Even in today's strong economy, patients want the best value every time they spend their money. They have been conditioned by retailers to seek deals based on either lower cost or higher value. In response to this new consumer psychology, provide greater value to patients by providing a superior experience.
Realize patients want more value today than ever before. Coming out of the Great Recession, patients are now looking at every dollar they spend. Concentrate on creating more value for your patients. Improve your customer service. Strive to exceed expectations during every patient interaction. Ensure your reception area is attractive, clean and well-maintained. Provide amenities, such as water, coffee, and tea. It's amazing how much these seemingly little things can affect the patient experience.
Don't forget to continue to build value for treatment. During any follow-up conversations or appointments, remind patients of the benefits of the recommended procedure and also the benefits of not delaying treatment. If patients sought out a second opinion, remind them of the great experience your practice provides by using patient testimonials, before-and-after photos and other practice materials.
Roger P. Levin, DDS, is the CEO of Levin Group, a leading dental management consulting firm, and one of the most sought-after speakers in dentistry. Dr. Levin has authored 65 books and more than 4,000 articles on dental practice management and marketing. You can sign up for the Levin Group Tip of the Day.
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