Dr. Scott, this is great story about building trust! I've often heard that when a patient trusts their physician their rate of recovery is so much higher … and I would imagine a LOT less pain! A dentist who follows the example you shared will definitely attract many repeat patients! This is a great article! Thanks for sharing :)
Thanks for your insight. It's so true – trust is the most important asset we have in the dental practice. If a patient doesn't trust us we shouldn't be their dentist.
Yes, it happens to every office. Being in pediatric dentistry, our most sought after appointment times are after school. It is easy to create value for those appointment times, however they fill quickly and patients are willing to wait for those available times. It is the middle of the day, where I notice the failed appointments. We do attempt to contact patients if they are late or cancel. If the reason for the cancellation is due to an illness, we also send a "get well soon" card. Kill them with kindness and if that is not enough, you have done all you can do. However, they also have to know there are consequences for compromising our schedules.
-Dr. Jody Cremer
I'm so happy someone in the professions is talking about this! I have a sum total of ZERO of my professional team (dentist, hair stylist, cranial sacral, massage…) who use email for appointment reminders, etc. In fact, very few of them even have a website. I'll be passing your article along to my dentist!! :)
Excellent info that meshes well with a book I read by Seth Godin, Purple Cow. He suggests that only the remarkable can truly be successful in this age of fragmented media and marketing weariness. What you did was remarkable and worth sharing. Thanks!
Great info Scott!
Teeth are so important in all aspects of business and life. I suggest my therapists brainstorm how this can be applied to their massage practices – what would their 'hook' be? Pain relief? Better posture?
You're doing so well setting a good example for other healthcare providers.
- Irene Diamond
Dr Scott, Through sharing this experience you have demonstrated the power of being a genuine, honest, positive and caring person. The payoff could not have been greater…gaining "D's" trust is the most beautiful gift. High five to you! As one who had nightmarish experiences as a child with dentists (and still do) I totally identify with the amazing impact you have had in her life. Great Article!
Dr. Scott – I am sending this to my dentist -I would prefer e-mail reminders! And a calendar sync for Google and outlook when you make your appointment instead of the little sticky note tooth thing that goes where ….!
Well said Dr. Scott and thank you for writing about communication and customer service. Yes, 'communication preferences' is an important part of customer service in this day and age. With all the tools and ease of use, there is no excuse for not offering your customer a choice.