Orthotown September 2019 - 56
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A welcoming, clean and up-to-date waiting room.
An immediate, warm and friendly greeting.
An organized and well-decorated office.
A seamless checkout and scheduling process that's fast and easy.
These are standards, so how about ways to go above and beyond?
Again, think patient-centric, because that's what keeps the patients
coming back. As an example, orthodontic practices obviously treat a
lot of kids, so how can you improve the experience of all those waiting
parents? Things like drink/snack bars, workstations, free Wi-Fi and
current, age appropriate magazines are not difficult to implement,
but make a significant impact.
3.
Acknowledge that patients
accept your presentation, not
the treatment plan
We've covered how to get more patients and give them an exceptional
in-office experience. The final step to increase starts and production
is making sure they accept the treatment they need and want. It's
all in the presentation. You and your team cannot take this lightly
because the plans you're presenting involve a large commitment of
both money and time.
This might require you and your team to have a change in mindset
and approach. A concept we've been talking to our clients a lot about
lately is being relational versus transactional.
Transactional presentations simply deliver information. They
tend to be one-sided and unemotional while focusing on the hard
details such as paperwork, cost and treatment timeline. Relational
presentations are tailored to your patients, relating back to their
specific stories and why they need or want the treatment in the first
place. A transactional presentation can feel like you're checking things
off a list, while a relational presentation feels emotional and personal
to the patient.
Remember to tap into the emotional side of the treatment, like
how a new smile makes them more confident, feel better and overall
happier. Relaying other patients' stories while using before-and-after
photos can be very powerful. The use of stories is especially effective
because they're relatable and make it easy for patients to visualize the
benefits in their own life.
It's also important that team members who present treatment
plans put the patients' best interest first, not their own. This includes
understanding patients' financial situations and offering financing
and payment options that will work for them.
56
SEPTEMBER 2019 // orthotown.com
http://www.orthotown.com
Orthotown September 2019
Table of Contents for the Digital Edition of Orthotown September 2019
Orthotown September 2019 - Intro
Orthotown September 2019 - Cover1
Orthotown September 2019 - Cover2
Orthotown September 2019 - 1
Orthotown September 2019 - 2
Orthotown September 2019 - 3
Orthotown September 2019 - 4
Orthotown September 2019 - 5
Orthotown September 2019 - 6
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Orthotown September 2019 - Cover3
Orthotown September 2019 - Cover4
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