Your phone isn’t just the first point of contact for new and potential patients. It’s the primary method for interacting with your clients at nearly every step of the process, from reminders to follow-ups to collections. Every time you have an interaction with a patient, you have the opportunity a positive impression on them.
Capitalizing on these opportunities is important both for you and the patient. Patients who feel valued and appreciated are more likely to make and keep appointments, which in turn helps you keep them healthy. In this part, we’ll take a closer look at exactly what you should be doing on phone calls to establish a positive relationship with your patients and keep them healthy.
Relationships Are Everything
If someone asked you what sets your dental practice apart from your competitors, what would you say? A lot of providers would talk about their skill or efficiency at a given procedure. And that’s good. Patients want to know that their dentist is good at what they do. But that’s logical, frontal lobe kind of stuff. People, generally, don’t make decisions based on logic. They make decisions based on emotion.
According to the Harvard Business Review, making an emotional connection with your patients is vital to your business:
On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers. These emotionally connected customers buy more of your products and services, visit you more often, exhibit less price sensitivity, pay more attention to your communications, follow your advice, and recommend you more – everything you hope their experience with you will cause them to do. Companies deploying emotional-connection-based strategies and metrics to design, prioritize, and measure the customer experience find that increasing customers’ emotional connection drives significant improvements in financial outcomes.
So, how do you create an emotional connection with a patient? By showing them that they matter to you beyond just the money they bring into your business. Of course they do! You know that. But, just like in any relationship, you have to show them.
Want to learn more about exactly how you can use your phone to better serve your dental patients? Download the ebook below to see how!