Dental Game Plan Programs

What Your Office Is Really Saying

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Often times when a patient calls in to your office directly, they are greeted with a busy receptionist with a lot on their plate. Most likely scenario is they are probably sitting in front of a patient that is waiting to be checked in or out, and they have 5 other telephone lines ringing to be picked up.

Of course we know your office cares deeply about each and every patient that comes in to see you.  Moreover, you we know you care about the overall customer experience and how that translates to long-term success for your practice in the form of loyal clientele and glowing reviews online.  The question is; are your office staff currently doing what is necessary for you to realize these goals for every, single person that picks up the phone and dials your number?

In our abundant experience we’ve learned that the main reason(s) a new patient calls is to book a routine appointment, an emergency appointment, or get a quote on a service. At Dental Game Plan, our operators are never too busy to answer even the most long-winded questions a potential patient can come up with.  We’re thorough, kind, understanding and above all good listeners — when it’s all said and done our goal is to get them to come in to your office for a new patient consultation or exam.

We like to think of any patient that actually calls in for an cleaning, exam or other routine appointment, as “gold-star” patient. If handled correctly, these patients will be return patients, or patients that show up on your online review sites — and know the value and importance of regular oral maintenance. We typically pass these patients directly to the office to book an appointment, and know a bit of a wait for the appointment will usually not be a big deal.

When an emergency patient calls in for an appointment, we always like to get them in as soon as possible. Sometimes a “tomorrow appointment” will automatically result in a hang-up. Having space in your schedule, every single day, for these inevitable calls is of utmost importance. Though, they are not always return patients, they will know you will be there for them if they need you again.

We know that prices given over the phone are valuable to the patient, but they can often be inaccurate, and exaggerated. Having the patient come in for a free exam is a huge benefit to the patient, and your office.

When you receive a quote for a service, what is the first thing you do? Whether it be auto, home repair, or a medical expense, you typically call around for a second quote. If your office is giving quotes, without seeing the patient, and your quote turns out to be too high, or too low, you will have an unhappy patient, guaranteed.

At Dental Game Plan, we believe the most important thing to do with a potential new patient is relay a general, honest sense of care for their comfort and well-being. We have staffed our call-center with people whose main goal is to be there for your potential patients-in-need 24 hours a day, 7 days a week. Our compassionate operators always ensure that callers know we believe their time to be valuable, that we care about their financial situation and are sensitive to any extenuating fears or anxiety.

Booking a new patient appointment, for you (our client)  is our number one goal; however, we always go that little bit extra, to show callers that our focus is 100% on them  — we want to make that first impression the foundation for a quality long-term relationship.

 

 

 

 

 

 

 

 

 

 

Together We Can Stop The Machines!

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How many times have you called an office, a restaurant, or a doctor and had the phone ring and ring until it clicks over to a prerecorded message. “Sorry we are not in right now…” Of course you don’t know what the next part of the message is, because you already hung up.

A recent study found that 75% of all calls sent to voice mail, hang up. EVoice also did a study, and they found that of all messages left, 33% of them are not ever even checked. This undoubtedly is harmful to any business.

So what is the solution?

Many companies have turned to an answering service who will answer your phone calls when your office is not open, and will relay the messages to the office when they are open again. This of course is not the most desired option, because there is still a disconnect between the office and the answering service when operators are unable to fully assist the caller.

At Dental Game Plan our operators are specifically trained and knowledgeable in the field of dentistry, we are HIPAA compliant and are able to speak to your new patient callers 24/7, while representing your office to the highest standard. Our operators are able to relay pertinent office information, answer patient questions and even book appointments for you where there are openings in your schedule.

Above all, keep in mind it is vital that you have a living, breathing human available to make a connection with each and every caller, so no onegets left behind in “voice-mail purgatory”. Building a relationship over the phone, is the first step in securing a new patient connection, and integral to having long-term rapport.

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Source:

http://blog.alliancewireless.com/blog/75-of-people-that-reach-voice-mail-simply-hang-up

http://www.cbsnews.com/news/are-you-still-checking-voice-mail/

All reviews are good reviews

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More people are leaving more reviews overtime.  This graph shows the percentage of different generations who have posted a review online as of the first quarter of this year.  At that time, 63 percent of Millennials have posted a review online.  With numbers like this, you can see how important it is to make sure that every review counts.

All of your reviews will not be positive.  The fact is, no one is perfect and we all have room for improvement.  The same is true for your dental practice.  You can benefit from those less than stellar reviews by learning from them and making positive changes in response.  With every bad review there is the opportunity to address the complaint and make sure that someone else doesn’t have the same experience and leave a similarly bad review.  For example; lets say someone leaves a review stating that they waited a long time before being seen or they felt your staff wasn’t as welcoming as they could have been.  You might take a step back, look at and see where you can make adjustments and ensure there are new protocols in place so your front office area isn’t seen as a “waiting room”.  Notice how long you are spending with your patients in the back versus how long they wait for you up front and see if that ratio can be improved upon.  Find out why your staff isn’t making it a priority to welcome every patient that comes though your door and stress to them the importance of doing that, maybe you can teach them how to be more engaging during your next staff meeting.

Reviews are some of the best tools for insuring that your business is the best it can be.  Make sure that any bad reviews you might receive become beneficial to your practice.

A Custom Dental Website By Itself Does Not Guarantee New Patients

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So your custom dental website looks pretty sleek and professional but your phone just isn’t ringing off the hook…

That’s because a nice looking site or a page 1 Google listing by itself is not enough to convert the average web-surfer looking for dental services; you need a dominating online presence everywhere the potential patient turns and an arsenal of conversion tools to get them scheduled once they land on your site.

You need glowing patient reviews across several platforms such as Google, Yelp, and Citysearch to inspire confidence that your visitor is making the right decision.

The appointment process needs to be an easy one, with online appointment requests, easy to find phone numbers, click-to call, and a friendly voice on the other side of the phone 24 hours a day seven days a week who will not ask your potential patient to “hold please.”

You need live chat to reel in “looky-loo’s” with real time assistance and special offers.

Lastly, for those potential patients that do not commit on the first look, a Google remarking strategy to follow them around, a steady social media presence and a directory listing everywhere your potential patient turns, will position you squarely above your competition.

Has Your Dental Practice Been Searched Today?

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Welcome to the age of sharing!  Where everyone’s opinions are out there and they all matter (to one degree or another).  I am talking to you about the power and importance of online reviews.  Thanks to technology, it is incredibly simple for every customer to find out all that they need to know about any business before even walking through its door.

People ask for their friends’ opinions quite often, but their friends can be biased.  Also things that are important to one person may not matter to another.  If someone wants access to the thoughts of a broad and diverse group of people, online reviews are what they look for.

A recent survey from 2014 found that 72% of people felt that positive customer reviews made them trust a business more.  Only 18% of people said reviews do not influence their opinion, and a mere 10% said that they don’t read online reviews.

Your prospective patients have countless review websites to turn to, foremost being Google+ and Yelp when they want to do their research before buying. Whether they are at home or work on their computer, or on their smartphone while going about their day, the reputation of your office can be found in an instant.  Your practice needs positive reviews to bring in more patients, and the more positive reviews you have, the more appealing your business will become.

5 Things You NEED to Have a Super Successful General Dental Practice

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Sometimes I get an inspired thought and today I am going to open up and really speak my mind.  I have been very fortunate to have met and worked with some of the best dental offices in the Untied States and conversely have also have had the chance to help dental offices that struggle to pay their bills.  Today I’m going to share with you the BIG differences between these two types of practices and do it in a very plain and simple way.  In fact I have broken it down to 5 points, which are:

  1. High producing dental offices have incredible systems; these offices train staff members to help the doctor educate the patient and even prep them to hear the diagnosis.  After the patient has heard this from a team member it’s easy for the doctor to come into the room and get cooperation from the patient about the treatment plan, and in many cases it results in acceptance of that treatment!
  2. The doctor never sells treatment – Getting patient acceptance can take a lot of time, and the office produces more revenue when the doctor is working, not when he or she is trying to convince a patient to buy something.  The internal systems of an office can make or break it and having someone who is really good at educating and getting the patients agreement is crucial to the overall success of a general dental office.  Of course there are exceptions to this concept but they are few and far between.
  3. I have also noticed that great offices always get patients in right away and they start early.  If a patient is in pain get them into your office fast and early in the morning.  You may not be able to work on them then and there but if you can get them out of pain, then you can schedule them for later that day or the next day.   If you don’t have early appointment times or squeeze times these patients that are in pain will find someone else that does.  Some offices don’t like to start early but all of our information shows that office that have early appointment times get a lot fewer no shows and cancellations which means they are collecting money!  Also someone in pain needs a root canal, an extraction / implant or at least a filling / inlay, onlay.  Which all are good revenue generators for every office.
  4. Great offices also know how to work with their existing patients to produce a lot of patient referrals.  They are always talking to happy patients saying “the best compliment you can give us is to refer us a friend or family member” or “we would love to have more patients like you… If you know of anyone who would like to come see us we would love to hear from them.”  How many patients from your office refer you more new patients?
  5. Incredible practices have also created a perception of being the leader in their community.  This has to do with great marketing and advertising, popping up on every media platform and really being what I like to call omnipresent, or everywhere your prospective patients are.  Dental Game Plan creates this kind of exposure and helps offices build incredible exposure through high-end media, article writing, and advertising.  There is no company better to put you at the top of your market and leave your competition far behind.

If you would like more information on how to become the fist choice for dental services in your community, call us today at (323) 285-0016 or click here to connect with us now.

Dental Marketing Expense & Why Marketing Is Critical

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Let’s face it the financial outlay to marketing your dental office properly can seem to be really expensive.  You probably need to build a new website, create video, produce ads, get a CPC campaign set up and running, promote yourself on Facebook, Twitter and other social platforms, and then on top of that you have all the additional costs and headaches of marketing.  As we all know this can be very expensive, with Google pay per click costs averaging at $10 to $25 per click, your daily budgets will easily be in the $50 to $100 range.  Add all of that up, and you are looking at a pretty expensive outlay before you see your first result!

But if we really calculate these costs and look at dental marketing from a revenue producing perspective we would come up with a different scenario.  Let’s say your advertising is costing $5K – $6K per month and you are producing 20 to 30 new appointments with that budget. What are these new patient appointments worth to you over the next 12 months?  Statistically speaking a patient is worth (on average) $1,200 – $1,500 over a 12 month period (according to major dental insurance companies ie. Delta).  So if you are producing 20 patients a month you should be able to produce $24,000 to $30,000 dollars of new business revenue.  Many offices can produce this revenue in the first 3 months, because normally these new appointments are coming from cracked teeth, root canals, extractions, implants and those patients that haven’t been into see a dentist in a very long time.  9 times out of 10 these patients are desperate for some kind of dental work and figure to opt-in to your recommended treatment plan.

These numbers don’t include how much that patient is worth over a lifetime of services that you provide, statistically speaking a patient will stay with an office for an average of 7 years so if we do the math $1,200 (patient yearly value) multiplied by 7 (the average time your patients stay with you) we get a total patient worth of of $8,400!  Most don’t calculate the number of referrals that can also come from just one satisfied “new” patient and on average this happy patient will refer up to 2 other people to your practice.

Now let’s consider how many patients you will lose over the next 12 months… According to the ADA your typical dental office loses 10 percent of their patients annually, which means if you have 2,000 patients in your records you are likely to lose 200 patients this year.  This attrition rate can be attributed to people moving, unhappy patients, and yes even better marketing and pricing by your competitors.  So if you are losing 20 patients you need must begin adding an additional 16.6 patients a month to your office just to break even!!  But, who ever said we were interested in merely breaking even?

Basically dental marketing is not the expense, the truth really is that if you aren’t marketing for your dental office you are losing money!  Many dental offices don’t take the risk associated with spending advertising dollars because usually there is no guarantee, but at Dental Game Plan our efforts will produce results and revenue, and we guarantee it!  Find out more about our programs and how we can make you the obvious choice for dentistry in your market.

 

Dental Marketing Related Articles

The value of a new patient

 7 reasons our marketing program works

Dental SEO and Search Engine Marketing

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Your Dental Website Is Useless. We Can Help!

Why do you have a dental website?  Is it there so you can show your friends and family members that you are online and up on the times?  Or do you have a website just because everyone told you that you needed one, but you aren’t exactly sure why?  Maybe you have a website because you want to use it as a communication platform to tell people about your business and maybe even get some new patients with it?

Most of you created a dental website to help with your marketing efforts, and unfortunately just like MOST CEO’s in the world you probably got some bad advice along the way and your stuck with a website that isn’t very effective.  So will you ever know what will work and what won’t.  I mean you don’t really have time to build a dental website and then split test one idea after another… Right?  Well not to worry we have done all of that for you.

I’m going to give you the formula for building an incredible website, and then after that you can ask me questions on how to do it in the comments box below this post.  Here we go.

You have to have a lead capture on your website this means a place where you are collecting someones name and email address as part of your system. Once they are captured you need a follow up system something that will email them over time and bring them back to your website or get them to call you.

  • You need a good incentive.  Preferably one incentive per dental service you provide.  (ie. cleaning offer, a teeth whitening offer, an emergency offer, a root canal offer ect.)
  • Create a grabbing title, that will get someone to take action
  • Optimize your site with powerful keywords people use to search
  • Make sure to have a blog, and write in it at least once a week
  • Have calming colors and use a complimentary color for your buttons so they stand out
  • Add live chat to answer questions for people who are looking for information
  • Create emails at least 2 for each service you provide so if someone is interested in a service they get emails that are related to that service
  • Connect your website to your social media pages, and make sure you are promoting your social spots on every page of your dental website and every email you send out.

Find out how to do all of this and more by communicating with us here on Dental Game Plan.  We are here to help you have success with your dental website either together or on your own! Call us anytime 24/7 (323) 984-9836.

How Much Does An Empty Dental Chair Cost?

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We don’t want to bore you with a whole bunch of numbers that you probably won’t remember.  So let’s keep it really simple and to the point.  One good patient nurtured correctly can be worth thousands of dollars per year.

Take a minute to think of that one patient you met for the first time a few years ago.  You did a great job with the 2 fillings and a crown, and you bleached his teeth once for free.  With your generosity this patient begun to tell his friends, family and co-workers about how amazing your office is.

Today you see his whole family, relatives that live in the area and a bunch of his colleagues, and now these other patients are sending you their friends and family members as well, and this cycle goes on and on. You may or may not have a story just like this one but you can definitely relate to what we’re talking about. The more patients you bring in, the more opportunities you have to tell this story. Why wait? Let’s get you 5 free patients today, just verify your business and let’s get started!

Why Compete — When You Can Dominate?

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The best way by far to generate new and loyal patients is to have a story.  We all have a story, right?  Where we came form, what were now doing, how we got here and why we love doing what we do.

Well, what if you could tell your story to every new patient before they take one step into your office.  Yes I’m talking about high-end video production that can really connect with people and motivate them to become part of your dental family.

The best part about this video and high-end photo production is that you will have tons of assets that will help us generate multiple page one listings, short commercials, and an insight into every service you provide.

Sure this is going to cost you a few bucks to do, but in the end you are looking at a huge investment that will pay for itself 10 fold.  Find out how you can become the premier dental office in your town!