Lesson #5: CORE Lesson #5 -Post-Appointment Call and Gift

About This Lesson

Instructions coming soon..


Action Items

  1. Identify the gift you are going to give and make sure every patient receives that gift.
  2. Create a system to follow up with every new patient after the appointment!

Full Video Transcript / MP3

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Hey, what's up, everybody? I want to welcome you back and we're going to do this last video on module number five, which is the guided discovery process, and this is one that's often overlooked. We kind of alluded to this at the Invitation to the Possibilities Appointment video. Tenet number five is all about the post-appointment call and gift. Now, whether your gift is actually that thing that you gave them to read or not, not as big of a deal, but post-appointment calls and gifts are absolutely essential in this, and this is a simple thing you can do even if you screwed up the entire cut and discovery process. Little things like post-appointment calls and gifts are essential for building trust on rapport and then ultimately referrals. So we're going to talk a little bit about that. Okay? It is so simple and so overlooked, but you have to, in my opinion, engage immediately with the patient after that possibilities appointment ... I mean the guided discovery process, just to see how they're feeling, what they're doing, if they had questions.

So you can give something like a book as a gift, right? Or something that's wellness focused that is truly unique that you can give every patient, they go, "Oh, my gosh, I've never had a dentist do that for me." Right? I talked about in the last video the 22 Irrefutable Laws of Wellness. It's a great book that you can give someone that talks a little bit about health and wellness in a different orientation. I don't care what the book looks like. Read a book, you say, "Wow, this is a really good one. I want to give that to somebody." That's the goal. Okay?Now I'm going to give a shout out to Dr. [Janice Stone 00:00:01:44] on this, and she had a book called The Key to Healthy Smiles After 40. This is a book that she put a lot of time, energy and money into, but now she has this book. It's her book, and she gives every patient her book. How cool is that, right?

If you print off a book, and we can do that now. We can publish our own books. We can have digital copies. You'd want a print book here. It gives that gift characteristic. If you can print your own book, if you have time to do that, absolute game changer in your practice. So it's something that I've worked on. I do a lot more coaching and consulting even than I do my practice right now, so my books are going to be geared more towards my dental clients and then my general clients. But printing your own book is a game changer, so if you're thinking about doing that, I would highly encourage you. You can always reach out to me. I'll get you in contact with people that can help you do that to where you can give them a book that you created. How cool would that be? Right?

And then you call the patient after their appointment and thank them for coming in and seeing if you have any questions about the next visit. Now, regardless of where they went, if they went to a possibilities appointment, if they're going to a [profi 00:03:04], just call them, say, "Hey, I am so thankful that you're in our practice. I hope you got value out of our appointment today. Did you have any questions about the things we talked about?" Just call them, and you want to do that, whether it's that day or the next day, just to see and check in on them and see how they're doing. Now this is the key. If they go, "Oh, my gosh, that was amazing. I've never had a dentist spend that much time with me. Thank you so much." Ask for a referral. They don't have to go through your entire process before you ask for a referral. Say, "Mrs. Smith, thank you so much for those kind words. That means the world to me. I've spent a lot of time with patients trying to help give them choices, help them on this path to health. The only thing that I ask of you is if you know friends or family members that you think would benefit from the level of care that we provided you today, we would love to see them."

That's it. That's all you have to do. Or you can ask for a review on Google or a rating. Now you're going to have these policies in your practice, that's the second part of the equation is you want to be thinking about referrals even before they leave. You want to be filling, as Grant Cardone would say, filling your pipeline. So you want to organically try to get as many patients that went through this process as possible to come back to the practice. Now here is the simple essential thing that most people miss. If you are just starting this process and somebody said, "I love that," you cannot, I repeat, you cannot have that patient. If that patient refers a patient into you, you need to do the exact same process for the patient that was referred into you. You can't skip that.

So you've got to start tracking this. If that patient that went through this whole process that we laid out, said, "That was amazing; I'm sending Betty over to see you," and then Betty doesn't get the same thing that Mrs. Smith got, you have an issue. You have a predictability issue, and patients love predictability because Mrs. Smith is probably saying, "Betty, he comes down, he sits with you, he talks with you, it's amazing. We did this. We started setting goals. I've never had a dentist talk to me that way." And then Betty comes in and you give her the routine care because you're in the process of transition from everybody getting routine stuff to this process, you've lost two patients.

You lost Mrs. Smith because Betty's going to go, "I don't know what the heck you were talking about. He didn't do any of that stuff to me." And she's going to go, "Oh, gosh, maybe he's trying to pull a fast one on me." All right. And then you lost Betty because Betty didn't have that level of care that Mrs. Smith did, and so her expectation was totally different than what she got. You have to understand that the expectations are everything in this game. You have to have a process that's repeatable over and over and everything is always the same. We think that that's boring because as dentists we'd like to create and we'd like to do things, but we also are very systems oriented, and the better this system gets, the more repeatable the process, the better you can get at it.

So I'm telling you that if you start doing this and Mrs. Smith, you asked her for this referral and Mrs. Smith actually referred somebody into you, you better make sure that's the first thing we do. We check, did Mrs. Smith have this complete exam? And if she did, let's make sure that whoever is coming in gets this process replicated in some way, shape, or form. Now if it's a five-year-old that comes in, it's going to be a little bit different, right? But you can have the same tonality to the appointment. Absolutely essential. So the action steps is identify the gift you're going to give and make sure every patient that comes in for the new patient process that goes through there gets that gift, and create a system to follow up with every new patient after the appointment. Do not do this just, "I remembered to do it, this time I'm going to do it." No, there's got to be a system in place that every day that you had a new patient, you call that patient, you thank them for coming in, you see if they have questions, and if they said, "That was an amazing process," you're asking for referrals at this appointment.

Don't wait. There's no benefit in waiting. Ask, get referrals, get ratings, get reviews. The number one issue I see with dentists that do this is they're shy to do that. It's not natural. It's not natural. It's not comfortable, but you have to organically grow out this patient base with this process. You can't market this with a Facebook ad. They have to experience this and then they have to tell others. Hopefully you got value out of this. That was module number five, which is all about the guided discovery process. And I'll see you at the next module where we talk about the possibilities appointment.