Analyzing Lost Consultation Patients
Analyzing Motivation for Consultation:
Firstly, we need to understand the motivation behind patients seeking consultation. Are they seeking information, comparing prices, or evaluating value? Understanding the patient’s motivation is the first step in establishing effective communication.
Analyzing Financial Capacity:
Understanding the patient’s financial capacity is crucial. For instance, if the cost for each tooth is 5600 yuan and the total treatment exceeds what the patient can afford, it’s termed as ineffective demand. Adjusting the treatment plan to be within the patient’s budget, around 10,000 yuan in this case, is essential for effective communication. Price-related issues may stem from various consumer behaviors, such as seeking discounts or bargaining for a better deal.
Appointment Time and Communication Level:
The time spent during appointments and the level of communication are vital. Spending enough time communicating with patients to understand their needs and concerns is crucial. Effective communication requires patience and focus, typically ranging from 30 to 60 minutes. A thorough communication session builds trust.
Impact and Urgency of Dental Replacement:
Analyzing the impact and urgency of dental issues is important. Whether it affects aesthetics or functionality influences treatment plans and appointment strategies. Some patients might be inquiring first and not immediately seeking treatment, requiring long-term follow-up.
Channels of Patient Acquisition:
Analyzing the channels through which patients find our clinic is crucial. Whether it’s through online inquiries, advertisements, or word of mouth, understanding these channels helps in understanding patient backgrounds. Different channels, such as local residence, word of mouth referrals, or community events, lay different foundations for patient visits.
Willingness to Provide Valid Contact Information:
If patients are unwilling to provide valid contact information or provide incorrect details upon leaving, it indicates a lack of strong intention to revisit.
Preparation for Subsequent Visits:
After a consultation, it’s crucial to prepare for subsequent visits. This includes scheduling specific times and methods for the next appointment and clarifying treatment plans, enhancing the patient’s willingness to revisit.
Analyzing the reasons for patient loss is crucial. Issues such as trust-building, pricing, weak treatment desires, and service attitudes may contribute to patient loss.
Invitation Methods:
For different patients, we can adopt various invitation methods, including phone calls, text messages, sending materials by mail, or making door-to-door visits. Choosing the appropriate invitation method can better attract patients to revisit the clinic.
Following the analysis of patient loss, we can now proceed to develop solutions based on the reasons for the loss.
Trust Issues:
When patients express willingness to accept invitations, leveraging opportunities for specialist consultations can be effective. Inviting patients over the phone to interact with specialists helps strengthen trust in the clinic and the specialists.
Communication about Treatment Plans:
When patients express concerns about treatment plans, such as worries about the impact of dental implants on tooth abrasion, providing similar case studies for observation can be helpful. Additionally, communicating treatment outcomes and visualizing post-treatment effects, such as through digital simulations, can address their concerns.
Event Invitations:
Inviting patients to attend expert lectures or salon events, such as implantation salons, can provide more treatment information and enhance patient trust in the clinic.
Third-Party Surveys:
If trust has not been established after patients leave, conducting third-party surveys through customer service personnel can be beneficial. Asking patients to evaluate service quality and the professionalism of doctors, and soliciting their suggestions, can help improve services and rebuild trust.
Price Concerns:
For patients concerned about prices, providing promotional information via phone or text during events, or applying for special discounts from the director, can meet their needs.
During promotional events, we can call or text them. For example, during our clinic’s anniversary celebration or events like Love Your Teeth Day, we can inform them about the opportunity to come and learn more. It’s a rare annual event, and we hope they’ll take advantage of it.
Treatment Desire:
If patients lack a strong desire for treatment, stimulating their consumption desire can be achieved by emphasizing pain points and shaping treatment value. Offering special promotional activities can also help.
Firstly, addressing pain points involves emphasizing the pain and shaping treatment value. It’s a method of dream marketing. One approach is to increase pressure, while the other is to relieve it. For example, if someone’s teeth are not aesthetically pleasing, instead of criticizing directly, we indirectly create resonance that sounds comfortable yet achieves the desired effect. We cannot say their teeth are ugly; that would repel them further. Indirectly, we highlight the imperfections in their teeth. What are the consequences of not getting treatment? For example, it affects your psychological state and, consequently, your daily life and work. But after treatment, you’ll look more beautiful. What’s the outcome after treatment? Then we can talk about how a certain celebrity’s radiant smile triggers fantasies and leads to a certain level of value perception.
Addressing Service Issues:
If service issues arise, such as poor attitudes or operational errors, apologizing to patients and offering solutions, such as changing doctors or providing expedited services, along with appropriate compensation like small gifts or preferential services, can help.
