Pacific Coast Society of Orthodontists Bulletin Winter 2017 - 63
Presentation Summary
4. Scheduling the New Patient Exam
Sweet Spot + Kept Appointments + 95% Goal
6. Building the Passion
The Little Things Create the Iconic Experience
Get prospective patients in as quickly as possible.
The sweet spot is an appointment within three
to five days after the initial phone call; no more
than two weeks.
Meet and greet: Ms. Peniche stressed the importance of greeting and seating your patients. You
have to walk up to the patient, greet him or her,
and give a tour of the practice. Introduce the new
patient to other staff; don't just describe your
equipment.
Offer a discount for a mid-morning appointment.
If you can only schedule an appointment more
than two weeks out, there's a much greater
chance of the patient cancelling. Offering the discount is worth it to keep the schedule full. The
scheduling department should have monthly
goals (as should other departments).
You can also, if necessary, schedule a virtual
exam. If done well and done right, it can be useful.
5. Eyes on the Prize
The Concierge + Reception Room
You've worked so hard on your marketing in order
to attract people to your practice. Once they are
there, a great first impression builds confidence.
Your reception room needs to be clean and tidy
and impart a cutting-edge feel. Validate that
prospective clients have made the right choice.
Provide a charging station; it's not expensive to
do. It's also important to educate, inspire, and celebrate. LeeAnn recommends having four contests
a year. All staff members should talk up the contests to build excitement. Create a unique experience in your reception room- patients and their
families will love it. Make it memorable and
engaging.
Winter 2017 PCSO Bulletin
Administrative & Clinical Staff
Connect and communicate: Take a picture in the
clinic and text it to the parent. It's easy to do, and
it builds connection. Also, send notes and cards
with the photo on them.
Celebrate: Braces are a rite of passage for children and a milestone for parents. When debanding, do more than give candy and take a picture.
Can you do better? Yes! Really celebrate! Have the
staff and doctor line up in the hall and do a highfive while the patient walks between them. It's
fun and helps build that passion. Make it work.
7. The New Patient Exam
Are you at yes?
We are all busy these days. Once a patient
decides that his/her orthodontic treatment is
a "go," make sure you have time in the schedule
to offer a same-day start (SDS). At your morning
meeting, take a look at the schedule to choose
some good candidates for SDS. If the paperwork
can be completed, work to get them that sameday start. A patient who schedules a starting
appointment but doesn't sign a contract or get
their braces bonded is less likely to follow
through. Work to make same-day starts the norm
in your practice.
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