best decision. After all, how can you properly appoint a patient with the hygienist without an examination?

But after losing hundreds of new patients due to this policy, we both loosened up a bit and realized the number one customer service lesson in history –

Give the people what they want!

What do you hear yourself saying on a regular basis?

We don’t have Saturday hours.

We don’t take that insurance.

We don’t do cleanings on the first visit.

We don’t have a financial solution for you (so you can’t afford treatment).

We can’t get you in today or tomorrow.

We don’t do even simple orthodontics here.

We don’t do cleanings on the first visit.

We don’t.

We can’t.

We won’t.

Want your practice to grow?

Do. Can. Will.

 

A Quick Little Tip Taken A Step Further!

We all know that we should keep little notes in our patient’s charts about personal items. That way, when they return for a visit we can say stuff like:

 

“So how was your trip to Mexico?” or 

“How is that ballroom dance class working out?” or

 

“So is that no-good son of yours out of jail yet?”

 

This old chestnut has been around forever for good reason – it works!!

 

So let’s take it a step further.

 

We constantly stress how important it is to be known as “THE” dental practice of your community. And part of that is doing all of your business near your practice (banking, dry cleaning, dining, etc..) So when you do this, take the same kind of notes!

 

Example:

 

There is a small Indian take-out place near your office, and a few times a month you find yourself bringing home a delicious order of Bhindi Masala and Tandoori Chicken Tikka. Every time you go for pickup, the same guy (probably the owner) gives you your bag and rings you up.

 

Next time you go, introduce yourself as Dr. Smith or Jenny from Dr. Smith’s office – the dental practice down the street, and ask the guy his name. Store it in your phone in the same place you keep the restaurant’s phone number.

 

Then the next time you call Curry In A Hurry, say:

 

“Hello  – Param? This is Dr. Smith! I’d like to order……”

 

Then when you go for pickup, greet him by name as well. You may even have a note to ask about a recent trip, baby’s birth, or anything else relevant.

 

It’s amazing how few people do this, and how much people appreciate it. It’s a simple human touch that can go very far.

 

How far? You may gain an entire family in your practice just by being super friendly and taking a few extra seconds to show you care. Or at the very least, you may hear the magic words which one of us heard recently:

 

“Dr. Madow – I put some pappadam in with your order – no charge!!”

 

Do it at the cleaners, the bank, the gas station – everywhere you can. And before long this little simple effort will make you “THE” dentist of your community!!

Great Lesson in Five Seconds!

Sometimes a great lesson can take only five seconds to say and absorb. This one comes from Robert Schneider, the singer, guitarist and producer of the band Apples In Stereo. Though they have never had platinum sales or arena-level sellouts, they continue to put out great Beatles / Beach Boys influenced music which is so happy in its sound it’s guaranteed to put a smile on your face and make you dance!

In a recent interview, after a bunch of overly complex questions, Rob just smiled and said,

“The most important thing to me is being kind

and trying to do something awesome.”

Wow – that really sums it up, doesn’t it? If you’re not sure how to approach something, whether it is with a patient, fellow team member, family member, friend, or total stranger – always remember to be kind and do something awesome. How can you go wrong???

So go ahead. Be kind. Do something awesome. Do it today – and every day!!! The best part is, you will surely be rewarded for it.