Bonding with your patient

The objective was to create a list of actions that would have the cumulative effect of making the patient feel GENUINELY APPRECIATED – because they are the patients who will return for a lifetime and recommend their family, friends and colleagues.
Its not THE list – its A list – but it might just be better the yours – in which case enjoy!
If yours is better – send it!
1. Email new patients with a “nice to meet you, looking forward to helping you with your dream smile/gums sorted” etc.
2. Phone call from front desk to go over any Treatment Planning issues.
3. Phone call from practice to remind about visit, ask if the patient is anxious or unsure about treatment . Then talk through and reassure.
4. Aftercare call to check all is ok.
5. Email to thank patient for visit and remind them next one is booked on … For … With result of …
6. 3-monthly e-newsletter or monthly education factoid by email. Ends by asking for referrals.
Bonding with our client database can be our Achilles Heel.
We do none of the above, so
1. let’s make sure we have all emails of patients
2. lets have a staff meeting about this implementation
3. let’s make sure we can email from SOE if possible to the patients
Let’s keep 100% of our clients.
Let’s educate them regularly.
Let’s reassure them about their treatment.
Let’s follow up every treatment and treatment plan, even when they sign up to it and pay up front.
That’s the next step in going from good to great.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.