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The World’s Most Amazing Dentist

When we were kids, our Mom took us to Dr. Isaac Koppel – a man who could be described as “The World’s Most Amazing Dentist.”
 
The multi-talented Dr. Koppel had no team members at all, and he could answer the phone, collect money from a patient, drill on a tooth and smoke a cigarette – often all at the same time. His amazing multi-tasking abilities surely kept overhead down, but even as kids we knew this was no way to run a dental office. Even so, some of his forty-plus year old amalgams are still in place!
 
Everyone these days knows that it takes a true team to have a successful practice. But sometimes, as opposed to Dr. Koppel’s office, it may not be clear exactly what everyone does. Sure – we know that the members of the business team deal with financial matters, appointments and other stuff like that. We certainly know that the hygienists provide periodontal therapy and that the assistants help the doctor with patient treatment. Most offices probably have a protocol for cleaning and setting up rooms, ordering supplies and many of the other tasks that go with the day to day running of the practice.
 
But one thing that we strongly believe is that EVERY team member is responsible for helping to bring new patients into the practice. Here are a few tips to make sure this is being done:
 
1) Every single team member needs to have personalized business cards. But it is not enough to have them – they must be given out at every opportunity!
 
2) All team members must know how to ask for referrals from existing patients. Many times it is actually more effective if team members do this instead of the doctor. Be on the lookout for opportunities such as a patient mentioning their spouse, children, co-workers, etc..
 
3) Let everyone know that you are a proud member of a dental team. All of the people you transact with on a regular basis – school parents, business owners such as dry cleaners, co-workers of your spouse, etc. need to know that you are a member of a fantastic dental office. Make sure that your e-mail signature says so as well!!
 
4) Telephone, telephone, telephone!! Every single team member needs to be properly trained in correct telephone skills. If this is not the case, your practice is losing hundreds of new patients each year!! We strongly suggest that you check out our “Profitable Scheduling” training program. Compared to other programs it is inexpensive, fast, and we believe it is the best one out there – guaranteed!! If anything will pay for itself many times over it is getting more potential patients off the phone and into the appointment book!
 
Even though good old Dr. Koppel may have been the world’s most amazing dentist, he most likely did not have the world’s most amazing practice. It takes an entire team to have a truly amazing practice, and that includes having a great flow of new patients. So remember – don’t ever say “That’s not my job!!!” Take the steps listed here and watch your practice grow!

Is Anybody Out There?

Here’s a little tip that will greatly increase your new patient numbers and help you to provide much better service to your existing ones.

Once again we are experiencing a tremendous blizzard in the Baltimore area which seems to be getting thicker by the minute. There is pretty much a white-out at The Madow Group world headquarters in Reisterstown, MD.

Despite the fact that the entire metro area is shut down, there will be people with dental emergencies today and an answered phone can easily equal a new patient. But what will that potential new patient hear when they call most offices? Most likely an answering machine.

Now of course most people do not expect dental offices to be open on a day like today. But did you know that up to forty percent of calls to dental offices go unanswered during normal business hours? Yes – it’s true, and in today’s consumer oriented, I-want-it-now society,  that is one hundred percent unacceptable!

Let’s face it – a patient of record does not really care if you are out to lunch, have Wednesdays off, or (yuck) are “busy helping other patients.” And even worse, those potential new patients that you have worked so hard for probably will never call back.

The fact is – your phones need to be answered when a patient calls. There should never be a time during the day when someone gets a robotic machine. So yes – this means having a team member in the office on your days off and during lunch. It will pay off by a huge multiple of whatever that person is being paid. Besides – there’s always something to do in the dental office!

Let’s take it a step further (and better!). It is so simple to get call forwarding put onto your office phone plan. It is also dirt cheap to buy a basic cell phone with an inexpensive calling plan. Do you have it yet? Concentrate. The name of the game is “Snaps.” That’s right – have a team member carry the cheapo cell phone (no calls to Malaysia please) and when someone calls your office (which is actually closed)  – they will have the phone answered live! This is incredible service!

Of course you can start whining and come up with ten reasons why you don’t want to do this, or you can say: “Our office goes the extra mile to get new patients and provide fantastic service to our current ones!” Which office are you?

Okay – time to look out the window and watch the snow fall! If you want more fantastic ways to use the telephone to it’s true potential, be sure to check out our brand new “Profitable Scheduling” program!

SCARY STUFF GOING ON IN YOUR OFFICE!

There is something very scary going on in most dental offices across the country – probably yours. Learning what it is and taking the proper steps to correct it could be one of the biggest things you ever do to help your practice grow. What is it? Please read on.

But first – want to have some fun? Pull out the Yellow Pages – oh wait a minute – no one uses the Yellow Pages anymore! Go to your computer and Google “Dentist” and the name of any city or town. Find a listing that you like and then go to the telephone and give them a call, asking one of the following questions:

 –         How much do you charge for a cleaning?
 –         Do you take dental insurance?
 –         Where are you located?
 –         Do you do cleanings and crowns?
 –         Are you accepting new patients?
 –         I just moved here from out of town and my previous dentist told me I need some gum treatment, six crowns and a root canal. I would like to pay in cash. Is that alright?

After they answer the question, just say “okay – thanks for the information.” What will happen? Over 90% of the time they will not put you on the schedule! How do we know?

Since 1995 we have been doing “secret shopper” calls at our live events and as a service to offices that we work with. And it is amazing how most team members simply have not been properly trained in converting a caller into an actual patient. The scary part is that your office could be losing nine out of ten potential new patients because of this!

Think about all of the questions on that list. What they are really asking is “May I become a new patient in your practice?” And ninety percent of the time the answer is “NO!”

Think this is happening in your office? Do you want to know? You should. After all, you need to know if you are losing potential new patients! Well, we would love to help you find out with a

FREE SECRET SHOPPER CALL!!

That’s right – our expert team will secret shop your office and record the call. We’ll give you a grade from zero to one hundred with an explanation of what went wrong (or right!) and some fantastic suggestions to help you increase your telephone skills. We will also include a detailed report to let you know exactly what you need to do in order to be scheduling many more new patients in 2010!

Please keep in mind that the purpose of this call is not to poke fun or belittle anyone – it is to help your team and your practice become a new patient scheduling machine!

Just go ahead and submit the following contact information and pretty soon you’ll be “secret shopped” – the first step on the way to significantly increasing your new patient flow! After all, potential new patients are calling offices all across the country and being turned down. Don’t let it happen in your office!

Please note – this request must come from the doctor or practice owner! By filling out and submitting this electronic form, you are giving The Madow Group permission to place a “secret shopper” call to your practice, record the call, and send a detailed report back to your office. Are you ready? Then just click this link:

I Want A Free Secret Shopper Call!

Remember, as a service to you this call is free! By taking this step, you will be on your way to scheduling more new patients than ever before! There is nothing to lose – and hundreds of new patients to gain!

I Want A Free Secret Shopper Call!

Brand New from The Madows – Last Night’s Test Already Proves This to be a Winner!

Sunday night we ran a small test blurb on several social media sites unveiling a new Madow product. We asked for feedback and what we received was so unbelievable, we didn’t want to wait any longer to introduce this to our Madow members and subscribers.

The product you are about to see is a result of twenty years of research on this very important topic. What we have come up with is designed to increase your profitability very quickly. We think you will be very happy!

To be among the first to review our exciting new product, please click here!

Talk to you soon.

Not Scheduling Enough New Patients?

RECENT STUDY SHOWS WHAT PEOPLE REALLY WANT WHEN THEY CALL YOUR OFFICE!

An interesting study was just published concerning what annoys people the most when they call a business, including dental and medical offices, on the telephone. Which of these do you think was the number one complaint?

a)    Being put on hold

b)   Not being called by name

c)    Rude customer service

d)   Not having a need sufficiently addressed

Made your guess? Okay – it was kind of a trick question, because although these important things are what we tend to stress the most in the dental office, none of them are correct!  The most important frustration customers (read: current patients AND potential new patients) experience when calling an office is not having the phone answered at all!!

Think it doesn’t happen in your office? Our “mystery shopper calls” have shown it probably does. Do you put an answering machine on during lunch? Well, that’s the easiest time for a potential new patient who works (and thus has good insurance) to call! Don’t think that having a recording on saying “We are now at lunch and will return at 1:00 PM” will satisfy a caller. They don’t need to know that you are at lunch any more than they need to know you are in the bathroom! What a caller wants is to have the phone answered by a real human being!

Even worse, if your office is closed on Wednesday or Friday, does the world shut down or are you losing potential new patients?

Let’s put it this way. If your phone is not answered ONLY during lunch, that means at least 12.5% of the time, probably more, a potential new patient will call and hang up. Add a day off to that and it shoots up to thirty percent!! Can you afford that?

Another huge problem in the dental office is not properly handling caller’s questions correctly. If you don’t know the definitive answers to questions such as  “Do you take my insurance?,” “How much do you charge for a cleaning?,” and things such as the best way to handle “shoppers,” you are losing tons of revenue.

And that’s just scratching the surface. There is actually one more thing that causes more dental offices to lose more potential new patients than anything else! The good news is that by learning the correct answers to those tough questions along with a few simple techniques (without spending a DIME more on marketing!) you can double or triple the amount of new patients you are scheduling within a matter of months. It’s pretty simple if you have the proper knowledge. To find out more, click here.