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Punching myself in the face!!!
Word of Mouth Revisited
Patience is something in short supply when you need new patients and you need them now. Getting new patients has long been a challenge and it will continue to be so until you can get ahead of the curve.
Hey, what curve am I talking about? The curve that divides "not enough" from "enough".
How do you get ahead? You proactively do the things in the present and future to attract new patients as part of a plan, doing so much that you can't help but get all the new patients you need. If that sounds like a lot of work – you are right. Then again, what is your alternative?
If there is one thing you should get from this it is the requirement to move to proactive procurement that virtually assures marketing success from the reactive, sometimes helter-skelter "I'll do anything to get new ones."
In our present times we have the triple whammy of simultaneous change: cultural, economic and marketing. I will address changes in marketing in part here.
Word of mouth has returned to marketing. (It never really left, it just got short changed and often ignored.)
The reincarnation of word of mouth has great opportunity… and challenge. For those who ignore this revival of word of mouth being left behind is likely.
The sea change in marketing is the change that has occurred as the result of multiplication and fragmentation of marketing channels, the rise of the Internet, and a societal decision to reject interruptive media in all forms possible. People are rejecting what once worked. For many businesses and some professional practices this has meant bankruptcy. Many have slowed down significantly. Many of the gurus who lecture on clinical dentistry from the podium have had whopping declines ranging from 25 to 50% of their prior production.
So what does that have to do with word of mouth? A lot frankly.
Positive word of mouth has been a goal of every business. Most have hoped it would happen. Nothing is wrong with hope until you depend on it for your success.
The new reality is that there are three forms of word of mouth these days. The "I will treat my patient well and hope she says nice things about me and refers others to me," is the one everyone knows. Inconsistence is the trouble with this. Sometimes it works and sometimes it doesn't.
Word of mouth has other troubles. Its time is unpredictable. Generally speaking, it is slow. It refuses your direct control. And many people are reticent to spread the word about you because of a fear of the referred patient becoming unhappy with you as the Dr and subsequently, unhappy with them for having referred.
We aren't done with the troubles yet. Most people who have had significant work done are pretty closed mouth about it with family and friends. They don't want to tell the fees they paid or let others know much about it. Sometimes your best cases are your worst referral sources!
It is no wonder that many have abandoned word of mouth and referrals as a significant source of getting new ones.
Still, word of mouth has power – real power to influence people to become your patient versus all other dentists where you live. Why? Trust. People trust what close family, friends and business colleagues say about you as the best guide. The words of someone you like and who likes you carry more weight in the decision making process. This is a human trait.
So in spite of all its problems, getting positive word of mouth supersedes virtually every other form of influence. The fact that you can't directly control it gives it validity and real punch.
So what should you do? Decide to harness word of mouth the best available way – indirectly.
This leads to the two other forms of word of mouth: Stimulated word of mouth and digital word of mouth.
Stimulated word of mouth works with human nature. How can you stimulate it, though indirectly and profit enormously?
Here are seven ways to get positive word of mouth going.
- Do what you do so well that others feel compelled to tell others about you. Clinical excellence is noticed, particular when you or your staff help patients know all that you do to make your patient's dentistry the best possible.
- Give'em something to talk about. Let's face it, conversations about dental care just don't happen by themselves – unless you give your patients what new and different and exciting. People do talk about what's new, what's different, and what others could benefit from if they only knew.
- Communicate often and regularly. If there is one piece that you can do without taking a lot of your time, it is this! A monthly pen and ink newsletter plus emailed notes and emailed newsletters go a Loooooonnnnngggg Way to setting the scene for positive word of mouth and referrals. Add birthday cards and holiday cards and you have solved much of the problem.
- Provide great, exceptional dental experiences. This takes constant work, effort and correction to do well consistently. It is the consistency that really makes a difference.
- Become the expert your patients want you to be. I am not saying you are not an expert. I am saying that the yardstick for measuring comes from your status as an author of books, writer of articles, and speechmaker.
- Survey your patients and ask them what they want. Then do your best to give it to them. One definition of marketing is to find out what people want and then give them that. This is missing from the influence toolbox of almost all dentists! Just doing a survey stimulates word of mouth.
- Become more than just a dentist. I call this transcending the transaction. Be more than someone who fixes teeth to your patient. This can be a tall order. Here is an easy one that you can do. Invite small business and other professional practices to a special networking meeting that you lead with the topic of how to beat the recession.
The third method I'll leave until next time. This one has the potential to reform all of your marketing and geometrically increase your influence.
Best,
Charley
Copyright 2010 Charles W Martin
About the Author
Dr. Martin has been a coach and consultant to some of the best dentists in the U.S. and Canada. He offers a variety of innovative solutions for the practicing dentist including private and group coaching. To learn more about his unique solutions visit www.AffluentPracticeSystems.com or call 804-320-6800.
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