Retention is the KEY!

Most dentists, when pressed, can tell you how many new patients their practices attract each month. In fact, many dentists judge the success of their marketing efforts by this number.

While it is terrific to attract new families to our offices, the success of your practice is even more dependent on the number of patients you retain each month. Most offices do not keep track of the number of patients they lose each month. It is more fun to watch the inflow than to score the outflow.

I know offices that spend a great deal of money on marketing for new patients and spend no time or money on retaining the patients they already have. I have found that a lot of practices that attract a large number of new patients are actually operating at a net monthly loss of patients – they lose more than they attract. In fact – they are paying good money to have fewer patients each month.

The most effective, fun and natural form of practice marketing is patient retention. Quality patient follow up and appreciation can not only help you retain the patients you have but your current patients are your best and least expensive source for getting new patients. YES – the best way to get new patients is to keep your current patients happy.

In future posts we will discuss effective patient follow up and appreciation strategies that your practice can incorporate into your regular operating procedures. Good patient retention is an entire staff process that does not happen by accident – it is a carefully executed plan. Your entire staff should understand your patient retention plan and know their responsibilities in this critical business activity.

If you want to improve the number of patients your office sees each year, start with closing your back door first. Patient retention is the least expensive and simplest form of practice building you can do.

Dr. Corey Gold
President - Advanced Continuing Education Systems
www.aces4ce.com

Leading by Deligating

One of the biggest mistakes made by dental CEOs is that they tend to micromanage their office staffs. They believe to be in control of their practice that they must be part of every aspect of their practice at all times. They want to make all of the decisions on every aspect of their practice. Not only is this management style counterproductive but it is also exhausting.

The best management style on every level is to hire talented people, share with them what you want them to do and then let them do it!

In no way am I saying that you are not going to be coaching your staff as they need guidance or corrections but you must empower your staff to make decisions within the scope of their job description. Talented and mature staff want to know what you expect of them and then to be trusted to do their job.

Avoid the common management mistake of only correcting your staff when they make errors – while this is important – you must also look to praise your staff for doing what you entrusted them to do. Praise goes further than criticism.

The most effective management style is to create an office of talented and responsible staff members who manage their areas of responsibility. Great staffs are full of members that respect each other and encourage each other to do their very best.

You are free to concentrate on your patient’s dental care when you know that your staff is professionally handling the other aspects of the office’s needs. Also, as the CEO of your practice, you are free to pick aspects that you want to control as your assigned areas. I liked to keep marketing, internet presence and continuing education as my areas of responsibility (aside from being in charge of the dental care).

Dr. Corey Gold
President - Advanced Continuing Education Systems
www.aces4ce.com