These are difficult times. Not every business is going to come out on the other side of this pandemic stronger than before. You must have a plan and know what mistakes to avoid to ensure your practice’s success both now and in the future. Bryant Consultants wants owner dentists and dental practices managers to avoid these common pitfalls so that you not only survive but thrive through this pandemic and beyond!
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Not being available by phone
Right now, more than ever, your patients need to know that you are here for them. Even if you aren’t in the office each day, maintain regular business hours for your phone. These days, you can utilize call forwarding so that all calls to your office phone are sent to a different phone (the dentist or office manager). This way, patients are able to get in touch with someone and stay connected. You will see us say those two words a lot, because staying connected is essential to getting through COVID-19, and coming out on the other side better than you ever have been before.
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Using the wrong words
Whether recording a voicemail message, sending texts or emails to your patients, or blasting updates on social media, watch what you say. Avoid using the word “closed,” because that basically tells your patients that you’re out, you’re not there for them, and that probably isn’t your goal. Instead, you could use verbiage like, “We’ve temporarily modified our office hours. We are still here for you. Please call us if you need anything.”
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Being too specific with the information that you send out
Speaking of communicating with patients, avoid being too specific when you send out information. You shouldn’t post specific protocols, or stating exactly which services you are or are not offering. This is just an overload of information for patients, and it won’t all apply to everyone. Instead of listing your COVID-19 protocols, which may look a little scary or intimidating to some, let your patients know that your team is adhering to the CDC’s guidelines and taking necessary precautions to keep employees and patients safe and healthy during the pandemic.
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Not using social media
During the time of “social distancing,” people are spending more time than ever on social media. Platforms like Facebook and Instagram are perfect opportunities to communicate with your patients. As a dental practice, leverage social media to remain visible to your patients, and stay in communication with them. You could connect individually with patients via direct messenger and wish them a happy birthday, check in on them, or just drop a simple thank you letting them know how much you appreciate them as a patient and that you are thinking about them during this time. Another idea for social media is to do some live videos where you simply ask your patients if they have any questions for you. Answering these questions in a live video format allows you to connect in real-time, although pre-recorded videos are still important to use. We recommend that you post to your social media platforms regularly, at least three or more times a week. Show patients that you’re available. Show them that you’re still having fun, smile, and be optimistic.
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Recording the wrong voicemail message
If you haven’t already, update your voicemail message so that when patients call and leave a message, they hear a recording that is relevant to the current COVID-19 situation. But, be cautious about the wording you use. As we mentioned earlier, avoid saying that we are “closed” or issuing blank statements like, “All hygiene appointments are being canceled.” Instead, let your patients know that you are here for them and to please leave a message, and you will call them back. And, actually call them back! Also, reassure patients during this uncertain time by saying something to the effect of, “Your care is important to us, and as things change, we will take the appropriate actions to keep you informed.”
If you aren’t sure how to get your practice through the coronavirus pandemic, Bryant Consultants can help. We also have developed a coronavirus dental practice survival kit, which is available as a free download. If you would like more information, please call Bryant Consultants at (877) 768-4799 or connect with us directly. We provide consultation, training, and coaching and will continue to post relevant updates regarding the coronavirus pandemic. To ensure that you receive the latest updates, please follow us on Facebook and Instagram.
