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Working in a dental office presents many challenges…daily, you could even say…hourly!  One of the biggest challenges is making certain your patients know you care because they don’t care how much you know, until they know how much you care!

We had a dad bring in his young daughter today for several procedures.  As it turned out we needed to refer her to Pediatric.  Due to the procedures needed, their front desk person said they would have to work up a time frame and they would call the dad. 

The dad had to come back to our office later for the  band and loop to take to the pedo office and when he came in we could tell he was upset.  The pedo office had called him, the phone call had not been a good experience at all (first impression), and to make matters worse it was going to be August before she could be seen for a consultation!  

His daughter was upset this morning, he was upset because his daughter was upset, and to make matters worse, he had a bad experience on the phone with the pedo office regarding his daughter.  What do you think his impression was of that office?  And more importantly ~ what was his impression of our office for referring his daughter to them?

If you work in the front office you know what came next.  I got on the phone with the pedo office, spoke with their office manager, relayed the circumstances,  asked her to ”smooth” their first impression,  and worked out an appointment for the daughter to be seen this Tuesday.  Now what do you think the dad thinks of our office? 

In just a few short minutes we positioned ourselves as caring in several ways: 

• We let him know it matters and we care about his daughter and her well being
• We let him know it matters and we care about his inconvenience and his feelings
• We let him know it matters and we care about his experience in our office AND his experience in offices we refer to

In short, he now knows…we care.

What are some things you do in your practice to let your patients know…you care?

Technorati Tags: Building Business, caring dentists, Livvie Matthews, Patient Relations

There is a new, rapidly expanding revolution sweeping businesses worldwide.  New technology and the economy is forcing major changes in marketing strategies.  As a result, businesses are racing to shift gears from their strategies of days gone by, to today’s more competitive strategy of “word of mouth marketing”, also known as relationship marketing.

So what does this have to do with the dental profession?  Or maybe you’re thinking, “How does this apply to my practice. We aren’t into “mass marketing”.  You might even be saying, “We’re not even a ‘business’.” 

Whenever there has been a change in the business world it has always affected the professional world, since both worlds have the same base….people (customers/patients). Without people….there is no business or profession and with today’s economy and accelerating challenges facing doctors and staff members  daily, the dental profession has definitely become a “business”….a BIG business.

Read the rest of this entry »

Technorati Tags: Dental Marketing, Dynamics of Social Media, Livvie Matthews, Social media and Internet marketing

Social media is a great marketing tool when done correctly.  Even though it’s a relatively new area, there are “rules of etiquette” that should be followed to achieve the maximum benefit. 

This post The 11 Rules of Social Media Etiquette  by Eric Brantner presents a great template to model your social media efforts on. 

#6 Build Quality Relationships is my favorite.  When put in a summary, Social Media IS for building relationships, not  for making sales.  As you build the relationships and gain their trust, the sales will follow.

Do you have any rules of etiquette you would add to the list, if so please add them in your comments.

Technorati Tags: Building Business, Internet Marketing, Livvie Matthews, social media marketing

Social media is changing the dynamics of marketing and in 2010 will continue to revolutionize marketing as we know it. 

In this economy businesses are seeing the huge benefits and potential Social Media Marketing presents for:

• Expanding their reach to existing and potential customers
• Relationship marketing and establishing credibility
• Becoming a thought leader in their area of expertise
• Increasing sales
• Cutting costs in printed marketing and advertising
• Low to no cost marketing on Social Media platforms – i.e. Twitter, Facebook, LinkedIn, You Tube, and virtual events  (Tele-seminars, Webinars, Podcasts, etc)

Lisa Olinda of OlindaServices.com is hosting 2010 Social Media Masterminds Event with a line up of amazing guest bloggers sharing their expertise in social media marketing each day during the month on January. 

Read JoAnne Westwood, owner of Westwood Virtual Associates, guest post on the Dynamic Changes in Virtual Events .  JoAnne’s post shows how businesses are changing the way they are hosting events through Social Media outlets. 

What are some ways you see Social Media changing traditional business marketing?

Technorati Tags: Blogging, email marketing, Internet Marketing, Livvie Matthews, social media marketing

I received an early Christmas gift today!  The engine light had come on in my car letting me know it was time to have the oil changed.   Since purchasing my Toyota, I’ve had it serviced with Toyota Scion of Concord NC.  They have always done a very good job and provided good service.

When I called and made the appointment this morning I was told it would take about an hour to change the oil and rotate the tires.  My husband drove his truck so we didn’t have to wait around while they completed the service and they were to give me a call on my cell when it was completed.   

Jack and I went to Starbucks, bought  pumpkin spice latte’s , went shopping in Garden Ridge, and made a trip to WalMart.  After almost two hours and no phone call that my car was ready, I was getting a little irritated that it was taking so long and I hadn’t received a call.  After all, it was Friday…I had places to go, people to see, and things I needed to do!  So we headed back over to the service department.

When I walked in, I didn’t see Paula (Marlowe) the lady who had helped me.  So I asked another service person if they could tell me if my car was ready.  I explained I was told it would be an hour procedure and it was now two hours and I hadn’t heard anything.  This was about the same time that Paula walked up.  She said she was just getting ready to call me. 

Then she took me over to her area and read the list of  “recommended service” that needed to be done.  I wasn’t doing any of that today, but told her I’d like a list with the prices included to discuss with my husband.  Paula then said it would take about 5 minutes and she’d have the list ready and I could check out. 

Twenty minutes later and even more irritated, I asked the check out person to see how much longer it was going to be.  By this time I had really gotten ill. 

Just at that moment, Paula appeared and instead of coming on in the door and walking me to the check out (their usual procedure), she called me to the door again.  I thought….gezzzz are they going to recommend more work to be done…am I ever going to get to leave today??!!  Now I was really getting upset!

Then Paula said, “Ms. Matthews, we’ve taken care of your oil change and rotated your tires for you.  I’m sorry for your wait and the inconvenience to you…the service is on us today, there is no charge to you!  I hope you have a wonderful Christmas and come back to see me!”

Talk about being caught off guard and being speechless…my husband loves it when I’m speechless…doesn’t happen too often he says.  As I regained my voice, I said in a very humble tone, I hadn’t expected that and I really appreciated it! 

Now that’s customer service!  I hadn’t said anything, but I’m sure Paula could tell in my actions that I was  gettung upset.  Even half price would have been nice, but no charge…WOW! 

In just two short sentences Paula had made me feel she valued my time, appreciated  my feelings, and valued me as a customer!  

Thank you, Paula Marlowe  and  Toyota Scion of Concord NC!!!   Will I go back…ABSOLUTELY!   Will I recommened Toyota Scion of Concord NC…ABSOLUTELY!!   After all, isn’t this what we’ve been talking about with Social Media…Good Customer Service Really Can Build Relationships!  

What are your thoughts?

Technorati Tags: Building Business, Livvie Matthews, social media marketing