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When You Lose A Dental Patient, Not If

I saw this article written by Joe McGonigal and it resonated with me as I recently had to deal with a circumstance like this myself. Reading this article helped me to feel better about how to handle it myself. These instances can be challenging to say the least. I know I lost sleep over it and I am sure some of you do as well. This is some great advice. ~Darren Kaberna

When You Lose A Customer, Not If

Photo Credit: woodleywonderworks via Compfight cc

Every year you will lose clients. It’s the natural ebb and flow of business. Some you’ll lose to price, some because of service issues, and some because you are no longer the best option. Don’t waste time worrying about whether or not it will happen, spend that time deciding how you’ll react when it does. Clearly this isn’t to suggest you should just let people walk out the door. You should absolutely make every effort to understand the client’s motivation and see if there is a way to retain their business. But when it’s clear they are leaving, you have a choice.You can get mad, storm out of their office, and say, “Don’t say I didn’t warn you.” Or You can wish them luck, tell them you’re disappointed they’re leaving, but remind them the door will be open should they choose or need to return. I had that experience last month when I canceled a service I’d been using from Grasshopper. Here’s the email they sent me.

Your request (#We’re sad to see you go) has been deemed solved.

Hello Joe,

As requested, we’ve officially canceled your account. It’s a sad day for us today here at Grasshopper – we hate saying goodbye to friends! We’ll really miss you and hope this won’t be the last time we hear from you. If you decide you miss us too, we’ll gladly welcome you back with open arms and waive any reactivation fees! Just give us a call.

Regards,

Johnnie K.

Not only was it not what I expected, it left me with a very positive feeling about the brand. What’s your typical reaction when a client leaves? Are you leaving them with a positive impression or is your reaction only affirming their decision? Losing the client doesn’t define you, but how you react does.

About Joe McGonigal

Joe has spent the last 12 years as both a front line producer and sales leader for a large, publicly traded healthcare distribution company. During that time, he received numerous sales and leadership awards for his contributions. Joe uses a blend of coaching and consulting to help sales professionals and organizations find ways to initiate new opportunities and grow sales.

Posted by Darren Kaberna on Wednesday, 26 February 2014 in Dental Practice Management

Could a Social Media Sweepstakes Help Your Dental Practice?

I thought this article on Social Media might be helpful to all Dental Offices. ~Darren Kaberna

How to Run a Successful Social Media Sweepstakes

Adeel Vanthaliwala
Published November 4, 2013

Do you need a guide to ensure that you don’t miss the crucial elements of a successful sweepstakes promotion?Are you planning to run a social media sweepstakes to make your business stand out this holiday season?

Posted by Darren Kaberna on Friday, 08 November 2013 in Dental Marketing

Facebook For the Dental Office

Social Media is the biggest trends in today's Dental Marketing! One of the hottest resources in social media is Facebook. Facebook is an excellent social networking platform. By platform I mean that it allows you to connect with your dental patients as well as family, friends, team members, other dental practices, as well as businesses. Let's begin by creating a Facebook Page for your dental office. It is important to select more than one administrator when creating your Facebook Page. By having more than one administrator it will allow more than one perspective.

Once you have created your Facebook Page keep these 3 underlying components in mind. Each component is important in forming a balance that is attainable in reaching your overall goal. The first is to keep the posts entertaining. When updating the page...add some dental specific humor or entertaining news related to the topic at hand. Second, continue to educate on your Facebook Page. Third, offer promotional tactics that will allow a return. An example is an in office special or referral incentive that your dental practice might be offering at this time. By utilizing these areas you will allow proper balance and measurement of tracking. There are various ways to keep your audience intrigued. Brainstorm with your dental team and patients when deciding on topics to be posted. Be certain that your content is timely, relevant, and more importantly FUN!

Posted by Darren Kaberna on Wednesday, 11 September 2013 in Dental Marketing

How Does the Affordable Care Act Impact My Dental Practice?

This article is provided by SBA.gov to help all dental office owners understand the impact on their businesses.

Key Provisions Under the Affordable Care Act for Employers with Fewer Than 25 Employees

Implementation of the Affordable Care Act occurs in stages, with many of the reforms and requirements taking effect in 2013 and 2014. Some of the provisions that may impact employers with fewer than 25 employees include:

Small Business Health Care Tax Credits

The small business Health Care Tax Credit helps small businesses afford the cost of health care coverage for their employees and is specifically targeted for those businesses with low- and moderate-income workers. The credit is designed to encourage small employers to offer health insurance coverage for the first time or maintain coverage they already have. Since 2010, businesses that have fewer than 25 full-time equivalent employees, pay average annual wages below $50,000, and that contribute 50% or more toward employees' self-only health insurance premiums may qualify for a small business tax credit of up to 35% to help offset the costs of insurance. In 2014, this tax credit goes up to 50% and is available to qualified small businesses that participate in the Small Business Health Options Program (SHOP). Eligible small employers can claim the current credit through 2013, and the enhanced credit can be claimed for any two consecutive taxable years beginning in 2014 through the SHOP.