Dental Practice Management Ideas for April

Dental Practice Management Ideas for April

Hello Friends,

When I share marketing ideas with you each month my goal is to help you exceed your current and potential patients expectations. Just as important, if not most important is to consistently exceed your employees’ expectations. Why? Because an employee that feels appreciated will always deliver more than is expected. Betsy Myers, an expert on leadership development says it best: When people feel valued, appreciated, heard, supported, acknowledged and included, they are motivated to bring their best selves forward. “

I wanted to share some practice management ideas to help you make your second quarter more productive, happier and less stressful for you and your team.

If you’re looking for marketing ideas for the month of April see Dental Marketing Ideas for April & April is Oral Cancer Awareness Month

Now on to the practice management ideas for April:

Betty Hayden Consulting Dental Ideas Practice Management

Just for Fun!

National Humor Month / Laugh at Work Week: 1-7 – Find ways to laugh each day at work all week-long.

National Fun at Work Day: 6  – Have a silly theme for this day. (For example, Crazy hair, silly socks, decades day, etc.)

Make Lunch Count Day: 13 – Buy lunch in or out for your team.

See for more ideas. Tips to Improve your Dental Office Part 4 ~ Happy Team

Reasons to Celebrate your Team:

National Dental Hygienist Week (Canada): 8-14

Administrative Professionals Week: 23-29

See Employee Appreciation Ideas Here: Employee Appreciation Gift Ideas Pinterest Board

Employee Conflict Resolution & Communication Improvement Opportunity: 

Workplace Conflict Awareness Month This topic should be discussed at a team meeting. Why? Conflict Happens! Make a plan and an agreement as to how all office conflict will be addressed and resolved.

Steps to deal with office conflict:

  1. Calm down and talk with the other person. (Don’t go to anyone else to discuss the conflict)
  2. Attack the problem, not the person. Focus on behaviors and events.
  3. Listen carefully – listen to understand and not to be understood.
  4. Brainstorm solutions with a focus on the future, what it will take to move forward.
  5. Celebrate your Success.

For additional ideas visit Forbes.com for 5- Keys to Dealing with Workplace Conflict. 

To manage conflict, excellent communication is essential.

Communication  – 

  • Job descriptions and expectations must be clearly defined. This is a great time to ask every team member to write a list of their description and responsibilities. Have them indicate next to each task how often it is done (daily, weekly, monthly, yearly, varies, etc.). This will help you determine if and when and by whom these tasks are being accomplished. You might find some important tasks are not being done at all or not often enough and so on.  

  • Team Meetings/Morning Huddles are essential for a happy and smooth work day. Visit HERE for some tips on how you can have a successful morning huddle.

  • Address quickly any needed discipline or correction, don’t wait for a staff meeting to address these problems. Instead, meet one on one with the offender.

  • Avoid office negativity, it’s toxic and will infect your team – Rather, focus on and share positive experiences.
  • Your team must know the why, what, and how. They may know the what and the how but not the why, often times, this is why employees are there just to collect a paycheck. Talk about what you believe and attract those who believe what you believe. People buy the why not the what.

Positive Gossip Only! Entire team agrees to stop gossip. Refuse to listen to it. Rather, encourage the person to go directly to the other person they have an issue or complaint about. Unless of course, they can let it go and move on

Hygiene Continuing Care/ Recare Opportunity:

Cleaning For A Reason Week: 18-24 – Send out email & text reminders to your patients that are due/past-due for their hygiene visit. Time for their Spring Cleaning! The “reason”? For their health’s sake – or, consider donating a portion of the production to a local charity.

Community Involvement Opportunity:

Community Spirit Days (1-30) – What a great opportunity for your office to get involved in the community. Check your city’s event calendar for events and activities.

Are there any charity/sporting/community events that you and your team can participate in or sponsor?

Be sure to share a variety of local community events on your social media sites. This will encourage your patients to look to your office page to learn what’s going on in the community.

Host a:

  • Spring Perennial Plant Exchange
  • Book Drive
  • Canned Food Drive
  • Aluminum can tabs for the Ronald McDonald House

Be sure to send out press releases and share on your social media sites what you’re doing to help your community.

So there you have it, some practice management ideas for the month of April. Enjoy!

Have you signed up to receive my complimentary dental marketing and practice management ideas that are sent right to your email each month? If not, take a second and follow today. This way, you won’t miss a single idea!

Yours for Greater Success,

~Betty

P.S. Please stop by and say hello to me on FacebookTwitterInstagramLinkedIn and Pinterest

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Scripting for when your dental patient calls to cancel their cleaning appointment…

Scripting for when your dental patient calls to cancel their cleaning appointment…

Hello Friends,

I OFTEN get asked the question, what should we say when a patient calls to cancel their hygiene appointment?

Today, I’ll share with you some scripting examples for handling calls from patients that want to cancel same-day hygiene appointments.

what do I say when patient calls to cancel their dental hygiene appointment

Please note: this isn’t scripting for perio appointment cancellations. You would use different scripting for those types of appointments.

Scenario #1:

Patient: I’m calling to cancel my appointment for today at 10:00, it’s just for a cleaning.

Admin: NOOOOO!

What do you do? It’s 9:00, how are you supposed to fill that time slot?

Scenario #2:

Patient: I’m calling to cancel my appointment for today at 4:00, it’s just for a cleaning.

Admin: YESSSSS!

What do you do? Celebrate, of course! Now you can get out early.

I’m kidding! We hate cancellations (even the “just a cleaning” ones) at any time of day because they all kill profitability.

So what do you say to the patient when they try to cancel? How do you save the appointment?

You can’t save them all, there are unavoidable, legitimate reasons that some patients are canceling their appointment. For help filling the schedule with those inevitable last-minute cancellations, please see: Ideas to Fill Holes in the Dental Hygiene Schedule

For all others, try this:

Patient: I’m calling to cancel my appointment for today at 10:00, it’s just for a cleaning.

Admin: (with genuine concern) “Oh no! I hope everything is alright. Jenny was really looking forward to seeing you today for your appointment. Is there any way you can make your reservation?” or

“Oh no, Jenny will be so disappointed, she reserved this time just for you, is there any way you can keep your reservation?” or

“Oh no! Thank you for calling, I know Jenny will be concerned, is there anything we can do so that you can be here today?”

or, if you have a broken appointment policy…

Admin: “Oh no! I’d hate for you to have to pay the broken appointment fee, is there any way you can make your reservation with Jenny?”

Now, if the patient is sorry and truly can’t make the appointment and this is the first time they’ve canceled an appointment, say this:

Admin: “I know that Jenny was looking forward to seeing you, I’m sorry that you weren’t able to provide us with 48 hrs notice due to (whatever their reason was) – we’ll go ahead and waive the broken appointment fee this time. Let’s get you rescheduled…”

For patients calling to cancel due to work, try the following…

Patient: I can’t take time off of work, or I have to work…

Admin: “My job is important to me too. We really hate for you to not be able to make your appointment. Is there any way you could have someone cover for you for that time or would it help if we wrote a note to your supervisor?”

STILL NO:

Admin: “We obviously made an appointment for you that isn’t convenient. Since your appointments are important I want to make sure we never do that again. Is there a time we can schedule that you know you will be convenient?”

Document your conversation and that you waived the fee for this time and that the patient is aware next time they’ll be charged.

If the patient refuses to reschedule their appointment…

Admin: “That’s fine, but if I don’t hear back from you, I will call you on ______, how does that sound?” (Follow through on that promise.)

For patients that habitually cancel, I urge you to charge them your broken appointment fee and do not reschedule their appointment.

Admin:  “Mr/Ms (use their name), I can see that you have a really busy schedule and that makes it difficult for you to commit to an appointment time. I thought I was a busy person!
What I recommend is that we place you on our “same day” call list. If we have an unexpected change in our schedule we’ll give you a call. How does that sound?”

Document your conversation! Follow-up accordingly.

Work together as a team to come up with scripting that works for your office. Think of all the different scenarios and reasons patients call to cancel (cost, illness, no babysitter, schedule conflicts, etc.) and role-play the best responses. Your goal should be, if appropriate, respectfully help the patient find a way to keep the appointment as scheduled without threatening or embarrassing them.

If you have created this cancellation monster, it will take some time to re-train your team and your patients. How do we train our patients that it’s ok to cancel last-minute?

  • Not creating true value for the appointment through patient education.
  • Constantly rescheduling patients appointments because of some change to the provider’s schedule.
  • Not respecting the patients time by running behind and not giving the very best experience from start to finish.
  • Telling the patient, no problem or that it’s OK when they call to cancel.
  • Poor and inconsistent appointment reminder systems and protocols.
  • Not acknowledging no-shows with a telephone call 5 minutes after their scheduled appointment time and with a follow-up letter/text/email.

Sadly, I have heard many offices tell the patients, no problem when they call to cancel. They don’t even attempt to reschedule. They just say OK and hang up. I’m not joking. This really happens.

Ultimately, preventing cancellations starts with creating value for the appointment before it’s even scheduled… it’s never “just a cleaning” that they are trying to cancel.

Create a strong hygiene continuing care protocol for your team and consistently follow it.

If your office needs help in creating a protocol for how to track hygiene continuing care reports/numbers, appointment scripting, patient correspondence, etc. please contact me today for a complimentary consultation at bhaydenconsulting@gmail.com

Are you receiving my free dental marketing and practice management ideas every month to your inbox? If not, PLEASE take a second and follow today or send me your email address and I will send you an invitation to follow. This way, you won’t miss a single idea. Feel free to share my blog with your dental friends. ~ Thank you!

Yours for Greater Success!

~Betty

P.S. Please stop by and say hello to me on  FacebookTwitterInstagramLinkedIn and Pinterest

 

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Dental Marketing and Practice Management Ideas for January

Hello Friends,

Now is the time to think seriously about any troubles, concerns and problems that occurred during the year that you do not want to repeat in the new year. What problems would you like to see solved? Take steps to make any needed changes or improvements. For more ideas to get you started visit here: Improve your Office – Make a change!

Also, think about all of the things that worked well and how you can repeat them or even improve upon them in the new year. Celebrate your successes!!

Do not delay, put down on paper all of your thoughts and plans to make 2017 a better year for you and your practice. Do include your team in this plan, ask them what their ideas are to make 2017 a more productive and happier year for all.

Now, here are some Marketing & Practice Management Ideas to help make January your Best Month Ever!

dental marketing ideas for winter betty hayden

Practice Management Ideas ~

Let’s start with your existing patients active and inactive…

Hygiene Continuing Care & Incomplete Treatment:

Insurance Maximums: Many of your patient’s dental insurance maximums renew on January 1. Phone, email or text your patients with a friendly reminder of their renewed benefits and make a reservation for them to come in for their hygiene visit or incomplete treatment with the doctor.

Inactive Patients: It doesn’t help anyone to have a file cabinet or computer full of inactive patients – Get them on the schedule. January is a great time to send We Miss You Reactivation Letters to your patients. For a sample letter visit this post: Reactivation Letter

Hygiene Patients: Are you pre-appointing hygiene visits? If not, January is a good time to make this a goal for the office. While you have the hygiene patient in the office, schedule their next 3, 4 or 6-month visit. Avoid saying “would you like to schedule your next appointment?” Many will say no. Instead, say this: “Let’s go ahead and schedule your next visit.” Assume they want to schedule their next visit. By the way, your entire team needs to be on board with pre-appointing your patients. It can be done!🙂

National Clean Off Your Desk Day: 9 (2nd Monday)  Clutter represents indecision. Make a decision to get rid of the clutter! That includes any sticky notes attached to computer monitors, coats/sweaters hanging on the backs of chairs and fast-food drink containers sitting out on the counters.

Fun at Work Day: 27 (Last Friday)  You’ll find many ideas here on how to have fun at work.

Next, we have few internal and external marketing ideas, some are educational and some are just for fun. All are presented to exceed your patients expectations, help to create value for better dental health and get people talking about you to their friends, family members, co-workers, and neighbors.

Dental Marketing Ideas

External Marketing to Local Businesses:

Send a coffee truck to local businesses/schools – What a great surprise and welcome treat for many local businesses. Be sure to take pictures that can be shared on your social media sites. 

January is Be Kind to Food Servers Month –  Visit some local restaurants and present servers with a “We Appreciate You” gift. Gift Ideas: Toothbrush bag, lip balm , pens, etc. All items should be imprinted. Consider a drawing they can enter to win free teeth whitening.

Internal Marketing Ideas

January is National Hot Tea Month

Educational & Service Opportunity:

Drinking teas such as green tea can be very good for one’s dental health.

Does Tooth Sensitivity hold some of your patient’s back from enjoying their favorite hot beverage? Show them how you can help relieve/eliminate tooth sensitivity. This will give a nice boost to your production too!

If you are interested in having me help your office create a custom “National Hot Tea Month” (or different themed) campaign that includes ideas for special offers, patient give-aways/drawings, community involvement, cross marketing with local businesses and recare/incomplete treatment scripting, please contact me today at bhaydenconsulting@gmail.com

Social Media Post Ideas to Improve Engagement:

Sugar Awareness Week – 16-20

National Motivation and Inspiration Day: 2

Dress Up Your Pet Day: 14

Popcorn Day: 19

National Pie Day: 23

Dental Drill Appreciation Day: 26

Bubble Wrap Appreciation Day: 30

So there you have it, a few dental marketing ideas for January. Please be sure to comment below with any other ideas or reminders you have for the month of January. I LOVE hearing from you!

If you have not yet subscribed to receive my Free Dental Marketing Ideas each month, please do so today.

Yours for Greater Success,

~Betty

P.S. Please stop by and say hello to me on FacebookTwitterInstagramLinkedIn and Pinterest

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