Dentaltown May 2017 - 100
The millennial shift
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MAY 2017 // dentaltown.com
"Millennials" are generally defined as
individuals between 18 and 34 years old in
2015. In 2016, the millennial generation was
on track to outnumber the baby boomers
as the nation's largest living generation,
according to the U.S. Census Bureau.
Importantly, millennials are tremendously diverse. The Brookings Institution
concludes that racial diversity will be this
generation's most defining meaningful
characteristic. So, while we explore some
generalizations, be mindful of the many
exceptions. That said, the more you understand these parents' common characteristics,
the better it will be for your practice.
Millennials have
high expectations.
Most millennials were raised with constant access to information and have an array
of expectations to accompany that. It's no
surprise that, being aware of the plethora
of options and conveniences available to
them, they have high standards when it
comes to the care and treatment of their
children. They expect dentists to both have
an excellent chairside manner and to keep
up with advances in technology, from your
reception check-in to your billing back end.
They believe your office should showcase
the fact that you're efficient and modern,
and you provide the best quality of care.
The good news is that high-performing
pediatric practices are up to this challenge.
Dentists understand that patient-facing
resources such as the practice website, social
media sites and newsletters must confidently
project a successful and healthy practice. If
you're a high performer, families who come
to your practice will experience a modern,
efficient office with staff members and
processes that make good use of parents'
time. If millennials second-guess any of
those factors, they're more likely to take their
children elsewhere. You must be responsive
to their needs, thoroughly answer their
questions and make it easy to schedule and
update appointments.
High expectations mandate that your
practice be forward-thinking in its use of
technology. Millennials don't want phone
calls reminding them of appointments;
they want email and text notifications. A
Salesforce and Harris Poll survey found that
71 percent of millennials want to be able to
book appointments through mobile apps.
If your practice isn't there yet, consider it
a requirement.
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Table of Contents for the Digital Edition of Dentaltown May 2017
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