Take a look at our newsletter this month!
PART 2
By Dr. Tom “The Gems Guy” Orent
MAKE NEW PATIENT WELCOME CALLS. Doctor, personally CALL every new patient prior to their first visit in your practice to WELCOME them and let them know you're delighted to have them with you. Ask if there is anything special you may do prior to or during their visit to make them most comfortable. If you reach voicemail, then that’s terrific. Leave the same message, plus … “And if there is anything we may do to make your visit more comfortable, then please don’t hesitate to let me know. My personal cell number is 555-555-5555.” (How many DSOs do you figure are doing this?!) I personally did these calls for years and received call backs on my personal cell just twice. REVIEW 'MAXIMUM NEW PATIENT RETENTION.' Know and apply the "20/20/20" rule of Maximum New Patient Retention. When patients are anxious about finances due to local (and, in this case, global ) financial unrest, how you treat them during their first few visits as a new patient will determine whether they stay with you for life or run out your back door, never to return. Visit GoldMine UnderGround Team Training Toolkit 054, "Maximum New Patient Retention."
As I shared last month, I’ve always considered myself a “realistic optimist.” This month’s cover provides the final nine steps in my 17- step plan for Dentists to survive the recession coming our way. Remember, if anyone tells you we’re not heading into a deep recession, then they’re either in denial or they have their head in the sand. Consider this:
of this checklist, for each item, ask yourself how many of your local colleagues would be willing (or even think) to deploy. You can take action or make excuses … but the two cannot coexist. KNOW YOUR NUMBERS! In 2020 and beyond, there is no excuse for us not to have our fingers on our dental practice key performance indicators (KPIs). If you aren't yet, then I would urge you to go live on the Gems Dashboard ASAP. There is no time like the present to get this up and running. Elizabeth, "my wife the engineer," will be happy to help you and your team onboard and go live. Once you do, I guarantee you'll never look back. Your Gems Dashboard will help you SEE problems and opportunities in your practice about which you're likely unaware. When, at a glance, you can visualize leading indicators, you’ll no longer be blindsided by bad financial news (trailing indicators) when it’s too late to act. Once you're up and running, if your team would like help with monthly updating of the data, then as a benefit of your membership, your Personal Gems Concierge will be happy to assist during a screen-share. After a while, your team likely won't need the help. But your Gems Concierge is always there just in case.
The New York Times
“ Why the Global Recession Could Last a Long Time. Now, fears are growing that the downturn could be far more punishing and long lasting than initially feared — potentially enduring into next year, and even beyond ... The abrupt halt of commercial activity threatens to impose economic pain so profound and enduring in every region of the world at once that recovery could take years. The losses to companies, many already saturated with debt, risk triggering a financial crisis of cataclysmic proportions.”
PLANET GEMS CHECKLIST FOR SUCCESS – CONTINUED FROM THE APRIL COVER
The following are the remaining nine strategies and tactics I developed for my practices. They have served us well during good times and bad, and I’m confident they will help you too. As you read down the rest
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DEPLOY A NIGHTTIME RECALL CALLER STRATEGY. This is me being a broken record. But ... those members who’ve already heeded my urging to do this (without changing a single parameter) have been head-over-heels amazed with the crazy good results! Yep. Hire a "Night Recall Caller" (except during COVID-19, in which case, daytime, with the modified script on the members' website). This position is paid commission (plus a base guarantee, but ONLY in states requiring) and is only paid for patients they appoint and who actually show up: no less than four nights, four hours per night, 16 hours per week per doctor for a two-doctor practice, 30-plus hours of nighttime recall calling. Don't change a thing about this protocol. If it's done right, then the results will BLOW YOU AWAY. Visit UnderGround Team Training Toolkit 009, "How to Double Hygiene Recall." Ask your Personal Gems Concierge or Coach for help. MEET PROSPECTIVE NEW PATIENTS RIGHT WHERE THEY ARE. Create a robust presence on YouTube. SEIZE the role of local EXPERT by making your channel the place folks turn for dental health information. Then you and your team use every social media outlet available to share the videos and gain subscribers to your channel. Learn how to get the YouTube algorithm to kick in and suggest your videos on channel pages, browse, and local search. Much more about how to dominate your local market on YouTube is coming soon from Planet Gems. MARKET IN A VACUUM. When we are given the “all-clear” to return to work, those who invest the time, money, and effort to market for new patients will likely enjoy a decreased acquisition cost per new patient and potentially increased results. Why? Because most of our colleagues (and local businesses in general) won’t be turning up their marketing, and as a result, for some time to come, ad costs will stay flat or may even go down. Just a short list (by no means all-inclusive) of some of the things I’d be preparing right now to deploy upon the all-clear would include YouTube videos (now and later),
EDDM (U.S. Postal Services Every Door Direct Mail), Facebook groups, Facebook ads, Google Pay per click ads, radio ads (yes, very powerful if done right), street fairs, and more. Speak with your Personal Gems Concierge and/or coach for help in preparing to launch a robust multifaceted back-to-work new patient ad campaign.
" You can take action or make excuses … but the two cannot coexist."
CARE FOR YOUR UNEMPLOYED PATIENTS. First, it’s important to
During this training, you’ll discover my “3 Rules When Seeing a New Patient.” These rules go against pretty much everything we’ve been taught in dental school and continuing education courses. These three rules are patient -centric. Following this Team Training Toolkit, you’ll understand how you can ethically accommodate your new patients’ needs and desires. When you do, you will retain a far higher percentage of your new patients than ever before. CONSIDER MERGERS AND ACQUISITIONS. You might be thinking, "Tom, are you nuts? You’d consider buying practices to merge into your own during the worst financial times we’ve ever faced?" Possibly. Speak with AFTCO (email me if you want an introduction to the owner) and let them know you want to buy small local practices that are having trouble selling. If you are willing to execute the steps outlined on this checklist (and more) to accommodate patients, then you'll be in an amazing position for local acquisitions. GIVE THE DOCTOR’S CELL NUMBER TO EVERY PATIENT. It should NOT be printed on your business card. Doctor, in front of the patient, handwrite your cell number on the back of your business card. It's important they feel you did this for them . Make them feel special. Let them know that in case of emergency, they should call you directly, no matter the day or hour. Most will never take advantage of you by calling your cell during odd hours. All will appreciate the personal touch and the wildcard in their wallet that if they needed help, they know they can count on you … especially after the crisis we’ve all just been through together.
distinguish between unemployed who have financial resources and those who lost their jobs and were already living hand-to-mouth, paycheck-to-paycheck. Let’s say your patient Bob is a local software engineer, an attorney, or a chiropractor who was making $100,000 per year and finds himself unemployed post-COVID-19. The fact that he’s out of a job for a few months doesn’t necessarily mean he has no financial resources. On the other hand, let’s say Mary is a single mother, sole supporter of herself and three kids, and works as a server in a local diner or register clerk at a grocery store. Being out of work for the next few months (even with unemployment) could put Mary in a position to make difficult choices for herself and her family. Before you return to practice, develop a plan for how you and your team will handle these patients. Remember, one of the steps we’ve covered was to CALL EVERY PATIENT. Find out how they are doing. How is their family? Then help them get back into your schedule. If Mary says she lost her job and is going to have to wait to schedule herself and her kids, this is the time to step up and offer the unexpected.
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"In 2020 and beyond, there is no excuse for us not to have our fingers on our dental practice KPIs."
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You must decide what you are comfortable with and what you feel is appropriate. That said, here is what I would suggest. This is something I frequently told local pastors I would make available to any of their parishioners who were in a similar financial situation as Mary. For your EXISTING patients who, during your outreach calls, tell you they’ve lost their jobs and must postpone their dental care, let them know you would like to schedule them for their three- or six- month cleanings, X-rays, and exams … as a COURTESY in appreciation for having been a loyal patient. Tell them you’ll include any recommended oral home care aids as well: brushes, floss, rinses, etc. No charge. PLUS … urge them to call if they have a dental emergency, and assure them you’ll do what you can to eliminate pain, infection, etc. through short-term solutions to get them comfortable AT NO
makes you stronger.” Your future is far more in your hands than ever before. We’re here to help you do more than just survive … together, we will continue to be there to serve our patients, our team, and our family. Together we will thrive.
CHARGE until they are back to work. It’s the right thing to do. You and your team will truly enjoy the opportunity to give back. And … although not the primary reason for making such an offer, you will create goodwill that will undoubtedly last for a very long time to come. "... those who invest the time, money, and effort to market for new patients will likely enjoy a decreased acquisition cost per new patient and potentially increased results ."
In your service,
Tom
P.S. Elizabeth and I would love to see you at our home for a family dinner on Wednesday, Sept. 23, 2020. It’s our way of kicking off the Gems Family Fall Retreat and Mastermind Events. For more information and registration, go to InsidersCircle.com and click on the Fall Retreat banner at the top left of the home page. Call us at 1-888-880-GEMS (4367) or outside the USA and Canada, dial 001-508-872-0066.
NOW IS NOT THE TIME TO ISOLATE …
Doctors who see and seize the opportunity will commit to coming back stronger than they were pre-virus: “What doesn’t kill you
Sudoku
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Gems Insiders’ Circle™ Quarterly Q&A Webinars: Four times each year, I’m available in the evening for up to 90 minutes to answer your questions about any topics of your choice regarding dental practice management.
For the latest up-to-date information about what’s happening on Planet Gems, go to InsidersCircle.com and click on “Calendar” (menu bar, top left of homepage). If you have questions, then please contact your Personal Gems Concierge or call 1-888-880-GEMS (4367). 90-Minute GG12 Team Training Online Events: GG12 Dental Practice Transformation members, please block out this monthly program on your calendar. These occur just once each month, but they could easily be the most important 90 minutes you and your team will ever invest. GG12 Office Hours: Twice each month, my office door is open for your visits. This is an opportunity for GG12 Doctors and team members to speak with me directly with questions about dental practice management or life on the Planet Gems!
FALL GEMS FAMILY RETREAT – BOSTON, MA, SEPT. 23–26:
Register today for your Fall Gems Family retreat in Boston starting on Wednesday night, Sept. 23, 2020, with dinner at my home. Doctors and team members often tell us they have never experienced anything like our retreats in all their years attending dental continuing education. Gems Family and GG12 Mastermind Members will form lifelong bonds with their fellow members. The retreat ends at 5 p.m. on Saturday, Sept. 26, 2020.
June 17 11 a.m. to 12:30 p.m. EDT — GG12 90-Minute Monthly Team Training June 17 8:30–10 p.m. EDT — Gems Family Gathering: "Gaining Acceptance of Best-Option Quadrant Dentistry" June 19 12–1 p.m. EDT — GG12 Office Hours June 24 8:30–10 p.m. EDT — Gems Family Gathering: "How to DROP Your Worst PPOs While MAXIMIZING Patient Retention"
July 1 8:30–10 p.m. EDT — Gems
July 22 8:30 p.m. EDT — Gems Family Gathering: "A Simple Math Formula to Determine Which PPOs to Drop First and Fast!" Clint Johnson July 29 8:30 p.m. EDT — Gems Family Gathering: "How to Add $250,000 Revenue to Your Practice, Improve, and Possibly SAVE LIVES in the Process" Dr. James Metz August 5 8:30 p.m. EDT — Gems Family Gathering: "The 5 Levels of COVID-19 Safe Dentistry — Prioritizing by Effectiveness." Dr. John Bain
Family Gathering: "How to Build a Robust Referral Network of Local Clergy in Just 21 Days" July 8 8:30–10 p.m. EDT — Gems Family Gathering: "How to Target Market Active Seniors — You May Need MORE Than One Senior Shuttle!" July 15 8:30 p.m. EDT — Gems Family Gathering: "How to Add $400,000 to Your Revenue, See Fewer Patients, Do More Good, and Spend More Time
with Your Family" Dr. Todd Shatkin
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Dr. Carl Sakamaki, CO Dr. Jared Eisen, NY Dr. Tommy Meng, CA Dr. Harold Pollack, NJ Dr. Kelly Keith, TX Dr. Jeff Echelberger, KY Dr. Karla Dosch, MI Dr. Ivey Rutledge, AL Dr. Nicole Holownia, CA Dr. Mark Richardson, MI Dr. Oliver Villaruel, TX Dr. Terry Ogura, CA Dr. Christina Wong, CA Dr. Quho Choi, NY Dr. Chris Molinar, CA Dr. Drake Tollefson, OH Dr. Kimberly Nguyen, CA Dr. Linda Barconey, CA Dr. Robert Davis, IA Dr. Veena Ammal, TN Dr. Alfred Bassin, NY Dr. Bridget Burris, NM Dr. Myron Fishbein, NJ Dr. John Kinsley, OH Dr. Rajvinder Dulay, FL Dr. Sandy Pape, FL Dr. Sari Rosenwein, NY Dr. Cindy Bogdanoff, GA Dr. Byron Blasco, NV Dr. Edward Balling, NJ Dr. Joanne Bernard, MD Dr. Shara Miller, NY Dr. Laura Sass Meincke, IA Dr. Brian Nunley, IN Dr. Carmen Sanchez, RI Dr. Alicia Toro, FL Dr. Joyce Guanga, NC Dr. Raymond Chan, CA Dr. Michael Cummings, KY
Dr. Patrick Cheng, CA Dr. Gabriel Duncan, NC Dr. Ronald Charity, KS Dr. Rajeev Kulkarni, CT Dr. James Martin, TX Dr. Wade Phelps, TX Dr. Agnes Fuentes, VA Dr. Michael Sisk, PA Dr. Gin Goei, CA Dr. Careen Young, CA Dr. Nilesh Patel, CA Dr. Kyle Low, CA Dr. Chester Rogers, TN Dr. Charles Marks, NY Dr. Steven Oliver, OK Dr. Craig Wernette, MI Dr. Juan Gonzalez, TX Dr. Roger Sohn, CA Dr. John Kling, VA Dr. Bill Papadopoulos, MA Dr. Jonathan Gillesby, MI Dr. Matthew Cavendish, AZ Dr. Robert Knudson, WA
Dr. Chris Lauf, Australia Dr. Herbert Veisman, Canada Dr. Randi Kehler, Canada Dr. Nathan Muirhead, Canada Dr. Rana Zogby, Canada Dr. Maryna Kharkavets, Canada Dr. Howard Libstug, Canada Dr. Lloyd Pedvis, Canada Dr. Tim Rolfes, CA Dr. Taunya Jenkins, MD Dr. Deb Parks, MI Dr. Richard Gryzmolowicz, NJ Dr. Lori Logan, TX Dr. Zev Segal, NJ Dr. Cecilia Acosta Lake, CT Dr. Jancy Parkerson, TN Dr. Michael Ungerleider, CT
Dr. Meghan Stenvall, NC Dr. Bryan Rathke, TX Dr. Ciara Cook, PA Dr. Katherine Dangler, PA Dr. Aram Elovic, MA Dr. Steven Thompson, NY Dr. Jim Cruson, NV Dr. Samantha Ifill, NY Dr. Douglas Weber, CA Dr. Angel Soto, CA Dr. Gary Folkman, WA Dr. Carol Mccabe, FL Dr. James King, WA Dr. Jeffrey Miyazawa, HI Dr. Kevin Potocsky, MI Dr. Anna Chisilenco, CT Dr. Yvette Robinson, IL Dr. Kusum Atraya, CA Dr. Jessica Nguyen, MN Dr. Gordon Smith, MI Dr. Michele Dozier, MD Dr. Mark Lemonnier, MD Dr. Madalina Iorgulescu, NJ Dr. Madalyn Davidson, NY Dr. Jeff Miller, OH Dr. Raj Ghuman, CA Dr. Arminda Mendiola, CA Dr. Paul Lonquist, TX Dr. Melissa Hill, GA Dr. Maria M. Egusquiza, FL Dr. John Lynch, NJ Dr. Gordon Ediger, KS Dr. Dawn Rickert, PA Dr. Clay Sigmon, OK Dr. Joseph Fusaro, VA Dr. Rickey Crane, TX Dr. Jesse Reagin, FL Dr. Dennis Deloach, UT Dr. Steven Kacel, IL Dr. Carole Landman, IL Dr. Venssa Knight, UT Dr. Aimee Vakula-Rollins, MI
Dr. Bob Stewart, TX Dr. Kyle Lambert, MI Dr. Helene Humes, PA
Dr. Sami Latif, OH Dr. Peter Noto, IL
Dr. Barry Eisenman, NY Dr. Theresa Gardocki, WI Dr. Gary Sapienza, NJ Dr. James Mclain, CO Dr. James Karam, MI Dr. Byung Pak, NY Dr. Joseph Pinsker, NJ Dr. Trisha Le, WA Dr. Aury Arroyo Lourenco, CA
Dr. Elena Kurz, GA Dr. John Cude, TX
Dr. William Midkiff, VA Dr. Corey Walther, IL Dr. Kenneth Finn, CT Dr. Michelle Story, KY Dr. Steven Feit, FL Dr. Kathy Curtis, WA Dr. Gregory Louie, CA Dr. Paul Sheils, MN Dr. Melanie Gordon, PA Dr. Jim Donley, MI Dr. David Spilkia, PA Dr. Bilyana McLeod, CA Dr. Edgar Alb, NJ Dr. Thomas Thalody, CT
Dr. Timothy Toman, FL Dr. Joseph Vaughan, WV Dr. Jorge Torrejon, FL Dr. Steve Ballis, IL Dr. Charles Woyda, CO Dr. Mike Rockwell, UT Dr. Mark Lamb, MI Dr. Ronald Goers, IL Dr. Stephen Petras, IL Dr. Michael Murray, CT Dr. Frank Aiello, PA
Dr. Marc Johnson, PA Dr. Scott Pirochta, MI Dr. Nicole Ford, MA
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About 50 million people in the U.S. fear going to the dentist. As dental professionals, we know we can deliver care comfortably, but that doesn’t stop patients with dental anxiety from avoiding regular dental care altogether. There could be upward of 50 million people just in the U.S. who are missing out on crucial health care. Add to that all the other countries in which we have Gems Family, and that number is in the hundreds of millions! If you think your office is equipped to treat these patients, then you may want to consider what you have to offer. Do you think you could offer these patients a comfortable seat and ease their fears? You could try … but chances are they will be running out the door the minute they hear the suction pump! But that fear doesn’t diminish their need for dental care. That fear is only driving them away from the thing they may need the most. And they may be in more pain than they’re willing to admit. Those are patients YOU can help … but you’re not going to get them into the door by promising good work. You need to appeal to their heart and their fears and take your dental care to the next level — to their level. You need to address their fear AND help them shift their mindset until they wonder why they ever feared the dentist in the first place! There’s no sleight of hand involved in maximizing your patient load by addressing those who fear the dentist. Instead, you just need to add three services to your offerings
to make your practice THE practice those with dental anxieties trust. And adding these services is easy. You don’t even need additional anesthesiology training! During these uncertain times with COVID-19, there is no better time than today to introduce these services, refine them for your practice, and begin reaching out to those who may be in desperate need of care. Now’s the time to tweak your practice so it suits many patients’ diverse needs.
general patient scope. In fact, he’s been known to take on patients with whom other dentists struggle. While Dr. Mahoney’s knowledge and training certainly make him one of the world’s foremost experts on treating dental patients under special circumstances, his TOP THREE services for making anxious patients feel comfortable in the dental chair require little to no additional anesthesiology training. YOU can start these services ASAP and get more patients in the door than you can handle by becoming your region’s local expert on treating patients with unique circumstances or fear.
THE MASTER BEHIND THESE SERVICES
Before we highlight these three techniques, it’s important that you understand what makes them so powerful and why you should be adding these to your practice ASAP. Allow me to introduce Gems Family Member Dr. Kevin Mahoney. Dr. Mahoney is a dentist. He is also a board- certified anesthesiologist, a Diplomat of the National Board of Anesthesiology, and a Fellow of the American Dental Society of Anesthesiology. He teaches at the State University of New York (SUNY) at Stony Brook University Hospital. His practice and expertise go beyond the traditional scope of anesthesiology and conscious sedation. Dr. Mahoney and his team care for children, medically and mentally compromised patients, those with dental anxieties, those with dementia, and many, many others. His specialty is focused on patients who traditionally fall out of the
Here’s how Dr. Mahoney does it.
STEP 1: FIRST CLASS, NORDSTROM-LEVEL CUSTOMER SERVICE
The biggest step in making your patients feel comfortable walking into your dental practice and receiving dental care is to ensure your practice is a place people with anxiety and fear want to be. This is the FIRST thing you must master before you can begin offering this level of care to your patients. You need to offer a service that muffles the voice in their head telling them to run. Your customer service needs to reach Nordstrom’s level.
Where did this “Nordstrom-level” service come from? Well, legend has it that in 1975,
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a woman in her 70s drove up to the tire shop where she had purchased snow tires a year or so before. She knew only the location and didn’t realize that the tire shop had been replaced by a Nordstrom. The woman said she wanted a refund for the tires. Despite the fact that Nordstrom doesn’t sell tires, the Nordstrom service representative accepted the snow tires and fully refunded the woman the price of the tires! People still talk about that act of customer service to this day, making it one of THE most valuable decisions Nordstrom has ever made. Think about it ... The woman probably told locals about Nordstrom accepting her tires. People had to be impressed; they’re still impressed! They likely remained loyal Nordstrom shoppers for years, praising the customer service and attention to detail in the store. (Keep this power of “word-of-mouth” referrals in mind as you keep reading.)
And that brings us to step No. 2.
powerful. If they are still feeling anxious when they get to the office, then offer them 0.125–0.25 milligrams more. Unless you have advanced training, this should be the limit you offer patients. By communicating with your patient, you can gauge their level of anxiety. These patients will be able to converse with you and share their feelings. This is a key step in this process because if you lose verbal communication with a patient, then you have gone too far in taking the edge off their anxiety. Instead, you have a bigger concern with their airway and other possible issues. Due to the benzodiazepine, the patient will be unable to swallow and their mouth will likely try to close on its own as well. You can aid in this by propping the mouth open, which will take away the protective reflex that causes the mouth to close. A throat pack and oral suctioning in the back of the pharynx will prevent choking. This strain can be painful for patients as they come out of the fog and recover from their procedure, and that’s what leads us to our third step.
STEP 2: USE ORAL BENZODIAZEPINES
EDITOR’S NOTE: Before offering any level of sedation to your patients, be sure you fully understand and are in compliance with your state board’s regulations and that you have met all educational and safety requirements. Dr. Mahoney’s recommendations are only to raise your awareness of the possibilities and are not a substitute for appropriate sedation continuing education. In addition, prior to introducing sedation to your practice, consult with your attorney and inform your malpractice carrier that you are offering sedation. Regardless of how careful or gentle you are, the entire process at the dental office is going to feel like one long horror show for someone who has dental anxiety or is not in a mental state to understand common dental practices. That’s where the use of oral benzodiazepines comes into play.
Now, imagine if you could offer that same quality in your dental practice?
According to Dr. Mahoney, it’s more than possible, especially when treating those with dental anxieties. From the minute your patient walks through the door, approach them with empathy, compassion, and kindness. Ask if there’s anything at all you can do to make them comfortable. Immediately walk them back to their chair while continuing to offer the highest level of white-glove VIP care that you can. Once they are in the chair, offer them a down pillow, a comforter, or other cozy item (with appropriate disposable or washable cover) that will diminish the harsh, sterile environment of a dental room. You may pride yourself on the comfort in your dental chair, but all someone with dental anxiety notices are the sharp tools and loud machines. Go that extra mile to ensure they are comfortable. Finally, turn the lights down, play soft music, and continue talking to them. Do not let their mind wander to what could happen or to get lost in their fears. In addition, if they have already taken an oral benzodiazepine, they will need you and your team to continue talking to them so you can monitor their level of consciousness and dosage.
"This isn’t a vacation; it’s an opportunity! You cannot stick your head in the sand and wait for this rain cloud to pass. Get to work ON your business so you have a business to return to when this does end."
STEP 3: FIRST-CLASS POSTOPERATIVE RECOVERY
You want to make sure your phobic patient’s care exceeds even the best care you have ever offered. After their procedure, continue this level of care. Dr. Mahoney recommends offering your patient something to drink to soothe the mouth after it’s been open for a long period of time. Massaging the masseter muscle can also be a powerful relaxant as it soothes the patient and the sore muscles that had to be propped open. Congratulate them on completing the procedure and let them know they did a great job. This boosts the confidence they need to continue seeking dental care and reminds them that they played an active role in their own care by taking this very big step. Continue this level of comfort all the way to the door to ensure they return and tell others about the fantastic work you do. Remember,
You want to bring your patient to a state where they feel comfortable with you and your staff. Those fears may still be there, but the benzodiazepines can muffle the noise that anxiety is causing in their mind. It brings them to a level of general comfort, making your actions and care measures that much more effective. Provide your patient with 0.25 milligrams of triazolam about an hour before their appointment. (They will need someone to drive them to the appointment.) This will relax them, making the soothing, comforting patient service you offer when they walk through the door all that much more
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Gems Inside
p.5. Welcome New Members
p.1. The Deepest Recession of Our Lives: Part 2
p.6. Recently Unearthed on Planet Gems
p.4. Happening on Planet Gems
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you can’t approach their need for care with logic or dental facts. Telling them the basics of the procedure will do little to ease their fears and make them trust you. You need to speak to their heart to ensure they are comfortable with you from beginning to end.
That’s the most powerful way to build trust with these patients.
THE POWER OF NEXT-LEVEL CARE
Once you and your team have perfected treatment of anxious patients, it’s time to spread the word in your community.
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ADVERTISING: Start by choosing your advertising strategy. No one will come searching for anxiety-reducing dental care unless they know this is what you can offer. Consistency is key when it comes to advertising. Stick with regular newspaper advertisements, billboard promotions, or television advertisements. Don’t panic when it doesn’t work after a few weeks. You may have to keep plugging away at it. You can change the look and the feel, but don’t ever change the tagline. Make sure patients can recognize what you are known for and what you have to offer them when it comes to specialty dentistry. TESTIMONIALS: Next, look to those patients you have already treated to be the promoters of what you have to offer. Dr. Mahoney and his team get
testimonials from nearly every anxious patient they treat. When a new patient who is nervous about even considering treatment sees the hundreds of testimonials from happy, no-longer- anxious patients, their fears are eased. Those words can be life-changing. REFERRALS: Testimonials are powerful, but referrals are almost guaranteed to help you win over more new patients than you can handle! Your patients’
word of approval unprompted from you is THE BIGGEST factor that will drive more new patients to your door. Encourage your patients to tell others about your services, and when they do, express your appreciation. Continue giving them reasons to associate your practice with comfort and familiarity, and they won’t stop singing your praises. To learn more about how you can offer anxiety-free services to your patients to get more new patients than you can handle, ask your Personal Concierge. If you want to increase your new patient flow and create a more comforting experience for your patients today, then go to InsidersCircle. com g SITE MAP g GEMS INSIDERS’ CIRCLE WEBINARS g 041 MAHONEY MORE PATIENTS THAN YOU CAN HANDLE.
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"You need to appeal to their heart and their fears and take your dental care to the next level — to their level."
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