The Dental MeTaMorphosis - The Profitable Dentist

PUzzLE PIECE
“Don’t Forget
Your promises”
by Dr. Woody Oakes
Dental patients are very similar to customers in other types of businesses. Twenty
percent of them provide you with 80% of your business and another 20% provide
80% of the problems.
The best defense for these potential troublemakers is a good offense. By that I mean
if something goes wrong, or you’ve promised something that’s not going to happen
on schedule… communicate with them.
Here’s an example: One time we did alot of crowns in one month. In fact, as I
recall, it was over 100 units. All of these people were
pre-scheduled for the deliveries, but here’s what happened.
Our C&B laboratory moved into a new building that month and
everything that could go wrong went wrong. We were notified
that all cases would be “delayed” at least two weeks.
We immediately put together a postcard to those folks waiting
for crowns explaining to them exactly what happened. Then,
after the bright orange cards were mailed, we also called to
see if they got the cards and apologized for the delay.
Several dentists in our town (who used the same lab) did
nothing… they had people show up at the office with NO
lab work! Talk about some upset people!
When you communicate and explain things to your
patients… most will forgive you for life’s slight
inconveniences.
Here is a card used by our
local cable company that
does the same thing:
part #187
of
the
$100,000 puzzle
remember…
CoMMUNiCaTioN is the KeY, don’t forget your promises!
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