Consumer Loyalty Assurance Program
You pay a lot for your patients, are you getting your money’s worth?
Each day your phone rings from people who have seen your sign, read your newspaper ad, opened the Yellow Pages, saw your web site, called on your direct mail piece, and were referred by a loyal patient to your practice.What does your staff do with those calls?
I know that you don’t like to think about it, but your staff is the key to your success. They are the ones that will make or break you. Given the amount of money you spend on marketing and staff (from 30 – 75% of your gross in most cases) can you really rely on what you overhear or what a few patients whom you trust tell you? NO YOU CAN'T!!You must have data!!!
You must look at this logically and understand that with the tremendous capital that staff members are paid, you have the right to have them treat consumers – patients – exceptionally well!You have patients who come back because they like you. You have some who will never come back because they don’t like you. Sometimes, you can overcome a bad staff, and sometimes a great staff can overcome the weaknesses of the doctor. Regardless, you need to know, and you can’t just go on guessing that everything is alright.
You must collect independent and objective data on quality service to truly understand patient loyalty!!
By collecting this data you WILL:
- Increase referrals to the practice
- Meet the needs of your patients
- Determine your service culture
- Understand your loyalty rating
- Improve your client services
Increasing Referrals
The number one factor as to whether you will get referrals is service quality. Once you factor out incompetence on the part of the doctor or staff, a lack of quality service is the main thing that keeps people away. Quality service is the least expensive way to get and keep new patients. YOU CANNOT AFFORD TO NOT KNOW WHAT YOUR SERVICE QUALITY IS!!Meet the needs of your Patients
Patients expect competence of course, but they want to be served well. They don’t want to be pampered, but it is critical that they are well taken care of. This is what the data begins to reveal. If your patients don’t believe they are well cared for, then they will leave and never come back.Determine your Service Culture
Just because you have nice people on staff does not mean that they will treat people well. The culture is what service is all about. You cannot get away with faking it in a medical office of any kind. You will kill the practice over time when you even try. Your service must be consistent and genuine!!Understand your Loyalty Rating
After asking hundreds of patients the question "Are you loyal to so-and-so’s office?", we understand that even patients who would score you as satisfactory or even above are not necessarily loyal. The loyalty rating is based on specifically what patients tell us about you and you need to know what it is!Improve your Client Services
Every consumer or client wants to feel that they have been treated fairly and comfortably in a practice. Most staff members don’t even know how to describe good client services, much less how to do it. With data to analyze, it becomes very clear.You will also be able to better:
- Train staff specifically to increase consumer service in areas where they need it
- Learn what patients really thing about you and your staff
- Make staff aware of what patients thing of their service
- Solve your service needs
- Allow for accountability on service with clear objective data
- Learn where you are your staff need improvement with service
- Provide staff with ongoing data to improve patient relations
- Provide service training that is specific to the needs of your practice and staff
Look, it is much easier to point to a chart and say "this is what our patients are telling us" rather than you having to say, "I think we can do better at this…" and you never get results.
Here's what Dr. Hamblin had to say about us:
"Creating Change is an awesome company! They gave me the tools I needed to get my practice headed in the right direction. They looked at our practice from a consumers point of view, which proved to be a real eye opener!! I have been a student of practice management since dental school. These guys were the key. I would highly recommend them. I am more content with my practice than I have ever been since I graduated in 1995."
(Dr Robbie Hamblin, DMD owns and operates Brookside Dental)
The Consumer Loyalty Assurance Program is a data collection and analysis process that helps your staff focus on what makes a consumer loyal to your practice. We use patient satisfaction surveys, mystery screens, mystery patients, and interoffice assessments to collect more than 80 separate data points that will continually show you how your practice is performing on quality consumer service.
These are the tools we use to do it:
- Patient Satisfaction Surveys - (They'll tell us what they won't tell you!)
- Interoffice Service Assessments - (Is your staff really full of sisterly love and contentment!)
- Mystery Patients** - (Holy Cow!! They're not coming in today are they?!!)
- Mystery Screens - (Is your phone person the reason your $12K yellow page ad doesn't work?)
- Practice Service Analysis - (Gives you an accurate read on your Customer Service)
- Quarterly Service Analysis - (Helps you understand what the data is telling you)
- Quarterly Service Reports - (Graphed survey results)
Now don't you think your patients can better tell you whether they're satisfied or not than a little old lady hunched over a crystal ball?!
Don't you think it's important to know what is on your patient's mind? There is a lot of information to be learned from Patient Satisfaction Surveys, but do you have the time to analyze the data? We take all of the information we gather and analyze it against what our research has shown to be the three critical areas of performance in a dental practice; Staff, Process, and Setting. These areas are essential in understanding how the data is applied, and how it can be affected, so that your practice is providing optimal consumer services.After the baseline is established, we continually collect service data and monitor the practice over time. Each quarter you are provided with analysis of the data and charts that clearly display the service ratings attained by your practice.
What better way could there be to really find out what your patients think of your practice than to have a qualified 3rd party gathering, analyzing and reporting the data back to you?
Okay, "Great" you're thinking, "But is it going to cost me my first born child, or just an arm and a leg?"
Investment:Baseline Establishment: $299 for one doctor and $149 for each additional doctor*
Monthly: $229/quarter for the 1st doctor, and $114/month for each additional doctor*
We are so confident that the Consumer Loyalty Assurance Program will help your practice provide a higher level of customer satisfaction that we are willing to make you the following offer!!
We will take all of the risk for you!! You will get the baseline establishment data collection process, analysis and report, and you will only pay** the $299 fee AFTER you receive the report and you agree that you find the information to be helpful for the improvement of your practice!! How's that for "Risk Free"?If you cannot improve your level of customer service based on the information contained in the report, you will not pay** the $299 fee!!
Call us to get started today! 208.467.6545
Or click here to fill out an information form to get started right away.
Our Promise: If you are not completely satisfied, we will work to exceed your expectations and you can discontinue at any time before the next billing.
* Travel expenses will be billed back to you - No, we don't travel for free!!
** Any charges incurred by the Mystery Patient will be billed back to the Practice (i.e. if an exam and bite-wing x-rays are charged at $90, the office will be billed back $90 to reimburse the Mystery Patient).