When was the last time that you sat down with your patients listened to them instead of providing them with information while that sat and listened?
Dentistry as we know it has been all about telling our patients.
Telling them what there problems are, how we can help, the options available to resolve their problem and such forth.
Dentistry as it should be is about communicating effectively with our patients, do this this we must stop talking to our patients and instead flip it around and begin to ask questions – open ended questions.
No-one likes to be spoken at constantly. If you focus on the patient and being interested in them and their concerns with their mouth this style of communication will lead you into greater relationships with your patients.
You should aim to do 20% of the talking and the majority of that should be at the end of the appointment when you are wrapping everything up.
Have the plans you created and goals you visualised began to fall into place? Or are you fearing another year of no action and no development of your dental business.
This year change must happen. If you think you can continue down the same path as you have been for the last few years and everything will be OK – think again.
I heard of too many practices going under towards the end of 2009.
These practices were not doing anything different hence they couldn’t survive. Their marketing was poor or non existent, the team were average – nothing special, and patients were not impressed with the way they were treated (I am guessing that one, but would put money it).
And I am still aware of practices that do not have financial targets and marketing plans in place. New patients do not fall out of the sky into your chair – you must be proactive.
Make this year “the year you shine” as a team. If you have not already made any plans or begun with any progress then now is the time – better late than never.
On a cold weekend in London in January I came to realise exactly what Tony Gedge does.
I know he runs a marketing company for dentists, but while listening to his clients talk about their success and ROI, it confirmed for me that all of these practices have stood out and been unique. This is what Tony encourages. Stand out be different and be proud to go away from the norm and the uniformed appearance – be the talk of your town.
These practices are doing things differently and are being noticed, talked about, and have new patients coming through their doors that are spending money on private treatments.
Do the patients think the practice is unprofessional – NO. They think it is a fun practice to attend and different.
Are the team involved in the marketing activity – YES, and they are happy in their jobs too (which is clear to see when you meet them). What patient wants to go to a practice where the team clearly do not like their jobs?!!
I knew when I was setting up my business I had a unique service to offer. I knew it worked in UK dental practices as I had performed the role myself for many years (and I was taught by of some of the best people in the USA – then adapted it to suit the Brits!)
So please be unique, be different and have a personality that prospective patients can see – just have FUN.
My phone has been busy of late. I have received many phone calls and emails from dentists who want to take their business to a new dimension in 2010.
During the conversation the principal has been telling me what went wrong in 2009. To bring someone out of a hole I always ask: “what went well in 2009?”
Look back on 2009 and review what you did well – and should do more of, as well as reviewing action that you should of taken for particular situations.
A business owners now is the time (if you have not already done so) to ensure your plans for
Marketing
Practice progression
Team training
Financial targets
Personal development plans
and such forth are written down for 2010 so the action can begin!! We are already into the second month of the year so do not delay if you have not already made your plans, better late than never!
Think positive and do not become drowned in problems – solutions are the key.
Laura
www.laurahortonconsulting.co.uk
Providing dentists and their dental team with training to increase sales with proven successful methods.
Photography training, Treatment Coordinator Training and much more. Visit the website today to see how we can help.
Friday and Saturday were spent with some wonderful people (Jan 22/23)
Hosted by Tony and Cally Gedge – The Marketing Pirates of Dentistry, annual Treasure Map event was held in London.
Speakers including Tony and myself were Dr James Russell, Dr Tif Qureshi, Dr Jon Swarbrigg, Guy Levine, Dr Karen Sutton, and Barbara Naisby.
We all had a fantastic time over the two days.
What we all observed was how everyone was so friendly and interactive with each other. This is due to the amount of social networking on Twitter. So many of us were meeting face to face for the first time yet felt like we had known each other a lifetime.
If you would like to see what we were talking about then please click the link below. (I have to admit I forgot to do a #mpod before my tweets for most of Friday!!)
http://search.twitter.com/search?q=%23mpod
If you are not twitter as yet then join today!! http://twitter.com
The 4th of December is not too far way now and I for one cannot wait!!
Many of my clients and dental friends have been shortlisted for awards, and the night is going to be a celebration of everybody’s hard work that has taken place in 2009.
I was nominated by one of my clients for outstanding achievement.
This was great to hear and I am very happy to be shortlisted and be a part of the fun. There is tough competetion with likes of “Dr Bob” in my group but it is the taking part that counts.
I will keep you posted on all the winners and of those who are taking part!!
I have to say when we first talked I was not sure if it was going to make a difference but I have been proved so wrong just looking at the figures.
The revenue has gone up by 61% and work is much less stressful for me and so much easier!
The conversion rate has gone up which is amazing as I didn’t think we could get this any higher.
Thank you Laura – your training is very professional, extremely good and an amazingly good return on investment as the numbers show
Thank you for all your time spent over the phone too, assessing what kind of training would be suitable for the practice, and thank you for your follow up and constant contact and approach.
I have to say any one looking to increase the revenue generated by their business and looking for a more stress free work life you have to consider Laura Horton Consulting.
How do you motivate your team? Before answering this question there is always a long pause!
Most people feel that to motivate our teams we must pay them well.
However, I found in the past that most people are motivated by praise.
Spending 5 minutes with each team member on a one to one basis, informing them of everything they have done well in the past week and setting goals for the next week is an invaluable task to undertake.
But if a team member does something that you would measure as outstanding you must tell them there and then.
When you praise someone it is important not to say ” You performed A B and C very well this week, the goal for next week is to push D to the next level”. It is better to go into detail about A B and C. What was it that was performed so well?
We work in a customer focussed profession and therefore it would be good to descibe to your team member that their body language, tone of voice etc was very good. Then ask them what their goals for the following week will be and if you agree go for it!
Praise is the key to motivation - not necessarily improving a team members bank balance!
instead of providing them with information while that sat and listened?
