Dec 1, 2013 by RevenueWell
One of the great joys of my job here at RevenueWell is getting the opportunity to personally connect with dentists when I travel. Outside the conference hall, when people are engaging with one another instead of merely listening to a speaker, the real challenges of growing a practice come to the fore, and the back’n’forth yields a host of interesting solutions.
One of the more frequent questions I’m asked centers on how to migrate from a purely “needs-based” model of dentistry, to a more complete approach that addresses patients’ desires with “wants-based” procedures in mind.
Wants-based dentistry is all about helping patients with elective procedures: the things people “want,” (like veneers or whitening) instead of merely the things they “need” (like prophy or fillings). Over and over again, the model I see that fosters the greatest degree of sustained growth (particularly in the face of locally-branded national competition) is the practice that integrates both approaches.
Oct 16, 2013 by RevenueWell
This year has been a banner year for legislative re-vamping. And today brings with it another dose of change as the FCC's modifications to the 1991 Telephone Consumer Protection Act go into effect. The new rules are designed to distance consumers from what The Commission believes is the encroachment of overly intrusive marketing efforts on a consumer's right to privacy, and specifically address rising concern about pre-recorded telemarking calls and the use of auto-dialers.
The good news is that the rules, which apply to residential and wireless lines, as well as text messaging, concern telemarketing messages, and not the types of messaging used in a practice marketing solution like RevenueWell. Treatment plan notifications, appointment confirmations and other types of messaging sent via practice management software are deemed by the FCC to be “health care messaging,” or, at the very least “informational messaging,” and both have been exempted from the new rules.
Sep 25, 2013 by RevenueWell
Back in July, we wrote about HIPAA and HITECH compliance as it relates to automatic patient communications, and discussed how software tools like RevenueWell adhere to these regulations. This month, as the September 23rd deadline for compliance to the March 26th Omnibus rule is upon us, we're being asked whether these more recent changes to the law affect the ability to market to one's patient base, and if so, how.
Aug 28, 2013 by RevenueWell
With millions of consumers looking for dental services online, and with more and more information popping up on their screens every time they hit “Search,” your prospective patients are, predictably, looking for shortcuts. The best one out there? Obviously: another patient’s review. Forget your hard-earned degree, your shiny operatories, and nights and weekends spent on continuing education. The important thing is, what did Suzy and Patrick say on Yelp?
Studies show that over 70% of patients believe reviews posted online and use them as major input in their selection of products and services. Now, what an amazing (and free!) opportunity to turn your happy patients into a powerful sales force for your business. You’re changing their lives for the better every day; you’re skipping family events for them; you love them through better and worse – it’s only fair that they tell the world how much you care. But what if somebody does just the opposite and slams you on Google+?
Here’s the bad news.
It’s very hard (and often impossible) to have a bad review removed from major review sites like Google, Yahoo!, Citysearch and Yelp. These companies have built their businesses on their own reputation of being fair and objective, and showcasing the good and the bad of any local business. Would you trust them otherwise when you look for a restaurant this Friday night?
You get the idea. Most review aggregator sites follow very similar guidelines for removing bad reviews – and our customers report having very little success in getting their requests honored.
But there’s also good news.
A bad online review isn’t the end of the world. Many of the most established, successful brands out there get them and are no worse for it. A bad review, when surrounded by a ton of great ones, can serve to show you’re a real business serving real customers. How you handle it makes all the difference, so here are two strategies that always work:
Most importantly, have a strategy and a process for how your office monitors for and addresses negative feedback. Without one, you’re more likely to be blind sighted by a bad review or react poorly and make matters worse.