October 2011

Do you “outbehave” your competition?

Submitted by Joanne.Bishop on 10/01/2011

Pamela Fletcher, one of our Senior Account Managers, just brought me the results of a client’s patient survey – it was a fantastic yet very interesting review. This client generated a 10% response. (The general rule of thumb for a client survey is to expect a 2-15% response, lower if there isn’t an incentive.) Overall the patients were very complimentary; they love this practice and the doctor. Top marks for front desk service and the doctor was referred to as a “genius” by many patients. There was a little dip in satisfaction over wait times for appointments, which is an easy focus.

Patient Retention. Will you fail or win?

Submitted by Joanne.Bishop on 10/15/2011

Karen Galley, President, and I just got back from the annual Direct Marketing Association (DMA) meeting in Boston, MA. We’ve been members and have attended the annual session for many years and always learn from impressive speakers, marketing experts, and industry visionaries. As dental professionals committed to continuing education, you can certainly appreciate how the courses serve to inspire, re-energize, and arouse new ideas.

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