Valitics Blog

I recently was thinking about ways to keep our dental practice busy in a down economy.  The last continuing education class I went to talked about the lifetime value of a patient.  You want to think about the cost of acquiring that patient vs. how much lifetime value that patient brings to your practice.  I measure lifetime value in terms of both services you can provide for that patient and the value of services provided by referred patients from that patient.  In those terms, there is a lot of value in not only acquiring patients, but also in keeping your existing patients happy, developing a relationship, and encouraging them to refer their friends. 


Can your website help build a patient relationship?  YES!  Here's how:

1.  Potential referrals can get to know you, your practice or business philosophy, hear from other satisfied customers and actually see some of the work you do. 

2.  E-mail newsletters - Keep your patients informed about your business.  Did you purchase new equipment or technology to make their experience better?  Did you attend a seminar of interest?  Did some interesting news come out regarding your business?  People want to know they are dealing with a company that keeps up with relevant trends and does quality work.  Keep your customers informed so you are the first thing that comes to mind when they need your products or services.  I have found that informed patients in my practice make the best decisions.

3.  Surveys - We have a survey request card that is given to patients when they leave their appointment.  Some people have nothing to say, so it is not important.  But there are many people who have either glowing praise or strong suggestions.  You really want to hear both.  E-mail or phone follow-up messages with a reference to the survey are also great. 

4.  Discounts - If you business is slowing, it is nice to have a customer database which you can send e-mail discount coupons to.  You know these customers are interested in you already, so they are the most logical source to give incentives. 

The one thing you have more of in a slow economy is time.  Now is a great time to build your customer relationship systems to keep your customers happy now, but also in the future.  A turn around will happen at some time.  So when people have more money to spend, make sure they think of your business first.