Part II: Dr. Mark Costes’ Practice Growth Bootcamp – Patient Retention

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Quotes & Notes:

• One of the biggest mistakes I see dental offices make, is they will get all excited, maybe they read and article or maybe they pick up my book or a similar book about dental marketing or how to entice people to call your office and then they forget to even tell the staff that they are sending out these beautiful new ads or all of the offers that they are putting out.
• A big disconnect is that you need to get the staff on board.
• Rapport begins with the first time they pick up that phone.
• Keep it simple, maybe one or two offers at a time.
• Try to make sure there is a certain flow when they [receptionists] use when they answer the phone.
• Firsts things first, you have to make sure the person answer the phone is the right type of person.
• If you can’t get them to be a pleasant person on the phone then they might be sitting in the wrong chair.  I am not necessarily saying that you have to let them go.

Know everything that is happening as far as your marketing.

• Categorize the call right from the beginning.
• The new patient takes precedence over everything else that goes on.
• Google call tracking.
• You can help your team just by letting them listen to themselves and they can be self critical.
• Any dead space is the opportunity to build more rapport.
• If you send a packet in the mail, with testimonials of 30 to 40 happy patients, that is pre-framing trust and that will decrease a lot of barriers before the patients walk in.
• When they walk into the office for the very first time, its so huge that you guys have a culture in place, in the Ritz Carlton they have the 5/10 rule.
• Any chance we get to dig into peoples personal life, we take it.
• We have 3,000 active patients at our office and 9,000 charts on the wall, so there is no way that we are going to remember the bits and pieces about each and every person. But our little prompt makes everything a lot easier.
• We have an offsite assistant, and this offsite assistant is in charge of our birthday card program. So what we do is we have a customized birthday card that each person signs in a different color ink.  We have a relationship with the restaurant across the street, and that restaurant will give a free dessert to each and every person that comes in with this card.
• I think there is a time and a place when it comes to digital. I think there is a time and a place for each different type of media and I think it comes down to tracking what is more effective by doing certain types of surveys.
• Be sure to check out the dental success summit, which takes place on March 20^th and 21^st in Scottsdale Arizona at the the Scottsdale Resort, if you want to hear more from Dr. Mark Costes. 

The website is dentalsuccesssummit.com. Any questions, then email them to [email protected].

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