Business of Dentistry Conference Tips

The Business of Dentistry Conference registration is now open! Last year’s conference was so successful that we have moved to a larger venue on the Las Vegas Strip and significantly expanded the course offerings for this year’s conference. Scheduled for August 8-10 at the luxurious Aria Resort and Casino in Las Vegas, the 2013 gathering will feature the dental industry’s top consultants and dental professionals and cover topics such as increasing hygiene profits, attracting and retaining committed patients, digital restorative solutions and empowering your practice with social media. Click here to see the complete agenda and course descriptions.

We hope you’ll join us in August—but in the meantime, here is a sampling of helpful tips from last year’s conference.

Creating the Ultimate Patient Experience

Amy Morgan, consultant and CEO at Pride Institute, discussed how communication skills, motivational techniques and negotiating practices can help give patients a deeper sense of commitment and loyalty to the practice. Here are her tips:

  1. Create an extended relationship with patients through online communication tools that patients can access 24/7 (such as online patient account login, digital forms, online bill pay, online appointment confirmation processes, e-newsletters and virtual birthday/holiday greetings).
  2. Use preset “we care” questions to shift the focus of your new patient’s first call from giving and receiving information and making an appointment to building a real relationship based on value and trust.
  3. Conclude every new-patient inquiry by saying, “You made the right choice calling Dr. ______. His/her patients love him/her and you will too!”
  4. Move away from the old-school medical model that uses words like exam, consult and recall, and embrace a new model that focuses on collaborative health and well-being with words like evaluation, treatment conference and recare.
  5. Ask a lot of open-ended questions to create guided co-discovery, then wait for the patient to ask you, “Is this something we need to handle now?”
  6. Employ SPIN selling when discussing treatment with patients. Start by asking situation questions, then ask, “Why is this a problem?” Follow that with implication questions that highlight the consequences if the problem persists. End with needs payoff questions that point to how the patient’s life will be better once the problem is fixed.
  7. Ask every new patient during the pre-clinical interview, “How do you sleep?”
  8. Handle any financial objections by asking, “If finances weren’t a concern for you, would there be anything else keeping you from this very necessary treatment?” Once the patient answers, say, “If we find a financial option that is as stress-free as possible, are you willing to look at options?”
  9. Make sure you have much more flexible internal financial guidelines that make your dentistry more affordable, especially if you are asking the questions in #8.
  10. Never let the patient leave with a “maybe” answer. Ask if maybe means “no, for now.” When patients have a good relationship with you and don’t want to disappoint you, they may think “no” but say “maybe”—and you might hear “yes.” To maintain the relationship, always clarify the answer.

For more information about the conference, visit the Dentrix Business of Dentistry Conference website or check us out on Facebook for occasional updates.

We hope to see you at the conference!

Author: Patty Reay
Published: 02/22/2013
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