3. Offer Alternative Hours or Services
This patient retention strategy addresses one of the top three reasons that patients don’t receive regular dental care –– their dentist doesn’t offer convenient hours. Maintaining a 9 to 5 workday may be the reason you’re not retaining dental clients or increasing your patient volume. Working more hours is not a realistic solution.
Look at your competition. Determine the hours and services that they offer. Then make a conscious effort to do something different. Market your practice to capitalize on alternative hours. If you operate from 6 am to 2 pm, for example, you may find yourself with improved patient retention and appreciative clients that refer more like-minded patients to your practice.
4. Improve the Patient Experience
While the internet introduces patients for your office and keeps them abreast of what you’re doing, the telephone truly is the lifeline of your practice. Call volume is the one of the primary complaints that patients have about their existing dental practice. Patients expect to be greeted by a caring, friendly voice who can help them move one step closer to relieving their dental concern.
One sure-fire way to lose patients is through poor telephone etiquette. No one wants to be sent to voicemail during business hours, be disconnected, or put on hold and forgotten about. Invest in experienced customer service professionals and train them how to handle the phones.
This is a difficult job that requires certain skills and finesse that not everyone is cut out for. When you find that person, don’t over-burden them with additional tasks that take away from their primary role. They are the first human connection to your practice.