Some dentists seem to believe that as soon as they open their doors, patients are going to start scheduling appointments.
As if these dentists are ENTITLED to patients.
Potential patients don’t care about you. They don’t care about helping you get more freedom. They don’t care about helping you get more financial stability. They don’t care about helping you sell or franchise your practice.
Those are the things YOU want.
Here are 3 things PATIENTS want:
- They want a dentist who solves their problems.
Not somebody who is using them to solve their problem, which is a lack of enough income. We call these problems “pain points,” and we emphasize them on all of our clients’ websites. We talk right to the patient about his or her problems and how our clients can deliver solutions.
- They want a dentist who will prescribe the best clinical solutions.
Not somebody trying to upsell additional products. Dentists prescribing treatments patients didn’t need was the number one complaint among patients who gave negative Yelp reviews.
- They want a dentist who gives them time to consider their options, which can be a pretty big expense and an even bigger life event.
Not someone who will pressure them with limited-time and decide-now-or-it-goes-away offers. If you can give that 15 percent discount today, you can give it when someone calls you next week.
It is unfair to tell someone they need major dental reconstruction, teeth pulled, surgery, etc., and then ask them to make a snap judgment on whether they want it.
And that’s to say nothing of spending 10, 15 or 20 thousand dollars.
Sure, every sales method tells you that you lose a big percentage of customers if they walk out the door without buying or committing to buy. But you’ll get more case acceptance and less buyer’s remorse (and fewer Yelp complaints) if you don’t pressure patients into buying.
It’s not that complicated: patients want the same things from you that you want from a medical professional you consult. You want someone focused on what you need; who offers solutions to your problems but doesn’t unnecessarily try to upsell you; and someone who won’t pressure you into snap decisions.
Patients want caring, expertise, and consideration, in that order.
The dentists who succeed have a “patient first” attitude. That’s because they know that patients aren’t there for dentists; dentists are there for their for patients. The dentists who lose sight of that ultimately fail.
And it’s not only the dentists, in many cases; the “you owe us” mentality can also infect your staff. In fact, if that’s your attitude, it’s almost certain that many of your staff treat patients the same way.
Without a patient-first attitude, your practice stands to lose new patients after the first appointment. Even worse, you can wind up losing regular patients who are fed up with the attitude they encounter. And with those patients goes any chance of referrals, further driving down your patient load.
Patients owe you nothing; you owe them caring, expertise, and consideration.