Allow me to pose a question.
When was the last time you considered the impression your practice gives to the outside world?
It’s an important point for you, particularly now while families are feeling the pinch and more wary about where money is spent. A great first impression really gives your practice a better chance to secure a new patient.
It’s understandable to get caught up in what is happening internally in your practice. You don’t have time to take a step outside of your business and look in.
Once the domain of the retail sector alone, ‘Mystery Shopping’ is now used by dentists. There are dental practices already gaining on their competitors as they learn how they can improve the initial patient experience. Simply by setting up a Mystery Caller to call their practice and pose as a potential patient.
Here are just a few factors dentists are gauging:
- The quality of their telephone welcome – how the telephone is answered and how the caller is made to feel initially
- What information is provided in respect of regular dental examinations and hygiene appointments
- How well their receptionist team promotes the value and benefits of these appointments and the skills of the clinicians who undertake them
- How well their receptionist team promotes your dental treatments How well their receptionist team deals with questions about the cost of your treatment
Armed with this information, dentists are able to discuss the results with their reception team (constructively, naturally!) and work on the ‘scripts’ and processes the receptionists use to ensure potential patients visit the practice.
Time for a mystery shopper to call your practice?
