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  • Dr Kinnar Shah
    I’m going to say it straight up.

    This is the most important strategy to know! If you don’t have a plan, you plan to fail.

    You aim for what you want. You make a game plan to achieve it and you test and measure what did work and what didn’t.

    Let’s begin with your website.

    Here’s a few reasons:
    – Your website reflects you as a business owner and PROFESSIONAL.
    – 80% – 90% of people use GOOGLE to find a local service
    – A good online presence can improve your CREDIBILITY instantly.
    – You will get MORE GUESTS coming to your internet home than your real home.
    – You will GROW your business enormously if you have a highly-optimised attractive website.
    – All your LEADS from AdWords, Google, Social Media, will come through to your website.

    I have noticed that the websites which are very poor to average get poor to average results. If you do not get your website to be great, then you’re missing out on hundreds of clients a year. Hundreds! Dentists must understand that most patients ringing your phone are coming from your website. And if you are getting 10 patients calling you per week, how many are not calling you? I see this day-in-day-out. Dentists rack their brain trying to analyse why their website isn’t pushing people to take action and call them.

    They find themselves looking at their website for hours on end. Reading explainer blogs. Making guesses on what could work next.

    There’s a super important phrase I want you to learn. It’s called Conversion Rate Optimisation.

    This is the process of improving the percentage of website visitors that make contact with your practice.
    For example: if 3% of your website traffic make contact with your business, that is your conversion rate. But imagine if you could optimise your website to be 6%, 7% ,8% or even 9%. Imagine how much more business that would bring you! How much more revenue!

    This is the essence of a good website.
    But the reality is, for a website to achieve this, you need THESE 5 THINGS:
        – Copy-writing that influences a person TO TAKE ACTION   
    – A design that makes FINDING INFORMATION EASY   
    – SEO performance that makes you APPEAR AT THE RIGHT TIME   
    – A website design the CONVERTS TRAFFIC AT A HIGHER RATE   
    – Visuals that inspire your traffic to be PART OF YOUR BRAND IDENTITY
    These factors are what causes a person to take action. This what causes your businesses to grow.This is how, after years of trial and error on my own practice website, we now see close to 220 New Patients monthly.

    Yes you read that right !!

    I always tell my clients to ask themselves these questions. If they can answer them, action them. If they can’t…find the answers ASAP. They are key to unlocking your potential.

     – What critical mistakes is my website currently making?   
    – How can I increase the amount of people calling your practice?   
    – How do I improve SEO and optimise it for my region?   
    – How do I create a better User Experience for my patients?   
    – How do I implement more influential features into my website?

    Find out who is doing it well and use their principles. Implement their principles into your practice. This isn’t rocket science, it’s a simple and proven procedure.

    My team at DigiDental are offering a free website audit where we will analyse and assess your website and provide actions on how you can improve it. Things you can do IMMEDIATELY. And start seeing more NEW PATIENTS.

    Click here to claim your FREE WEBSITE AUDIT PACKAGER: https://digidental.com.au/free-website-audit-digidental/

    Think of it this way…your website is the introduction between your practice and the outside world. Are you doing enough to make the most of it?
  • kinnarshah

     

    Did you know the average Telephone Call Conversion rate for Dental Practices is around 40-50%?

    Did you also know that most Dental Practice Owners i have spoken to don’t even know what their Telephone Call Conversion rate is because they haven’t even measured it. And it’s not their fault. They don’t have a Strategy in place. It’s a learnable skill and it’s easy to put the measuring strategy in place.

    The telephone is a primary communication link in today’s business world.

    To be ‎successful, you must be able to communicate effectively by telephone.

    The telephone ‎can be the first or only communication you have with a customer or business contact. ‎

    As a result, good telephone skills are essential at every level of an organisation.‎

    For a successful business telephone conversation, what plays a very important role is the smile. Smile has the power to attract and welcome and to offer the empathy and comfort people not only face to face, but over the phone too.

    This fact is often ignored by many team members of a business.

    You are in the people business. Not the teeth business.

    The conversion rate from phone to the chair in most dental practices is around 40%. That’s an annual statistic. I would say it’s more likely around 30 to 40%.

    Now, imagine someone wants to get some major cosmetic work done, they’re going to call a few businesses.  It’s not a small decision for them. It’s not just a filling. It’s a big investment.

    Now here’s the thing: Most dentists don’t know the conversion rate from phone to chair. Why? Because they’re not measuring it.  

    Why is the conversion rate so low? Because they’re not providing adequate training.

    As we say in the dental industry “where there’s no pain, doesn’t mean there’s no pathology.”  If there’s no pain, it doesn’t mean there’s no problem.

    There’s often a massive underlying problem. Just as we’re saying to patients, if there’s no pain doesn’t mean there’s no problem – it’s the same for us dentists.

    Why our method works:

    • Developed techniques based on practical experiences
    • Extensive research in the dental industry, other businesses and service providers and psychological and behavioural factors of people at the giving and receiving end of dental services
    • We believe that a structured telephone Technique has the power to generate more businesses.

     

    Now, here’s something every dentist need to know: 

    Nowadays, approximately 40 to 50% of phone calls coming in now are cost related. Most people are price conscious.  If you haven’t trained your team to handle these questions – then you are missing out big time!

    Remember, those customers are going to go and see a dentist. You must know how to handle all these pain points in your customers and address them effectively.

    To increase your phone conversion from 40% to 80% – you must be trained and deliberate. I have tried this strategy for over ten years, I can honestly say – if done correctly it converts 85% of the time.

    The 5 crucial steps are:

    1. Engage (build deep rapport instantly)

    2. Empathy (find out the deeper needs)

    3. Endorse (whats unique about the Dr/Practice/Technology)

    4. Encourage (payment plans and other options)

    5. Enlist (lead to booking an appointment)

    Your front team needs to be trained in each of these steps. There are specific words and statements that can help increase the call conversions to appointments. 

    If you would like to know more about how to get your team trained exceptionally well on this, please reply back to this email with subject heading: TopTelephoneTechniques and your practice details and I will send you a basic script to follow.]

    I hope this email helps you to perfect your Telephone Techniques and see more patients and hence more growth. 

  • kinnarshah

     

    What you are about to read could very well double your patient referrals, build raving fans and make your practice the talk of your town. 

    That’s what delivering the highest level of Customer Experience can do.

    Customer Experience has the capacity to make or break a dental practice.

    It is quite possible that you have an excellent and competent dental clinic with well-intentioned staff but still face a challenge in bringing in clients because of the subpar customer experience.

    There are several factors like a long wait, feeling ignored, being rushed around, no proper sitting area/arrangement or not welcomed properly can live a sour feeling for the customers.

    Here’s a few facts about Customer Experience:

    1. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back (switch to a competitor). – 1st Financial Training Services
    2. 55% of customers would pay extra to guarantee a better service – Defaqto research.
    3. The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.
    4. Attracting a new customer is 7 times more expensive than retaining a current one. – Bain&Company
    5. 70% of buying experiences are based on how the customer feels they are being treated. – McKinsey

    But what is the difference between Customer Service and Customer Experience?

    Customer Service means to give advice and assistance to your customers, it is in direct contact with the customer and its main goal is to increase customer Satisfaction. Customer Experience on the other side is the ENTIRE journey of the Customer with you, from the moment they click on the website until the moment they leave your practice.

    Customer Service is the contact between your team and the customer. Customer Service does not include Customer Experience, BUT Customer Experience very much includes Customer Service.

    Why do we need to give a great customer experience?

    • Patients come to know you, like you and trust you.
    • Patients give great reviews and referral about you and your company marketing it for you.
    • They tend to become loyal to your services.
    • So you create a friendly work place in which the main focus is to help your community.
    Amazon Bestseller 
    To read about how to Grow your Dream Dental Practice above and beyond what you thought possible, buy my Book and get started today!
    • Developed techniques based on practical experiences
    • Extensive research in the dental industry, other businesses and service providers and psychological and behavioural factors of people at the giving and receiving end of dental services
    • We believe that a structured telephone Technique has the power to generate more businesses.

     

    There are 7 Secrets I teach as part of coaching.

    Here is one:

    1. Offer a wet Towel

    Ever been on a plane or in a restaurant and they offer you a nice fresh warm wet towel? It’s refreshing and feels lovely. You know the classy type you get from airlines and high-class restaurants.

    Imagine you’ve got a cleaning done or a filling done. You feel better when you can freshen yourself up, wipe your face and hands in a lovely warm towel.

    As a BONUS i also wanted to share with you, how to handle disgruntled patients because we all have them from time to time. This L.A.S.T Strategy has helped me transition the mindset of a patient from an unhappy one to a positive one.

    I hope those were valuable insights of how to make a 7 star Customer Experience the standard at your dental practice.

     

  • kinnarshah

     

    Lets be honest to each other here, your team can do an immaculate job, your marketing can be on point, your practice can look like a million dollar practice, but if you, the person of authority, the person that all this is build around, can not convince the patient that you are the best option, all the previous points fail.

    So far you are probably comfortable enough, to empower a patient that needs a filling but it’s the high end cases that take real confidence.

    To convince Mrs. Jones she needs a filling and spend $250 but 6-8 veneers, $10,000-$15,000 is an entirely different ball game.

    So how do you convert those medium to high end cases?

    I developed a strategy over many years of experience that, if implemented correctly, will make you the master of Case Conversion/Acceptance in your area and exponentially grow the income of your practice. GPS stands for Great Profit Strategy and that is exactly what it is about. Maximise your profit by seeing less patients but convert more medium to high-end cases.

    The best strategy of becoming a master case converter, has 4 main Parts:

               1. Engage

    2. Gathering Intelligence

    3. Demonstrate and Display

    4. Convert and Close

    You need to understand that sometimes the last place on earth a patient wants to be is at your practice. If they don’t like or trust you – you’re history.

    And not just you – but your team. Reputation is everything.

    And to excel at your dental practice, you must master the 4-step process if you want to exponentially grow your practice. 

    So today I am going to share the first part of the strategy with you.

    ENGAGE

    State

    There are two attitudes you must adopt to get where you need to go. These are my go-to attitude boosters. They are:

    1. Your state dictates your fate.
    2. Your energy introduces you before you even speak.
    Getting into a peak state and being filled with positive energy is crucial

    before walking in for a consultation.

    Style

    First impressions matter. Over 70% of your patients have a visual dominant sensory perception. How you show up, how you present yourself, what you wear – all matters when converting medium to high-end cases. Take an inventory on this. My specific advice during these current times is not to show up wearing tunics or gowns. Rather dress smart.

    Smile

    We all know the power of a smile. I see too many dentists introduce themselves with low energy or even low enthusiasm. Great posture and a killer super smile is a prerequisite for building faster rapport.

  • kinnarshah

     

    The Treatment Coordination Stage is a very delicate one. I am sure all of us have experienced a client that confidently agrees to a treatment with you in the Consultation room only to change his mind 10 minutes later when your front team wants to book him in.

    As treatment coordination I define the CRUCIAL moment in which your patient exits the consultation with you and is now convinced that you are the right choice.

    This is when you hand him/her over to your team, which cannot afford any slip ups at this stage.

    The main reason why this step is so important is because you can have done everything perfectly, but if the patients has doubts once he/she leaves the room that can easily mean the loss of that case for you.

     

    First 5 Steps of Successful Treatment Coordination are:

        – The Takeover

    – Ask Questions

    – Treatment Plan and Fee Structure

    – Using the SET Strategy to take a % Deposit

    – How many appointments are needed in total and how long is each appointment?

    – Consent Forms

    Your Team needs to be trained to perfection to master a successful Handover from the Dentist to the Front Team. 

    It also needs to be able and confident to answer questions the patient might still have and didn’t ask the Dentist. It should make the patient feel at ease and confident even with sensitive topics like the financial situation and the different options YOUR practice provides.

    Particularly big cases need sometimes 3-4 appointments and it is essential that the patient knows what he is committing to. With the right attitude and wording, those long treatment plans aren’t intimidating and much more sound like an adventure to a happier and healthier future.

    Lastly I would like to mention how important consent forms for EVERY SINGLE treatment are. We have consent form the smallest procedures to stay protected and inform about possible risks. This needs to be brought up in the treatment coordination stage as well. 

    These little tips and tricks might not include huge changes in the strategy you have in place atm, but they make all the difference. In our practice, once a patient is converted by the dentist, 95% of the time he follows through and leaves a deposit.

    The devil is in the details guys!

     

  • kinnarshah

     

    Now let me ask you a question… do you believe someone has your absolute best interest at heart if you have just one single interaction with them?

    Not really right? Studies have shown it takes about 7 interactions nowadays to make a lasting impression on someone, imagine how many it take to wow them..

    What I’m saying is you need to follow-up and check in on your clients. Care about them. Show them you are interested. Ask them how they are, check if they’re happy.

    Follow up allows you to monitor your clients’ health, which is what you do, right?

    It helps you reinforce any important knowledge and/or action plans. It helps engage and schedule any future appointments.

    It helps show them that you care. It helps with referrals. It helps with building your business.

    You can’t expect return clients if you don’t follow through. Period.

    I often tell my fellow Dentapreneurs that the fortune is in the follow-up.

    People in business often avoid following up because they don’t want to be a nuisance or be seen as pushy.

    And no one wants to appear like a desperate and dodgy salesperson. We’ve all been trapped by pushy salespeople – and no one I know likes it.

    But following up actually does the opposite of that: it makes you appear more professional and considerate.

     

     

    The 5 things you MUST follow up

    1. Telephone calls that were not converted to customers

    2. Treatment plans not converted to customers

    3. Reviews promised but not completed

    4. Follow ups after clinical treatments

    5. Follow up on important milestones of patients

    Now, before you start ringing all your clients or start calling up all those missed appointments or enquiries from the past 12 months – just know that around 63% of people who have requested information about your company may not make a buying decision for at least three months, and a further 20% often take more than 12 months to make a buying decision.

    Let me ask you this, how many opportunities for new clients are there already in your practice?

    How many people have you not followed up? These aren’t people that have ‘rejected’ you or one of your team, they are people that can tell you why they didn’t choose you, or why they didn’t attend their appointment or why they didn’t complete their treatment plan.

    This type of feedback is gold! It gives you the chance to rectify the situation, to offer them a return visit, to find out the reason behind their behaviour.

    It gives you the chance to understand clients’ objections and seek to resolve them sooner.

    Don’t be afraid to build a relationship.

    If they are celebrating a birthday or they have just had a new baby, keep in touch and see them as a lifelong patient – not just a one-time visitor.

    These are people you are honoured to look after, so take them into your life and value them.

    I truly encourage you to read my book, for the link click HERE

     

     

  • kinnarshah

     

    A trusted referral is the holy grail of advertising – Mark Zuckerberg

    Yes, a trusted referral is the Holy Grail.

    You didn’t even market yourself, someone did it all for you. That’s priceless. Word of mouth is still one of the leading sources of business for small businesses.

    When a customer is ready to see a dentist, they often start by asking family members or friends who they go.

    Alternately, they may have heard someone talking about their amazing dentists who gave them a new smile.

    Nowadays many people go online and look for ratings, reviews and comments posted on social media pages or google reviews.

    As a small business owner, you probably realise that those personal reviews, testimonials and any raving reviews are gold for your business. They help you acquire customers without marketing.

     

    If you still think reviews aren’t a massive part of our business, check out these incredible statistics from BrightLocal.com.

    • 86% of consumers read reviews for local businesses (including 95% of people aged 18-34)
    • Consumers read an average of 10 online reviews before feeling able to trust a local business
    • 57% of consumers will only use a business if it has 4 or more stars
    • 80% of 18-34 year olds have written online reviews – compared to just 41% of consumers over 55
    • 91% of 18-34 year – old consumers trust online reviews as much as personal recommendations
    • 89% of consumers read businesses’ responses to reviews.

    Now, before you start ringing all your clients or start calling up all those missed appointments or enquiries from the past 12 months – just know that around 63% of people who have requested information about your company may not make a buying decision for at least three months, and a further 20% often take more than 12 months to make a buying decision.

    Let me ask you this, how many opportunities for new clients are there already in your practice?

    How many people have you not followed up? These aren’t people that have ‘rejected’ you or one of your team, they are people that can tell you why they didn’t choose you, or why they didn’t attend their appointment or why they didn’t complete their treatment plan.

    This type of feedback is gold! It gives you the chance to rectify the situation, to offer them a return visit, to find out the reason behind their behaviour.

    It gives you the chance to understand clients’ objections and seek to resolve them sooner.

    Don’t be afraid to build a relationship.

    If they are celebrating a birthday or they have just had a new baby, keep in touch and see them as a lifelong patient – not just a one-time visitor.

    These are people you are honoured to look after, so take them into your life and value them.

    I truly encourage you to read my book, for the link click HERE

     

     

  • kinnarshah

     

    Dental recare is the strategy or process a dental practice uses to schedule follow-up appointments for continued care.

    So what is a good recare Strategy?

    As soon as someone enters the practice as a new patient for possibly an emergency, the doctor should discuss the importance of a follow-up hygiene appointment. This is a step that is often overlooked.

    Also pre-appointing in hygiene makes life much easier on the entire team. It should be noted that consistent reminders help patients remember their appointments that were scheduled six-months ago.

     

    So why is recare so critical to your success

    #1. It’s a good way to make sure your schedule is full and productive thanks to returning patients.

    #2. Patients tend to delay diagnosed treatment. An appointment with the hygienist gives them valuable time with the doctor to discuss why the treatment is necessary and shouldn’t be delayed any further.

    #3. You keep being on the patients’ radar thanks to regular check-ups which retains them from going somewhere else.

     

    It’s important to be flexible and allow for multiple ways to communicate. Research has indicated that using different channels of communication can boost the effectiveness of dental recall a staggering 85%.

    Use their preferred methods of communication – not the one your business uses. Think of them first.

    After the whole treatment is finished, the patient needs to be integrated into the existing recare strategy. This is a big challenge since for the patient the treatment is now finished and many patients don’t find the value in following up every 6 months.

    A great way to do that is to explain the benefits of pre-appointing. Let them know that your hygienist schedule fills up quickly and if they postpone you might struggle to book them in at a later point.

    As a BONUS I would like to give to Dos and Don’t to consider for an effective Recare Strategy:

    DOs: 1. Schedule their next appointment before they leave your practice

              2. Give them a reminder text or call before their next appointment 

    DON’Ts: 1. Don’t bombard them with over the top reminders

                   2. Don’t give up if you don’t hear from them or they cancel an appointment 

    I truly encourage you to read my book, for the link click HERE 

     

  • kinnarshah

     

    Many dentists think that branding is their company name and logo. But I want to clear that up immediately. Branding isn’t your brand colours and fancy fonts.

    To be a brand is all connecting the hearts and mind of people.

    Margaret Thatcher once said, “Power is like being a lady. If you have to tell people you are, you aren’t.”

    A brand is the same.

    Your brand isn’t your logo or business name. In fact, it isn’t any one thing. Your brand is every-thing.

    Your brand is the perception others have of your company, service and products It’s basically how people think and feel about who you are and what you do.

    Branding is massive because you are a brand whether you mean to be or not.

    Your marketing influences that perception, but your brand exists whether you actively market your business or not. If you’re in business, you have a brand. Now, whether you allow your brand to operate by default or you do marketing to influence the way people perceive your brand – well that’s in your hands.

     

    A brand can be simply summed up as:

    Brand = Branding + Interaction/Experience

     

     

    Branding is a powerful strategy used to influence and manage the way people perceive and respond to your brand. Acquiring loyal customers is what many successful businesses strive for, and that’s what branding is all about.

    How people feel about you and your company determines your success and your brand.

    People build the brand. People’s perceptions and feelings build the brand.

    Many people give great reviews because they want to.

    So it is you duty to position yourself in such a way that people actually enjoy giving you great feedback. 

    Tap into their emotion, play with their heart strings and create a unique experience for them…

    I truly encourage you to read my book, for the link click HERE

     

     

  • kinnarshah

     

    Have you ever noticed, that the pilot of an airplane does not much else than check dashboard with its thousands of buttons and steer the plane into the right direction?

    Similarly, you are the pilot of your dental practice. You don’t operate every aspect of it, but it is your responsibility to know what is going on, if you are on the right “flight” path and have a good overview of how your plane is flying.

    Unfortunately quite often, I come across dentists that are flying their practice dangerously close to the ground keeping their eyes closed. 

    How many of you know the number of patient that called in a month? And of that number how many came to see you? And out of that number how many did you convert and sell a treatment to?

    These are fundamental questions that every practice owner NEEDS to know for every month.

     

    It’s amazing that it takes only 10-15 minutes of your time per month to know:

    • how many new patients you had this month
    • how many new telephone conversions
    • how many reviews you received
    • how many ads worked from your allocated budget
    • what your ROI was this month
    • what your turnover was.

     

    Your dental dashboard is your eagle’s eye view of your business. Throughout history, the eagle has been universally seen as a visionary, a symbol of strength and leadership.

    An eagle-eye view is the best way to get the full vision of how your business is travelling.

    The ‘ostrich-view’ – however is the head-in-the-sand approach, this may delay looking at the reality momentarily, but in the long-run, it will not work. 

    It’s very important to understand that having your dashboard sorted is the best way for you to see your results.

    Include your team and educate them on why it’s so important to the sustainability of the business.

    Don’t wait 6 to 12 months to look at your balance sheet, to know your profit and loss statements – you need to pay attention to your business growth every month.

    This is the final strategy I am sharing with you in this email sequence. 

    I hope you found the last 10 email strategies valuable and implement them in your daily practice life to reach unknown levels of personal and economical success.

    In my practice at Smile Concepts 80% of our focus energy and effort has gone into maximising these 10 strategies. This has allowed us to see and serve over 220 new patients a month and gross an average of 1 million dollars per chair

    As a success coach, I believe that all practices have the potential to reach such an exponential growth.

    To guarantee your practice reaches these levels of success, we offer an in-house coaching program in which I personally train you and your team to excel at the business and management components that make a dental practice a success. 

    To qualify for this opportunity, I am extending a complimentary business coaching call for the first 15 people that respond to this email. Our capacity for the coaching program in 2020 is already maxed out so all new coaching agreements would commence in 2021. 

    If you have any questions, missed out on a strategy or want to know and learn more about how to develop a super successful dental practice, email me and me or my EA Mia will get in touch with you.

    I truly encourage you to read my book, for the link click  HERE

     

     

     

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