Research shows that a bad review has 15 times more impact than a good review. Dental practices with poor customer service pay the price on the internet & local community sites. Jenny identifies today’s dental consumer concerns when choosing a new dentist. She provides the proactive management and communication skills needed to be sensitive to a dental patient buyer today.

Promised Outcomes:
New patients made to feel welcome and safe become practice ambassadors building referrals and a great online presence. At every point in this program, Jenny focuses on elevating communication skills to deliver outstanding customer service in a pro-active & positive way for great outcomes.

Learning Objectives:
- Design your website so visitors stay long enough to learn more about your practice and services
- People equate dentistry with pain and cost. Elevate communication skills to put their concerns into perspective!
- Techniques give Doctor/Team tools to handle a range of concerns/needs patients use to judge a practice

A. Today’s dental consumer seek answers for their concerns & needs
- What are their fees?
- Will they take my dental insurance?
- How long do I have to wait for a new patient exam?
- How do they handle emergencies patients?
- Which of my friends, family or co-workers should I contact for a referral
- What does my local community sites posts show (ie., Next Door, Yelp)
- What are the office hours?
- Do they work evenings and/or Saturdays
- Wonder if staff will be friendly if I call the office
- Can I schedule appointments on line?
- I want to have my teeth cleaned without a new patient exam

B. First visit-

a - Welcome to our Reception Room and Administrative Staff
- Wow, this reception room is dark & dingy does not give me confidence
- These magazine are 3 years old-hum
- I cannot believe I have to fill out so many forms
- I have been waiting out here for 20 minutes, no one has told me what is going on
- I wonder if I will ‘like’ the doctor
b - Doctor & Clinical Team and new patients
- I am confused, what happens next, when is my next appointment
- What exactly is my dental problem, doctor spoke so fast
- Wish I had ability to ask the Doctor some questions, doctor seemed rushed
- Why was the dental assistant unable to answer my question re treatment cost
- Why was I seated and left for hours waiting for Doctor
c - Releasing new patients
- I didn’t expect to have to pay today
- Why can’t they just bill my insurance for today’s charges
- I want to make all my appointments today, will only give me one
- Why can’t I make my next appointment for crown/bridge at end of day?
- I don’t like lack of privacy when staff talk to patients I hear everything
- The bathroom was not very clean, do I have to worry about sterilization
- Why did business staff ignore me standing at front desk and continue to talk on the phone?