3 Secrets of the WOW! Experience

Everybody knows that the most powerful form of marketing in dentistry is word-of-mouth marketing: People telling people about your practice.

I am frequently asked how one can generate more word-of-mouth marketing or how they can get more referrals from their patients.

How?

With a Wow!

Create such an amazing experience that patients will be compelled to tell everyone they know about you.

Consider these three areas where you can make an every day experience in your office into a WOW experience that people will talk about:

1. Services. The dental treatment you provide and how you provide it. Clinical excellence that starts with dental work that looks good, feels good, and lasts a long time. That is the first step in the dental services you provide. Then consider how you deliver it: Painless injections, a gentle touch, sedation, etc. Do you provide the dental treatment people are looking for and do you deliver it in a way that is comfortable and easy?

2. Amenities. What do you provide your patients beyond what they expect? Relaxing chairs, warm towels, neck pillows, videos, or anything that makes the experience more comfortable. The amenities add an extra personal touch that makes the experience special.

3. Personal treatment. Far more powerful than anything you do to create a WOW! experience is the personal service you provide. It is what we call Total Patient Service. Total Patient Service is focused on meeting patients where they are emotionally, exceeding their expectations and then moving them forward toward life-time care. It is how you interact with the PERSON that will ultimately determine the WOW!

Consider this example that happened this week at one of the offices with which we work: I had personally referred a business acquaintance to this practice. It was close to her home and I knew the team would WOW her. And WOW her they did. Within moments of her departure from the office, I received a text message which said:

“They were awesome and definitely made me feel comfortable! I’ll send my husband and everybody else over there.”

That’s the ticket! If a patient walks out your door and immediately starts thinking of everyone they are going to tell about you, you have scored a WOW! And the referrals and word-of-mouth will come.

So how can you increase the WOW factor in your office?
• Services

• Amenities

• Personal Treatment

They all contribute to the WOW! It is the personal treatment is the multiplier.

Sit down with your team this week and review the three areas of the WOW experience. How can you improve in each area? Simple improvements in each department may yield huge returns in case acceptance, patient retention, and word-of-mouth.

WOW!