Scripting to capture the low-lying fruit in your office.

Every time you debond a patient or receive a compliment from a parent, sibling or family member is an opportunity you need to take maximum advantage of! More and more offices are calling with questions on how to increase their new patient volume. My answer is always the same; “Use your active patients base to build your practice. Your existing patients are walking billboards for your business and you have earned the right to ask them for a referral at the debond appointment.” Think of it this way, if every patient simply referred one other patient, you could double your business.   

This can be a huge mind-shift for some people, especially team members who have worked at the same practice for 20+ years and the practice has had a three-month waiting list for the past several years.  

If your team feels they are being “salesy” and will not ask a patient for a referral (or testimony) then maybe they are asking for the wrong reasons. When your team is engaged in the business, believes in what you do, and the fact you can truly help people by giving them an amazing smile, then they can can feel comfortable asking for referrals. It can be an honest and genuine exchange with your patients to give them a compliment and share that you are going to miss seeing them as a regular patient in the office. For example:

“Hey Jonnie, it’s been great having you as a patient in the office. If you know of anyone that needs orthodontic treatment, please send them our way as we would love more patients like you.”

It is the same process for a testimony. When you receive a compliment, respond with as mile;

“Thank you! That is very kind. We would love if you could post on google reviews to share your experience with others”.

It can take some time to get the team on-board and believing in the why! Provide them with scripts, arm them for success and watch your practice explode.  

Good luck!

- Lori William