Have you ever thought about the hidden messages you send to your patients?
I am talking about the WRONG hidden messages.
I know your intention is NEVER to do the wrong thing by your patients, but it is happening more than you realise.
One of these wrong messages is the message you give by having a Cancellation Policy.
The Cancellation Policy that you share with both your new and existing patients.
The Cancellation Policy that more than often offends many people and pushes potential patients away.
Sadly, you believe you are doing the right thing by filtering out those pesky patients that cancel all the time.
Cancelling an appointment is a negative action that affects the patient’s oral care, other patient’s appointments and your appointment scheduling.
Now this is the scary part:
Outlining the Cancellation Policy to a New Patient when they make an appointment, is indirectly telling your patient that you believe they are going to cancel their appointments.
What if they were never going to cancel or change any of their appointments because they understand the importance of keeping them?
Your Practice Cancellation Policy should be what you give your team, not your patients.
If your team know how to correctly set up and make appointments so that patients are fully committed and ready, then the likelihood of any cancellations is very close to zero.
If your team know how to handle cancellation calls correctly, if and when they do happen, the cancellations will be reduced dramatically.
Try calling the “Cancellation Policy” your Cancellation Team Guidelines”.
The Cancellation Team Guidelines are created and followed by the team for the patients rather than followed by the patients for the team.
Your mission is to prevent and handle any cancellations.
Keep in mind that most patients do keep their appointments and only a few will cancel.
Once your team are highly skilled at preventing cancellations and know how to handle the cancellation calls, you will soon realise how unnecessary and insulting a cancellation policy is to your patients.
Start the relationship with a New Patient in a positive way.
Presume a New Patient is about to make an appointment, be fully committed to their appointment, keep their appointment and make their next appointment, and they will.
So instead of focusing on educating your patients on your cancellation policy, educate your team on how to prevent patients cancelling, how to set up the appointment correctly when they make it with the patient, educate the patients to see the urgency and importance of their treatment so they are committed and ready for the appointment.
What exactly is going on on your Dental Practice Phones?
Call Tracking Excellence is a RESULT, not a product.
Call Tracking Excellence is More Patients MAKING appointments.
Call Tracking Excellence is More Patients KEEPING appointments.
If you are interested in my Call Tracking Service or have any questions please call 1300 378 044 or email firstname.lastname@example.org. Stop missing out on making appointments.
MASTER CLASS TOUR 2019
How To Turn Every Dental Phone Call Into A Valued and Kept Appointment- “Dental Phone Excellence is a simple to implement complete Phone Answering system that works.
Canberra Master Class- Friday 3rd May 2019.
Brisbane Master Class- Friday 10th May 2019
Perth Master Class– Friday 21st June 2019
Auckland Master Class- Saturday 29th June 2019
Hobart Master Class- Friday 12th July 2019
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BOOK your tickets today!
Dental Phone Excellence Webinars
“The FIVE KEY SECRETS You Need To Know To Guarantee SUCCESS For Your Dental Practice Into 2019 And Beyond……”
Link coming soon!
With Jayne Bandy and Dr. David Moffet
Wednesday 15th May 2019
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.
If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..