Monday Morning Meeting: Working on Customer Service – #3 Anticipate Needs

Monday Morning Meeting: Working on Customer Service – #3 Anticipate Needs

Customer service may not be the first thing you think of when you think about a dental office, but it is an integral part of the office and should be considered an important part of each team member’s job. A dental office’s most important asset is its’ patients and without them, the office would not succeed in business. Practicing good customer service helps to grow the success of the office as happy patients continue to come back and recommend the office to friends and family. Ensuring that each team member is dedicated to quality customer service and providing a positive experience for each patient is one of the most important jobs there is.

There are ten rules to customer service that must be followed. This week we’ll discuss anticipating needs.

Rule #3: Anticipate Needs

Can you remember the last time someone anticipated that you’d need something done and did it for you? Do you remember how you felt about that person after you learned about their consideration? Probably pretty good, right?

Patients are loyal to your office because of the feelings and solutions to dental problems you provide them. They usually keep coming back because of an emotional attachment rather than a logical one. For example, if Dr. Smith is a talented dentist but is rude, short, and inconsiderate then he’s probably loosing patients left and right to Dr. White who is polite, thoughtful, and kind and an equally good dentist.

The more you know your customer’s needs and are able to anticipate them, the stronger the emotional connection becomes with your office.  If you’re able to communicate with the patients and learn about problems or needs, they will appreciate that you’ve taken the time to think about them.  Not every patient will be able to fit within your usual practices; taking the time to take into consideration their needs or wants will make them feel special and appreciated.

For example: If Diana has an appointment on Thursday for a cleaning but she’s going to be rushing to the office from work, it’s a good idea to send over her new patient paperwork early so that she can fill it out prior to getting there. She’ll appreciate the fact that you anticipated that she’d be short on time and that you accommodated her by allowing her to get part of the appointment done early.

Tuesday Tech Tip: Spice Up Your Staff Page With Video

Tuesday Tech Tip: Spice Up Your Staff Page With Video

Every single staff page we’ve ever produced or seen online is the same across all industries. They have a picture of the staff member and a short description of their education, work experience, and personal life. And this is fine, of course. It’s certainly all patients expect to see when they log on to the Staff page of any site. But here’s an option for jazzing it up a bit that also helps your YouTube and Website rankings!

How about instead of having your staff members type up a description of their life, you record it on video?! Okay, they may be a little reluctant to do so but those that are excited about the option (or who can be coerced into doing it) should be allowed to. Adding videos to your YouTube channel is invaluable to its success and even a simple 1-2 minute video like this will help. And think about how cool it will look on the Staff page of your website to have short videos of each staff member talking about themselves! Talk about a way to set yourself apart!

So, if you’re able to get them to do it, here are some tips:

1. Any recording device will do, unless you’re the doctor. If you’re the doctor, then your video must be of higher quality.
2. Make sure the staff member can be heard and seen clearly.
3. Keep the video’s short and sweet. They should be no longer than 1 minute, two max.
4. Keep your staff member on track by asking them to describe their education, their work experience at your office, and a few of their hobbies when they’re not at work. If you want, ask them something more personal about work, “What’s your favorite part of your job?” This can help give the video a more personal touch.
5. Have them rehearse a few times. You don’t want to share a video where “Um” is said 30 times and the staff member stutters a lot out of nervousness. That won’t impress anyone. 

Monday Morning Meeting: Working on Customer Service – #2 Be a Good Listener

Monday Morning Meeting: Working on Customer Service – #2 Be a Good Listener

Customer service may not be the first thing you think of when you think about a dental office, but it is an integral part of the office and should be considered an important part of each team member’s job. A dental office’s most important asset is its’ patients and without them, the office would not succeed in business. Practicing good customer service helps to grow the success of the office as happy patients continue to come back and recommend the office to friends and family. Ensuring that each team member is dedicated to quality customer service and providing a positive experience for each patient is one of the most important jobs there is.

There are ten rules to customer service that must be followed. This week we’ll discuss the importance of being a good listener.

Rule #2: Be a Good Listener

Listening might be the most obvious tip in this series about customer service but it’s also the most overlooked. In a busy dental office, giving a patient your undivided attention might be challenging at the least and it can be easy to make assumptions about what a patient needs or wants. It’s important to convey to each customer that they are the only person you’re concerned with and that their needs are the most important to you.

To do this, think about the good listeners you know. What traits do they all share? Probably they ask a lot of questions and concentrate on what you’re saying. They probably convey interest in what you have to say through their body language and voice. And they probably don’t make assumptions about what you’re thinking or feeling.

How does it make you feel when someone listens to you that way? My guess is that you feel pretty good about that person when the conversation is over. Your feelings, thoughts, and ideas were all validated by the person’s attention and it made you feel good to be acknowledged and recognized.

Good customer service relies on your ability to make each patient feel special and important at that moment. By asking questions, staying focused on the patient, and avoiding assumptions you are conveying the message to the patient that you care about them and what they have to say. If a patient feels validated and appreciated, they are sure to return to your office again and again.

Tuesday Tech Tip: Treatment Video’s Boost YouTube and Your Website

Tuesday Tech Tip: Treatment Video’s Boost YouTube and Your Website

You might notice a theme this month with our Tuesday Tech Tips… We are stressing the importance of video throughout your web presence because we know that it’s one of the cheapest, easiest forms of internet marketing that is exceptionally effective. Last week we ranted and raved about the sheer volume of video that is shared and viewed and let’s face it, we got a little carried away with the numbers. We’re going to hold ourselves back from doing so this week and instead we’re going to discuss another way to increase the number of video’s on your YouTube channel using just you, the doctor!

On most PDM sites, there’s about 70-90 pages of content for patients to sift through when doing their research about gum disease or treatment options. All this content is great for your Google rankings but it may be a bit overwhelming to patients who want quick, factual information without having to read everything. This is where you come in.

As the dentist or periodontist in your practice, you are the expert on the treatments and technology that you offer your patients. Who better to explain a procedure to visitors to your YouTube page or website than you?! Treatment videos are a great way to explain treatments, procedures, or technology through video which can then be placed on the corresponding page on your website. Patients will then have the option to either listen to you explain it or read about it themselves or both!

Recording treatment videos is simple and easy but, let’s face it, Rome was not built in a day and your treatment video library won’t be either. There are many different procedures you offer in your office and it’s important that you take the time to think out how best to explain each procedure rather than rushing through it. Quality does matter in this case and good planning will ensure that your explanations are clear and easy to follow.

Some tips…

1. Plan out what you’re going to say and do during the recording. This will keep the video concise, clear, and focused on the treatment.
2. If possible, explain the procedure in as short a time as possible. The end of a video that’s longer than 5 minutes will probably never be seen. Don’t waste your time or theirs. You’re just explaining the basics of the procedure, you do not need to go too in depth.
3. Use models, figures, drawings, etc. that you usually use in a consultation. If you usually use a model to explain a procedure during a consultation, it’s probably going to make it easier for you to explain the procedure on camera.
4. Speak clearly and don’t rush.
5. Use a nicer camera. Your cell phone will work for a video testimonial but for a treatment video you may want to use something that will produce a nicer quality video. It’s important that you can understand and see the speaker easily. 

Monday Morning Meeting: Working on Customer Service – #1 The Customer is Always Right

Monday Morning Meeting: Working on Customer Service – #1 The Customer is Always Right

Customer service may not be the first thing you think of when you think about a dental office, but it is an integral part of the office and should be considered an important part of each team member’s job. A dental office’s most important asset is its’ patients and without them, the office would not succeed in business. Practicing good customer service helps to grow the success of the office as happy patients continue to come back and recommend the office to friends and family. Ensuring that each team member is dedicated to quality customer service and providing a positive experience for each patient is one of the most important jobs there is.

There are ten rules to customer service that must be followed. This week we’ll discuss how the customer is always right.

Rule #1: The Customer is Always Right

Okay so the customer may not actually be right every time but it’s a good mentality to have when dealing with patients on a daily basis. Even though you may work in a dental office, you are still in a field that is designed to service a customer’s needs. If you do not meet the customer’s needs, then your office may not see that patient again.

You see, the patient is kind of like your boss; you wouldn’t tell your boss that he/she is wrong and refuse to work together towards a solution. Instead you’d try to solve the issue without insulting the boss and risk getting fired. 

When a patient comes to you with a complaint or concern, treat him/her like they’re your boss. Truly listen to the patient and develop a solution that makes everyone happy. You don’t want to risk making the patient unhappy because then they might fire your office and find someone new to clean their teeth. That’s not what you want! 

Never forget that the customer is who actually pay’s your salary and makes your job possible. 

Monday Morning Meeting: Tips for Handling Confrontation at Work

Monday Morning Meeting: Tips for Handling Confrontation at Work

No matter how good of a job you do or how hard you work, sometimes disagreements happen and knowing how to handle these issues can make or break a dental office. It is incredibly important to diffuse issues with patients so that they do not leave your office upset, angry, or frustrated. The last thing you want is for them to then vent about their experience with their colleagues, family, or friends. Or worse, they could vent their anger on your social media page for other patients and potential patients to see. Knowing how to diffuse a tense situation can help save you from a potentially embarrassing public relations experience.

Confrontation can be an extremely difficult experience for most people but with the proper tools in mind, your staff can be prepared to handle any upset patient’s needs.

Tips:

1. The most important tip is to handle this situation in private! Whether the patient is standing in the office or has called in on the phone, move the conversation somewhere where other patients won’t be able to hear the issue. 
2. Handle the issue immediately while the patient is still in the office or that day if the patient has already left. Leaving them to reflect on the experience will only give them time and ammunition to speak negatively about your office.
3. Handle each issue one at a time. Often, patients who are upset about one thing will have a laundry list of other issues as well and trying to take care of each at once can be confusing and frustrating. Instead, handle each issue individually before moving on to the next.
4. Approach the confrontation with an open mind. Different people have different perspectives and reactions to situations. Just because you might not get upset about something, does not mean the person does not have a legitimate complaint. Try to understand where the patient is coming from and sympathize with them.
5. Ask questions often and listen to the answers. Conflict can arise as a result of poor communication between two people and as a result, issues can escalate. When dealing with a confrontation, asking questions can help clarify a point or what was intended. This strategy will help prevent any loss of face and resolve the situation quickly.

Tuesday Tech Tip: A Month of YouTube Videos… YouTube Means YouToo, Dentists!

Tuesday Tech Tip: A Month of YouTube Videos… YouTube Means YouToo, Dentists!

YouTube is one of the greatest sources for revenue and lead generation on the web and the best part is that it’s FREE. Yes, that’s right, it’s free advertising and a very successful form of free advertising. After it launched in 2005, YouTube quickly became one of the most powerful forces in social media with over 48 hours of content being uploaded and shared each minute. And, with more than 4 billion daily users, YouTube is full of potential patients for your office. That’s right doc, YouTube is where you need to be.

This month we’re going to focus all our Tech Tuesdays on YouTube and the glories of video (you’ll probably be quite sick of hearing about it) because, believe it or not, a lot of your competition is already on YouTube and they’re killing it. If you’re not among them then you are probably missing out on the most powerful (free) marketing available to you.

So here is some information about YouTube that you should know before you get started. Each Tuesday this month we will post a type of video that is easy and inexpensive for you to produce yourselves that will help boost your YouTube channel.

Did you know…

1. It’s important to upload often? When a viewer stumbles on your YouTube page it’s going to be pretty underwhelming when you have just three videos posted back in 2010. Booorrring. And if that’s what your page is looking like right now, you need to get busy producing videos because you’re loosing opportunities with your viewers. Viewers want to see pages with many videos because it helps lend to your credibility online. They may even begin subscribing to your videos because of the big impact you made on them when they first visited your page. This means you need to start producing videos now and seeing results right away.
2. YouTube is the second most trafficked site on the internet today? Yeah, that’s right it’s second. People are getting everything from their news to their entertainment online now and YouTube is facilitating all of that. Did you know that 12.7% of people get their news from YouTube rather than the TV? Traditional methods of sharing information are quickly disappearing… Don’t disappear with them!
3. You can share your YouTube videos across all your social media platforms and on your website? You can and it’s easy. Stats show that video postings on your Facebook page greatly increase your click through rates and videos on your website help boost rankings. It’s a win-win all around!
4. Google owns YouTube? Google purchased the website and began linking rankings with videos. Video content improves search engine rankings 52 times more than written text and can improve rankings within 48 hours of posting. These are incredible results!
5. PDM clients have a custom YouTube channel created for them? We know the value of video so we create a YouTube channel for each of our clients with highly optimized keyword tags to help push the video to the top of Google searches. Any video that you create and want added to your page, we will add to your YouTube page, tag it, and put it on your website.