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Delivering The Promise


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Lesson #4: CORE Lesson #4 -Follow Up For Patients Who Accepted Treatment

About This Lesson

Instructions coming soon..


Action Items

  1. Make sure you are implementing the pyramid plan or something similar in your practice to ensure that the team, doctor, and patient clearly understand where they currently are at in their plans and where they need to go!

Full Video Transcript / MP3

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Hey, what's up everybody? This is Doctor Steve Schluents and I want to welcome you back to another video on delivering the promise, the eighth module in the dental sales success cycle. And this tenant is tenant number four. What we're going to be talking about is follow up for patients, new and existing, with team and doctors. So this is going to be a little bit of a different take than what you traditionally would view as follow up where follow up is, they didn't say yes and then we're following up. We talked about that in earlier videos. What we're doing now is we're assuming that the patients are moving forward with their complete plan. This is a different type of follow up. This is a followup in which they've already said yes to some type of treatment. They're not on the fence, but it's essential that you still follow up with these patients.

This is one of the most missed sources of additional revenue in your practice. And the reason I say that is that these patients are the most engaged and they're falling in love with your process, right? These are the patients that have said yes, they believe in what you're doing. They want to continue to stay engaged, and I've seen so many dentists miss this. Like, once they say yes, those patients are ... They fall through the cracks, they don't move forward, they get lost in the hygiene system. Listen, this is absolutely imperative. This video is not meant to be a comprehensive plan on how to follow up with your patients. It's just to stress the importance that you have to have some systems in place to keep these patients engaged. Okay? All patients who start therapy should be entered into some type of tracking system to see where they're at in the plan and what's next.

Remember this idea of a pyramid plan. So once they're in the system, whether it's through your traditional dental software or you're tracking it on an Excel spreadsheet; where are they at? Where do they got to go? What's the next step? Whether it's a simple sheet that you scan into your system every time; where are they at? Where do they got to go? Right? The doctors should also check in with patients during and after complete care. So even if, let's say they've went through a full mouth rehabilitation and they're done, make sure you're following up with these patients. They are still in the process of getting care from you, so you want to make sure they're happy. What's going on? Is there any problems? What can I help you with? Right? That is as important as the ones that are on the fence and they haven't decided to go through with therapy.

The best source of referrals, I've seen this not just in my dental practice, this is also in my coaching business, the best source of referrals is the new patient, the new client. This is when they're most engaged. Listen, Grant Cardone talks about this. It's the second sale. And when you do the second sale, it's basically, you know how you've bought something and it took forever for you to make that first sale and then all of a sudden you buy something else, you buy something else, you buy something else. It's why traditional sales funnels work in online marketing because once you buy the first thing, the resistance is gone; you buy something else, you buy something else. The same process actually takes place with referrals, in my opinion. And the reason this happens is that when a patient decides to say yes to you, they're justifying that purchase by telling other people.

They're saying, "Hey, you got to go check out this dentist. The way that he approaches things is phenomenal." That is when they're most engaged, is when they've said yes to something. You want to cultivate that engagement and ask for referrals. Listen, your new patients should send you two new patients almost immediately, right? Like, the first visit, if they bought in philosophically, they're like, "Wow, this is totally different. I got to talk to other people." Make it easy for them to refer other patients to you. It's one of the major sources of problems. If you miss the window, you can still get referrals from these patients, but it's not as good as if you get them right when they start with you. It's the best time to ask for referrals. I know it sounds crazy because you're like, "Well, they're not even done yet."

That's okay. My coaching business, best source of referrals, the best clients that refer patients to me are almost, immediate clients who are like, "Wow, this is amazing. I got to tell other people about it." It's when it's fresh in their mind. Cultivate that. Okay? So your action steps is to create some type of tracking system to know where they're at in complete care with patients at all times. Master plans are a great way to do this. If you can track your master plans in your notes, do that so your hygienist knows, your front office knows, you know, your assistant knows, your patient knows where they're at at all times so you never let them fall through the cracks, and find a way to ask for referrals from new patients. Do not wait until the care is completed. Start asking earlier rather than later. It's very simple.

Listen, they're like, "Wow, this has been amazing." And say, "We have so many patients that say that and we take great pride in that. If you know friends or family members that you think would benefit from this level of care, we would love to see them. This is how we can make that work," right? That is so simple. It's just getting out of your own way, ask for the referrals. They want to send you people. So make sure you're doing that. Hopefully you got value out of this video, and I'll see you at the next one.