Page 13 - The Dental Entrepreneur

The Dental Entrepreneur

What they are seeking is value. So lets look at what the healthcare consumer values today.

•. People friendly hours

• Payment options
• Multiple services in one location
• Appointments on time
• Money back guarantee
• Personalized care

• Comfort options such as sedation
• Trained professional staff and modern up to date office

So Sam Walton’s dental dialog might go something like this. NEVER nickel and dime your
patients. Apologize and make up for every mistake regardless of who is at fault. Never run
significantly late and if you do, compensate your patient with a gift card. Never get into a
dispute with a patient. Repeat after me 5 times. The customer is always right. Patients are far
too valuable and dentistry much too profitable to let a small dispute undermine your
relationships. EVERYTHING must come with a full money back guarantee for whatever
reason. You can do this because dentistry is a high percentage game and 99% of the work that
you do will work out to your patients full satisfaction. Don’t let an unhappy denture patient
disrupt your life, stomach lining and coronary arteries. Write a full refund check regardless of
the lab fee and help him find another dental “home”. Do not overlook the all important
telephone protocol. Dentists spend thousands in marketing only to have the person answering
the phone be totally clueless as to their vital role in their practice. When a new patient calls
your office and has an emergency of some kind, don’t answer the phone like 99% of your
competitors and say, “do you have insurance?” Instead respond by saying “How soon can you
get here, can you come right now. The first approach clearly states that your intentions are
about money and the second makes a powerful statement as to the level of concern you have
about your patients. To really seal the deal, if you work a patient in for a short emergency
appointment and do some type of palliative treatment and set them up later for treatment,
Don’t charge for that short initial visit. It will give an overwhelming impression of your office and

the result is quite predictable.

They always come back for treatment
They always become loyal regular patients
They always refer their family and friends to you.

And over time, you will gain their trust which will enable you to bring their mouth to optimal
health.

This is what I have coined the AWESOME DENTAL EXPERIENCE and you are now the
author.

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