Profitable Dental Practice – How to Turn the Inevitable Complaints Into Loyal Patients and Profits

June 19, 2012 by  Filed under: Marketing 

Dental patients complain. All patients complain.

You want complaints in your dental practice. A recent study was done that shows soliciting complaints are going to assist you in developing a relationship with your patients so they become more loyal patients and increase your bottom line.

A surprising and profitable study

The study was done by TARP (Technical Assistance Research Project). The study confirmed that soliciting complaints can help increase patient loyalty. The more loyal your patients; the better your bottom line.

Here’s what the research had to say about people who purchase bigger ticket items:

* Only about 9% of those people who are upset but don’t complain will remain loyal.
* If they complain but don’t get the problem resolved to their satisfaction, only 19% remain loyal.
* If they complain and you ultimately solve the problem to their satisfaction, 54% will stick with you.
* Solve their problem quickly, however, and happy days are here again with the loyalty factor jumping to 84%.

You want to make it as easy as possible for people to complain. You want to solve their problems, right?

Here are 3 tips for generating profitable complaints

1. Every time you send out correspondence, a reminder, a letter, anything you send to your patients–be sure to let them know how they can complain. Whatever system you have set up, make sure you let them know, whether it be a phone call, an email, you want to answer this question: What is the process you have in place for your patients to complain?

2. Put a suggestion box in the office – Make sure that you put the suggestion box away from the reception desk. You want people to be able to put their complaint or their suggestion in anonymously, if they want.

3. Follow up with a phone call – When you perform procedures for your patients and you believe that it ís possible that there may be some discomfort following the procedure, you want to make sure you follow up with a phone call and find out how they are doing. Ask the question, “How are you feeling? Is there anything we can do for you?”

Do you have suggestions on what they can do to minimize any pain that they may be having? Follow up with that phone call and be sure to ask, “Is there anything we can do for you? Is there anything we can do better?”

Remember, patients who don’t complain and have a big problem don’t come back. And they tell their friends all about it. It’s in the best interest of your dental practice to get those complaints. Find them, dig them out and be sure to respond to them and solve their problems as quickly as you can.

This is why the Scheduling Institute created the ‘5 Star Challenge.’ For most doctors it reveals how you can create 10%-60% increase in new patients each month.

You can watch a free video and claim your Free Instant Access to our exclusive ‘5 Star Challenge’ when you visit

As a bonus you’ll receive a CD recording of an actual Mystery Call we make to your office. Finally, hear exactly what is being said to potential new patients when they call your office. Find out if they are getting them in or turning them away!

Brought to you by Jay Geier, Founder and President of The Scheduling Institute – Dentistry’s Best Kept Secret

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