Patient retention is a critical issue in dentistry as the profession becomes more competitive. Smart businesses do everything possible to retain their customers, and smart practices should do the same with their patients.
Create incentives for patients who are overdue or inactive. Offer highly convenient times for people who need specific appointments, or provide gift certificates or courtesy discounts. You can also help patients understand that the ultimate incentive for keeping their appointment is that regular preventive care keeps their mouth in great shape for a lifetime.
Don’t forget to brand the practice. Most patients don’t really know the quality of clinical care they are receiving and believe they can get similar care from other offices. You can break through this presumption by building strong value for your practice through branding. You must be intentional and deliberate about communicating the value of your practice by delivering effective branding messages about your practice in the first phone call with every new patient, during hygiene visits with current patients, and in all marketing communications.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].
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