If there was a single EASY GEM you could deploy which requires only 30 seconds of your time, costs little or nothing, and GUARANTEES a measurable reduction in new patient no-shows and an increase in case acceptance... wouldn't you want to do this for every new patient? How can you ensure that every new patient entering your practice enjoys a case of the "warm fuzzies?!"
If building your practice and your income is a priority (as well it should be) then understanding the MATH behind each "Gem" you deploy is an important piece of the puzzle. In this Gems Blog I'm going to reveal a 30-second verbal skill to reduce your new patient 1st visit failed appointments and increase acceptance of recommended care.
What's that Critical 30 Seconds Worth in Dollars to Your Practice?
Let's say you get 40 new patients per month and 8 of them NO-SHOW their 1st visit. They don't call and they don't show up. If you could SAVE FIVE of them with this Gem you'd increase your actual (butt in the chair) new patient flow by 5 x 12 months = 60 new patients per year. Even if you could only save 3 of the 8 that's still 36 EXTRA NEW PATIENTS per year.
36 new patients x $4,800 average lifetime value = $172,800 (over the next 6 years, the average stay of a new patient in a general practice). All for a 30 second verbal skill!
Exactly WHAT Should You Say and When?
One of the most critical times for your new patients is before you ever meet them! It's the time between scheduling the appointment and the time they show up (or no-show) for their 1st visit. Thus the importance of the "New Patient Pre-First Visit Welcome Call"... by the DOCTOR. Do NOT wimp out and have your team do these calls. There is NO SUBSTITUTE for the HUGE relationship building effect of a new patient hearing from the doctor him/herself prior to meeting for the first time!
How long does it really to make these calls? While I was writing this blog I timed how long it would take me to read the script at a normal speaking pace. It took me exactly 30 seconds. Devil's advocate... "But Tom, how do you know how long the patient's side of the conversation will take? What if they are chatty or have a million questions?!"
That's the beauty of this "Gem." You never actually speak to the patient. Download the "SlyDial" app to your cell phone. Using SlyDial, when you call your new patients SlyDial will SKIP THE RINGER (the patient will never hear a ring indicating an incoming call)! Your call will go directly to voicemail. Your patient won't know the difference and will simply think she missed the call when she sees the voicemail notification!
The Proven Script
Hi Betty, this is Dr. John Smith Calling. I am the dentist that you have an appointment with tomorrow. So sorry I missed you.
The reason I’m calling is that I see you have an appointment scheduled in our office tomorrow at 1PM, and I just wanted to be the first to welcome you to my practice.
If there is anything at all that I can do to make your visit tomorrow more comfortable, please don’t hesitate to contact me. My cell number is 555-555-5555. I’m really look forward to meeting you tomorrow. Have a great night!"
Start doing these TODAY. Not only will you reduce new patient 1st visit no-shows and increase the speed at which you build rapport an establish relationship (and thus increased case acceptance) but you'll enjoy hearing new patients tell you (and some of them will!!) they have never before received a call from any doctor let alone before even meeting them!
Remember, you're only one Gem away!
Dr. Tom The Gems Guy Orent
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