Significance of Maintaining and Developing Existing Dental Clinic Customers:

*Effective maintenance enhances the doctor-patient relationship, leading to increased patient satisfaction and loyalty.

*Developing potential issues for patients demonstrates care and creates opportunities for revenue growth.

*Cultivating comprehensive abilities, practicing effective telephone communication skills, and fostering good customer service habits.

*Strong doctor-patient relationships can compensate for technical shortcomings, reducing or avoiding medical disputes.

*Creating a unique internal marketing system to build core competitiveness.

*Improving medical quality by promptly addressing potential problems.

*Creating a sense of service, shaping the reputation of being a top-notch clinic, and increasing referrals and direct requests for medical care.

*Pioneering a 1+N snowball-style customer-driven marketing model to capture a larger market share.

Three Stages of Customer Relationship Maintenance:

*Telephone Follow-up Service:

Within 24 hours of the patient leaving the clinic or before their next appointment, make a sincere follow-up call to inquire about postoperative reactions, provide corresponding solutions, remind them of precautions, and inform them about upcoming appointments. Guide them to follow the clinic’s public accounts and WeChat assistant for further updates.

*Personalized SMS Service:

During treatment, address any concerns or emphasized points raised by the patient by sending informative SMS messages after the procedure. This could include specific instructions on dental care products, proper brushing techniques, or birthday wishes and holiday greetings.

*Telephone Tracking Service:

After the completion of treatment, make a follow-up call every three months to remind patients to come for a check-up or treatment. Ensure timely resolution of any issues discovered during follow-ups, and offer free services to demonstrate responsibility. Maintain continuous follow-up calls to provide lifelong care and assurance to patients.

Workflow and Techniques for Maintaining and Developing Existing Customers:

I. First Step: Encouraging Repeat Visits of Existing Customers

Target Audience:

Customers whose treatment ended more than 3 months ago. Focus on those who trust the doctor, exhibit high satisfaction, have potential issues, significant influence, and financial capability.

Approach:

Initiate communication through phone calls to invite old customers for further free check-ups and care at the clinic.

Communication Content:

When making phone calls:

Express genuine concern for the patient.

Explain the significance of coming for care and ensure their agreement.

Specify the appointment time.

Preparation:

Retrieve patient records, understand their specific situation, and analyze the resolution of their chief complaints, patient satisfaction, and potential issues.

Set Goals:

Make 10 phone calls daily, aiming for a 100% appointment rate, a development rate of over 50%, 100% satisfaction and referrals, and at least 2 patients expressing gratitude.

Communication Skills:

Before calling, mentally rehearse the conversation.

“Hello, may I speak with Mr./Ms. XXX? I’m Dr. XXX from xx Dental Clinic (state full name for potential referrals or direct requests). Is now a convenient time to talk? (If not, arrange another time to call)”

“I apologize for not calling you earlier. How is your dental condition since your visit in Month Year?… It has been X months. Could you come for a check-up in the next few days? We will provide comprehensive polishing and care for your teeth. Which day next week would be convenient for you? (Specify morning or afternoon and make a note for follow-up calls)”

Reasons for Care Visits for Different Medical Procedures:

(1) Dental Fillings:

After 3 months, teeth may experience slight wear and plaque accumulation. A fine polishing care is necessary to prevent decay.

(2) Dentures:

After 3 months, there might be plaque, pigment deposits, and gingival stimulation. Sterilization, pigment removal, gum rinsing, and medication are essential.

(3) After Tooth Extraction:

After 3 months, a check-up is needed to assess healing and apply anti-decay care to adjacent teeth.

(4) Post-Orthodontic Treatment:

After maintaining for over 3 months, a check-up is necessary to monitor tooth alignment, retainer use, and periodontal health.

(5) Periodontal Disease:

After treatment, patients should return every 3 months for examination, periodontal rinsing, and medication to prevent further progression of the disease.

II. Second Step: Effectively Fulfilling Specific Care Commitments

Doctor’s Reception:

Since these are existing customers with whom a good relationship has been maintained, the doctor should greet them with anticipation and warmth, as if meeting old friends.

(1) Welcome: Greet the patient with a smile, initiate handshake if appropriate, and exchange warm greetings such as commenting on the weather or acknowledging any fatigue they may feel.

(2) Arrangement: Assistants or nurses should help the patient to their seat, promptly prepare examination tools, cups, and open endoscopes. During the examination process, inquire about the condition of other teeth. If there are any issues with other teeth, seize the opportunity. If the treatment results are ideal, take the chance to compliment the patient and engage in conversation. For example, comment on their appearance or ask about their profession and workplace to gather information for future development efforts.

Fulfilling Commitments:

Ensure that the commitments made during the phone conversation are fulfilled, providing patients with a new service experience that they find worthwhile and, ideally, moving.

(1) Examination: Conduct gentle, comprehensive, and detailed examinations. Begin with the treated teeth, communicate specific findings with the patient, then proceed to examine other teeth and the periodontium. Inform the patient promptly about any potential issues, providing thorough explanations. If the patient does not bring up treatment options voluntarily, focus only on diagnosis at this stage, laying the groundwork for further development.

(2) Treatment: Fulfill the detailed care commitments while communicating the significance of the treatment being provided. Conduct the procedure diligently, ensuring that the patient experiences and perceives the benefits of the care. Pay attention to creating a positive atmosphere, manage the treatment time effectively, and if necessary, extend it slightly. Emphasize other dental issues, especially if the patient is highly satisfied with the treatment.

III. Third Step: Sparking Desire for Repeat Consumption

When patients visit, besides their chief complaints, there often exist other latent issues such as gum inflammation, cavities, or occasional tooth loss. After effectively addressing their primary concerns and gaining high levels of trust and satisfaction, it’s our duty to suggest early treatment for other potential issues, minimizing problems. This demonstrates responsibility and care towards patients and fosters a win-win relationship. However, development should be gradual, avoiding rushing or one-time transactions.

Patients may hesitate to address latent issues due to perceived lack of importance or inadequate communication. This misunderstanding can lead them to believe there are no obvious symptoms now, so they’ll wait until problems arise. It’s crucial to communicate the current situation, potential consequences of further development, benefits of early treatment, and the significance of teeth. This requires thorough communication to resonate with patients.

So, how can we effectively stimulate patients’ desire to address latent issues?

Building Trust and Understanding:

Utilize all available communication tools to clearly explain the causes, current state, progression, and consequences of their dental issues. This creates awareness and understanding, fostering a sense of responsibility and care towards patients.

Emphasizing Dental Importance:

Highlight the importance of teeth and the suffering and impact of aging-related tooth loss. Paint vivid pictures to convey the message effectively. Shift the perspective on dental expenses as investments in health with lifelong benefits.

Explaining Consequences and Benefits:

Detail the risks and impacts of further development, stressing the importance of timely intervention and the benefits of immediate treatment. Clarify the costs and benefits involved.

Strategies to Stimulate Desire:

Pressure Method: Address potential issues with genuine concern, highlighting the consequences of delay. For instance, emphasize how untreated cavities can lead to severe pain and additional expenses in the future.

Stress-Relief Method: Illustrate the ratio of post-treatment benefits to costs. If the outcome is favorable with minimal discomfort and expense, patients are more likely to accept.

Suggestion Method: Offer a suggestion when patients hesitate. For example, if a patient has multiple cavities but is unsure about treating all at once, suggest starting with the most severe one to experience the benefits firsthand.

Discount Method: Offer discounts for existing customers to demonstrate appreciation and value their trust. This reduces financial barriers and encourages acceptance.

IV. Fourth Step: Sustaining Post-Treatment Services

Continued post-treatment services are essential for patient care. Even if successful development isn’t immediate, regular check-ups every 3 months should be maintained. Keep track of patient progress, maintain follow-up plans, and schedule appointments accordingly. Successful development is ideal, but even if not achieved immediately, meaningful visits ensure patient satisfaction, paving the way for future opportunities.

Our goal is to move patients emotionally, encouraging repeat visits and referrals。