Profitability rises when focus is on patient

If you begin to think of every hour of your day as billable, you may soon start to believe any time spent away from the chair is a lost revenue opportunity. I understand that. But it’s a trap.

In order to provide the best customer care you have to be rested. So taking time to recharge your batteries is an investment in yourself that you can’t ignore. On one side of the equation you need to make time to be with your family, take a vacation to simply go to a movie. Professionally you can invest your time away from the office in networking events or even conferences.

Although I still love to take in new viewpoints on dentistry, these days I’m often behind a podium more than facing one.

The topics I speak to are all based on the questions that others ask of me. And one of the most common questions concern profitability.

Here’s the thing: profitability isn’t about chasing the dimes. It’s about leading.

There’s a big difference. Managing is about counting the dimes, leading is about growing your business over time. Although they are not mutually exclusive, they are in no way the same!

It’s about being focussed on the patient experience. Every member of your staff must focus on positive patient outcomes and a truly great patient experience. If you’re only focussing on the dollars, you’ll never get there.

For example you already know you have a wide variety of patients in your practice. Developing different customer service strategies for all of them is key toward retaining all of them. Are they positive, negative or neutral? Different types mean different handling procedures. Those have to be developed by you and your team.

On top of that, designing different processes and procedures for every engagement point of the customer’s contact with your practice is essential. Yes, your dental assistants and technicians are important to your workplace but so is your front desk person. Designing and delivering processes for every part of the customer contact chain is key to a positive customer experience and therefore, greater profitability for your practice.

Helping transform your practice into a growing one is what I do and can also do for you.

Please take a look at my Speaking Programs page: one of the topics there will speak to you and your experience. Then speak to me to get started on the road to greater profitability!