Loyal patients for life - Michael Lansdell

Loyalty to one’s dentist cannot be taken for granted. Just like for any commercial operation, every person who walks through the door needs to be treated like a highly-valued customer, every single time.

Determine who your core, ‘good’ patients are, then think about how you can offer the very best service for their needs. With a few simple changes, finding a perfect balance between service provider and profitable business is possible. 

Put a strategy in place to encourage patients to not only stay loyal, but to recommend you to their family and friends, too. Run a friendly practice and make it easy for people to book. You might want to investigate online booking, which many patients find convenient. Have a system for reminding people that they have an appointment: a text service, a phonecall or appointment card. If they want to reschedule, do so with minimal fuss. Also, if someone has had major treatment, give them a call to see how they are. A financial incentive for referrals is always a great idea, especially if they recommend another ‘good’ patient. Simple touches like colouring sheets and crayons to keep children occupied, or free water in your reception area work well, too.

Present a knowledgeable team who can answer questions promptly and comprehensively. Regular staff meetings will help you identify if someone needs to be bought up to speed with your pain relief policy or finance plans, for example. If you think your patient base will appreciate it, think about a blog or newsletter to keep the lines of contact open between appointments.

Business articles seem to bombard us with the importance of attracting new patients, however, it is vital to remember that these strategies are not the only way to increase profits and be one step ahead of the rest. When you are a dental practice owner, it would be a huge mistake to neglect the people who are keeping your business ticking over, day in, day out. Invest time and effort in your current patients and you will create a fantastic platform from which your practice can grow. It is easier to keep and nurture a patient than it is to sell your services to someone new, yet the rewards will be just as great.
 

Specialist medical and dental accountants Lansdell & Rose offer business advice alongside regular tax planning and financial accounting. Visit www.lansdellrose.co.uk or call 020 7376 9333.