Here’s Why New Patient Flow Will MAKE or BREAK Your Practice

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“I’m not interested in new patients.”

I’ve heard it hundreds of times. But let me ask you something… Are you interested in increasing your production and collections? Are you interested in growing your practice?

Are you experiencing minor (or major) cash flow problems? Are you struggling with paying off your debts?

You might think that you aren’t interested in new patients, but each of these opportunities and issues are directly associated with your new patient flow. By learning how to increase your new patients, you can maximize your opportunities and take control of your financial obstacles. Let me explain why.

There are three ways to grow your practice:

  • Increase new patients.
  • Increase frequency of purchase.
  • Increase size of purchase.

We are going to focus on number one for now, because you really need to understand what a new patient is worth to you.

The conservative lifetime value of a new patient is $1,500. Factoring in the multiplying affect of this number will help you take this into perspective!

Say, for instance, that you lose ONE new patient per week—that’s $1,500 in the garbage. Let’s say you lose ONE per week over the course of a month… Well, that’s $6,000. Over a year? $72,000. Over 5 years? $360,000!!! Do you want to see what 20 years looks like?

One million, four hundred and forty thousand dollars in Lost Revenue.

I’m sure you’ll agree that’s a pretty significant number. You might think losing a new patient here and there doesn’t amount to much, but these numbers speak for themselves. And that’s why I spend so much time hammering this point into every single doctor I get a chance to speak to.

It’s simple. New patients are the lifeblood of the practice. They fuel the machine! Think about it this way. Let’s say you just put a dollar’s worth of gas into your car. You make it, pretty much to the next gas station—where you have to stop everything and put in another dollar! Then, again, you drive until you hit your next gas station. And you’re forced to stop. AGAIN.

Doing this would be 1) an incredible waste of time, 2) borderline psychotic, and 3) you’ll never get anything done! A better way to look at it is how an aircraft refuels midair… They don’t stop moving!!

This is how you have to treat your new patient flow. Your practice is like a jet, on a course you should never stray from! Never stop focusing on growing your new patients. Ever.

You should also understand that this isn’t something that needs to be YOUR priority… Through the certification process, you are going to transfer this priority to your TEAM. THEY are the ones to spearhead the new patient business. They need to will become efficient new patient producing machines!! This will free up your cash flow for you to invest in and grow other areas of your practice. By teaching your team how to schedule more new patients, my team and I are simplifying the business…. We are helping you to get a better result from your current team, marketing and phone system you’ve already invested in!! ??? – THIS LINE DOESN’T MAKE SENSE TO ME]

I guarantee that doing this will get a measurable return… And once you have the knowledge of how to do it, you get to KEEP that, and do it month after month… Year after year…. For your entire career.

It’s an investor’s dream!

So, if you are ready to free up your cash flow and maximize your return on resources you ALREADY HAVE, visit https://www.schedulinginstitute.com/sign-up/readiness-rating/ and take two minutes to fill out our Quickstart form! You’ve got nothing to lose by trying something new… And everything to gain!! I’ll send you a FREE Practice Analysis that will get you started… And keep your “jet” moving on its path to success!

 

Until next time,

jaysig

Jay Geier

20 Strategies for a More Patient-centric Practice

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The practice of the future is patient-centric. If you aren’t constantly seeking new ways to create an unforgettable experience for your patients, I’ve got some news for you… You aren’t going to be able to keep up with the competition! Your patients will find a practice that DOES cater to their needs and always puts their convenience first.

That being said, it’s easy to THINK you have a highly patient-centric practice, when you really don’t. So, think about this… Patient-centric practices put the patient first alwaysEven when it’s less convenient for the doctor and the team. Patient-centric practices are open on DAYS (and during HOURS) that are convenient to the patient… Not the doctor and team. Patient-centric practices roll out the red carpet to make every patient that walks in the door feel like royalty!

So, is your practice truly patient-centric? Or do you need to reassess and make some changes?

I asked a few of my clients to send me a list of ways that they like to over-deliver to their patients… Here are 20 ideas that you can implement TOMORROW to improve your patient-centric experience.

 20 OVER-DELIVERY IDEAS YOUR PATIENTS WILL LOVE:

  1.  Walk Patients to their Car with an umbrella when it’s raining & gift them with an umbrella
  2.  Conduct a Personal Check-In Call from the Doctor to patients after a big procedure
  3.  Have a Snack and Beverage Center in the waiting room for patients and their waiting guests
  4.  Actively Listen to patients to pick up on opportunities to provide a spontaneous, personal gift – someone on the team can go get and have waiting for the patient after a long procedure
  5.  Complimentary Valet Parking (no tipping allowed)
  6.  Comfort Menu with spa amenities
  7.  Charging Stations and iPads for use in waiting room
  8.  Reserved Parking for VIPs and New Patients
  9.  Be On Time… better yet, if a patient gets there early and you can get started, take them in and don’t let appointments run over unneccessarily
  10.  Send Personal Cards for Birthdays, Anniversaries, etc., signed by the Doctor and the Team
  11.  Gift Cards for Reviews – Starbucks or something similar for anyone who reviews your office on Yelp or Facebook during their appointment
  12.  Personally Call in Prescriptions for patients to their pharmacy during their appointment to have it ready for them to pickup on their way home
  13.  Scrape Icy Windshields Off in the winter right before they’re ready to leave (some offices even offer to start and warm up their cars for them too!)
  14.  Have Lunch Ordered / Delivered for patients coming in during their lunch hour or staying for Same-Day Treatment
  15.  Deliver Cake/Cupcakes to your patients at work (huge referral opportunity!)
  16.  Bring in someone to do Car Washes for your patients during their appointment – offer Auto-Detailing options for your VIP patients
  17.  Have a Babysitter / Kids Corner available for patients with kids that need to get long procedures done
  18.  Offer Taxi / Transportation Service for patients that can’t drive or don’t have transportation (one pediatric office sends a bus to pick kids up for appointments after school!)
  19.  Open the Door for every patient that walks in and out of your office (some offices even wait outside and greet New Patients holding a sign with their name on it to welcome them)
  20.  Say What You’ll Do & Do What You Say – Communication, sincerity and consistency

 

If you’d like more ideas on how to improve your patient experience, we have a training that’s perfect for you! We will fly a trainer out to your office this month to discuss specific, easy-to-implement strategies that will make your patient experience unforgettable. Call 844-242-1992 today to find out more!

 

Until next time,

jaysig

Jay Geier

How to Take Control and Achieve Your Goals

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“If you haven’t achieved your dreams, it’s your fault.”

-Darren Hardy (American author, keynote speaker, advisor, and former publisher of SUCCESS magazine)

A little harsh, but completely accurate. Think about the last time you said “If it weren’t for so and so” or “If I had more money” or “If I could just find the time”…. The reality is:

You can accomplish whatever you want when you do whatever it takes.

Every time you pass blame onto someone or something else, you’ve immediately cut off your ability to fix the problem. So, don’t do it. Here’s an example…

Say your goal was to increase your new patients by 20% over the next year. The next year rolls around and you have exactly the same number of new patients you had the year before. Whose fault is it? Sally, who answers your phones? Kathy, the marketing director? The population in your small town?

Well, what about YOU? What could you have done differently to hit that 20% new patient increase?

There are many problems that can arise when growing a business that will put a wrench in your plan. The breakthrough moment in your life is when you realize that you can control what’s going on in your practice…

Sometimes the solution is as simple as training your team or bettering your leadership skills. How could you have motivated Sally differently? How could you have freed up more time in your schedule? What about implementing simple marketing tactics– like asking your loyal patients for referrals?

As a business owner, it’s all about taking ownership and responsibility. Once you master that, your dreams really can be yours.

Here’s my challenge to you this week. 

Take a moment and think about one time when you failed at attaining a goal–and instead of taking responsibility, you blamed it on someone else or a particular circumstance. Write down what the failure was, and then try thinking about the situation differently. Try writing down a couple different solutions that you could have taken to avoid that failure, and then write down what you will do to improve your chances of achieving your new patient goal next time.

If you are interested in significantly increasing your new patient numbers this summer, it doesn’t have to be a crazy, far off dream. After implementing the knowledge from ONE training, your practice is guaranteed to see an increase in new patients–which is great for you AND your team! Call 844-242-1992 to find out more about our award-winning training. Or visit https://www.schedulinginstitute.com/sign-up/readiness-rating/ to sign up for our 5 Star Challenge!

Until next time,

jaysig

Jay Geier

Setting the Record Straight

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The funny thing about the internet is, you feel like you know people that you’ve never met. You look up reviews, read other people’s opinions, read whatever you can get your hands on. And if it’s a rich person, there are usually two very polarized opinions that you’ll find:

You’ll find the opinions of people that know them– the truth about them. And then you’ll find the opinions of everybody else. And you know the one thing that everybody else has in common? Well, they typically dislike that person. All they know is it’s a rich person. In my specific case, a rich person who sends a LOT of marketing to their office. You don’t know a damn thing about them, but– as humans– that has never held us back from judging those people. True, right?

I want to let you in on something. I want to give you a little bit of insight to who I am, because honestly, what do you really KNOW about me? You know what you’ve read. A lot of it positive, a lot of it negative. But unless you’ve been in the room with me, and we’ve talked directly, I can tell you one thing–you don’t genuinely know the first thing about me.

Before I was just “some rich dude”, I was a kid in a middle class family. I loved working when I was young– loved it. I started when I was 12. I washed dishes; I cut lawns; I trimmed hedges. You name it, I did it all. And the funny thing is, I was always trying to do it faster and better. I competed with myself–how fast could I mow that lawn? So that’s something you probably didn’t know about me.

But here’s something else– I did all that work (and I LIKED doing it) because I wanted something. I’m not ashamed to admit it. I wasn’t then and I’m definitely not now! I worked my butt off to be the best at all these “crappy” jobs because I wanted things. I had a “selfish list”. It actually started with a go-kart. I wanted a go-kart so badly I was having dreams about it! And you know what? I saved up and I got the go-kart.

So, fast-forward to today. Now I run a company that I built from the ground up: the largest training and coaching company in the world. That’s not a figure of speech (for those of you that don’t know about my company)–we’ve had over 13,000 on-site trainings. We have the largest staff training university. That’s just a fact. I’m a speaker, an author, and a coach to thousands of doctors. And now my list of “wants” has CHANGED. Now I want to be able to make the greatest impact possible. I’ve realized that rather than feeling guilty about being rich–which a ton of people do, oddly enough–I’m going to use all the gifts I’m given to the best of my ability. I use my money by donating millions of dollars every year. I use my God-given abilities as a speaker and a teacher to transform practices around the world– even though I don’t need to work anymore. I go to Mount Pisgah Christian Church and I try to live out the best life that I possibly can. Of course, I screw up sometimes. I get irritated. I have bad weeks. But if you ask someone that genuinely KNOWS me, they will tell you… These things matter so much to me. The ability to impact others’ lives in a meaningful way has become my whole world.

So, maybe you believe me and maybe you don’t. But I wanted to try to give a little bit of insight into who I really am behind the suits, the helicopter, the marketing pieces you get every week. I am a guy that really loves working to get what he wants. I’m a father and I’m a Christian. I’m an entrepreneur. I’m a go-getter. I’m someone who loves to lead. And I don’t want you to miss out on giving me a chance to help you out just because of some crazy image you have of me. Tonight, I wanted to try to set the record straight.

 

Until next time,

jaysig

Jay Geier

The 7 Most Expensive Words for Business Owners

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The 7 most expensive words in business are…

We have always done it that way!

How often do you hear those words around your practice? If that phrase sounds overly familiar, it’s time to seriously examine the way in which your organization operates in today’s rapidly changing environment.

Certainly, it’s important to build on your past successes and not simply change for the sake of change, which is a costly exercise in itself. But, never forget that, even if you don’t change, your competitors and customers may.

Too often, people confuse necessary change with change for the sake of change. That is not to say that you throw out the baby with the bath water, but any organization (regardless of its past success) should always remain open to new ideas. It’s a recipe for disaster to continue to do things the same old way without at least occasionally assessing if that mode of operation is actually working or you simply think it’s working for you.

Past success is no guarantee of future success. Of the Fortune 500 companies at the turn of the century, only three exist in their present format today. And, since 1986, only 46% of the Fortune 500 companies are still in business. When Tom Peters wrote In Search of Excellence in 1982, he applauded companies that were innovative, quality focused, and growing exponentially. Today, many are no longer in business, when only a few years ago, they were considered invincible!

So, ask yourself this question….

Can you afford to be complacent in your practice?

 Successful business owners will always look at better ways to run their organizations, and hopefully will always remember that the 7 most expensive words in business are “We have always done it that way!”

I challenge you to take a look at some of the processes around your practice and see if there’s anything that could be changed or tweaked to better serve your patients. Write down 5 items that could be updated and provide a deadline for each.

If you’re stuck in a rut, doing things the same way, but wishing for better efficiency, call 844-242-1992 to find out more about our proven strategies and trainings that will help you take your practice to the next level.

Until next time,

jaysig

Jay Geier

A Letter to the Skeptics

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You know the saying, “Don’t knock it till you try it?”

Well, today I want to talk to the skeptics.

I want to let you know that almost every single client I work with started out just like you– as a skeptic. They thought I was a rich, smooth-talking guy who was going to take advantage of them. Most of them actually went to my events expecting to NOT like me… They thought they’d be witnessing a big scam that they could go tell their friends and families about.

But do you know the funny thing? After sitting through just ONE event with me, none of them felt that way any more. In fact, almost all of them decided to give my program a shot. I now have a very close coaching relationship with many of these former skeptics.

They did what so many people don’t have the guts to do. They swallowed their pride, admitted they were wrong about me, and let go of their cynicism. They let their criticism transform into trust… And ever since we’ve started working together, they’ve seen drastic, career-changing results.

“We averaged $60,000 in monthly collections for many years and had completely plateaued. In six months, we now average $99,245 a month. Thanks for completely changing the path of my practice & life!” Dr. Dan West

The truth is, if you are reading this and you’re thinking that my team, my company, and I are a big load of bull-hockey… You are truly in the majority.

You’ve got to understand that it is actually EASIER to be a skeptic. It doesn’t take any risk… It’s stagnant. Boring. You’re playing it “safe”…

But by doing nothing, you are taking the biggest risk of all.

Like I said, my clients have seen and experienced some incredible things since letting go of their skepticism… And their journey is just beginning! In fact, they are witnessing such awesome spikes in new patient numbers, production and collections that they are voluntarily sending me testimonials– letters, emails, photos–by the HUNDREDS. They are more alive and excited about their careers than they’ve ever been.

“We had the clinical skills but we lacked the vision & knowledge to implement sound business principles. But now we’re on track to continue double-digit growth.” –Drs. David and Patti Bradley

This is why I go to work in the morning. This is my calling and my purpose. I read these letters almost every day. These people are so thankful that they decided to let go of their cynicism and give Scheduling Institute a shot… And my team and I are grateful for the chance to work with such phenomenal doctors. We are grateful for the chance to make a difference.

“We doubled our new patients last month. Our goal was 35 and we got 48. On our way to having the team I always wanted and getting our collection goal. I am excited again!” –Dr. Tai Mao

“The Scheduling Institute has been by far my best ROI in the 12+ years I have been practicing and has really simplified business for me and made me a better business man, boss, and person away from the office.” – Dr. Wyn Steckbauer

So, here’s my challenge for you. If you are a skeptic, a cynic, or you just find it difficult to believe that people are who they say they are (maybe you’ve had some bad burns in the past)–then that’s fine. I completely understand.

But give me the chance to prove you wrong.

All it will take is one event. One small investment– a plane ticket or a drive down to Atlanta. I want to give you the passion and excitement for practicing dentistry that you used to have. I want you to see results that will make you celebrate. I want you to be able to take vacations with your family and work shorter weeks and know that your practice is growing and everything is running smoothly.

“What a transformation! Our new patient numbers have gone from 25 to 100, we expanded from 5 to 10 chairs, added employees and our team is fired up.” –Drs. Mark and Rudy Braydich

My Case Presentation Event is happening June 17-18 at the Georgia World Congress Center in Atlanta. This two day seminar is guaranteed to immediately increase your case acceptance, increase your average revenue per new patient, and increase your profits. This is the third Case Presentation event that I’ve hosted, and it’s going to be the best one yet–filled with guest speakers and easy-to-implement, results-boosting strategies. Last year over 17,000 doctors and staff attended my events, so I can promise you that this event will sell out soon. To register online, go to http://www.jaygeierevents.com/case/.

 

You can keep doing what you’re doing and getting the results you’re getting…

But if you WANT something different for your life and your career, you’ve got to TRY something different.

 

Until next time,

jaysig

Jay Geier

Get More New Patients NOW

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When my team and I analyze practices that are prospering, and we analyze practices that are suffering…. The common denominator is YOU.

You are either the one that takes your practice in a bad location, in a bad economy, with difficult life circumstances, etc, and still builds a successful business, OR… You are the one that has a practice in a great location, with an all-star team, and every opportunity in the world– but your practice is still stagnant or declining. What I’m saying is, it doesn’t have to do with your practice… Your “bad luck”.. Your team…

It’s all about YOU.

Most teams are doing what they were told by the doctor. So when you really dive in and look at team performance, that performance is a mirror image and a direct reflection of the doctor. That’s why the only way we can make an impact in your life or your practice is if we start with YOU.

Let’s start with a quick review. These are the three ways you grow any business:

  1. Increase new customers (in your case, patients)
  2. Increase the frequency of purchase… Which, in your practice, means having a patient come more often/come more times.
  3. Increase the size of the purchases… Which means adding services that people can buy in addition to the basics.

(By the way, there are hundreds of different things that belong under each of these sections… If you become a client, we will go into detail with you on an action plan for all 3. But for now, time is limited. We are just going to focus on number ONE.)

Let’s get started.

 

I want to talk specifically about the new patient pipeline. Take a look at the illustration below.

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At the beginning is a marketing piece… A referral… Something that gets the new patient’s attention. Then you’ll see the initial point of contact–typically it’s a phone call that the patient makes to your practice.

This is where we reach the threshold… And this piece of the pipeline is SO important. If a patient doesn’t get across the threshold of your door, you have ZERO opportunity with them! So your case presentation could be great… You could offer a ton of unique, high-level services, you could build a relationship with this patient, receive referrals, etc… But you know what? If they drop out of that “pipeline” without making it across the threshold– the moneymaking part of the process is completely lost. The patient is GONE.

The thing is, there are tons of people outside of your door… There’s no shortage of people in your town… It’s just that you can’t get them in the front door!! You are failing the “threshold challenge” because you are only getting 6, 7, 12, 15 patients per month! Why aren’t you getting more new patients? Ask yourself that question.

Now… Here’s the part that’s going to be tough to wrap your head around… And I say that because it’s something that goes on in your practice that is just SO low on your radar… You don’t think it could be preventing HUNDREDS of patients from crossing the threshold into your practice.

It all comes down to your telephones. Think about it. It’s the step directly preceding the threshold in our pipeline… And so many practices don’t realize how CRUCIAL this one step is to their ability to 1) gain new patients and 2) increase their production and collections. We’ve listened to (literally) hundreds of thousands of phone calls, and we hear it time and time again… Your team does not know how to effectively and consistently schedule new patients on the telephones. You might not like hearing it, but it’s the truth. They are butchering these phone calls, time after time.

But this is important:

Is it your team’s fault? Of course not!!! You’ve never invested in training them with the skills they need for success! But that being said, their lack of training on the telephones is currently crippling your practice’s profits and your team member’s personal success! Not only could YOU be making more money… Your team members could be thriving financially and reaching their full potential!!

Scheduling patients on the phone is a precise, highly tested formula. Each phone call needs the perfect greeting. Your team needs to know how to handle all variety of patient questions. They need to know how to take control of the conversation and transition (without “verbal vomit” or long unnecessary chatter.) They need to know how to “close the sale” a.k.a appointment, AND they need to know the appropriate way to get a patient’s contact information. And you know why I can tell you all this without worrying that you’ll be able to recreate exactly what my team and I are doing…? Because honestly–and don’t take offense– you couldn’t if you tried. And I’ve seen TONS of people try. You don’t know the ins and outs of this formula. You definitely don’t know any part of it well enough to TRAIN someone on it. This phone process isn’t something you’ve EVER LEARNED.

You are probably a brilliant dentist. You might even be a decent business man (maybe you learned from someone in your family or are self taught, even though they don’t teach you about running your own business in dental school.) But there’s one thing I can guarantee that you don’t know the first thing about…

And that’s scheduling patients consistently and effectively on the phones! Fixing your new patient pipeline. Succeeding at the threshold challenge and getting more and more new patients actually IN YOUR DOORS so you can provide them excellent care and services.

Look. It is what it is.

I don’t have to skew the data about how practices are handling phone calls… Because the data is all there, and it proves my point a thousand times over. We’ve collected hundreds of thousands of calls. Not a single one (that hadn’t been trained) was handled effectively. Nada. It never happens.

So, there are a few different ways you could react to this information.

  1. Denial. It’s probably the most common. “My office isn’t like that,” or “Judy has been doing this for years.” Ok, but has she ever been trained on how to ACTUALLY schedule patients?
  2. Anger. This is a big waste of time. Listen… Don’t be angry at your team. Don’t be angry at me. You need to take control of your practice and actually do something about this problem. Today.
  3. Passive aggressive response. This is where you feel let down but you never communicate it. You’ll just give your team a look. Or write my company an angry email. This is pretty unproductive for everyone involved. And it still doesn’t FIX anything. You will continue to lose patients week after week, month after month…
  4. Fix it yourself. You think I’ve told you the problem, and you know how to fix it. So you bring in your team member and you try to DIY…. Well, let me just say… You don’t know how to fix it. I mean you can try– I’m not saying this to criticize you, but you can’t be a specialist at everything. I train people on the phones every single day. I don’t try to fix my own teeth–because I know I’d totally screw them up. You need to let experts train your team, and I guarantee… You will see a huge jump in your results.

I invented this process. My team and I have the largest company that does this, the most resources, and the most expertise. The other companies you’ll find that do similar things –and I don’t say this to sound arrogant, but it’s the truth–they’re knock offs. The Scheduling Institute is the original phone training company for dentists and doctors. We want to help your team really reach their potential. We want to develop them into goal-oriented, results-oriented people. We want them to work smarter, NOT harder. And we want YOUR practice to have the chance to drastically increase your production and collections, and to get tons of new patients over that threshold.

So, if you are ready to see a serious transformation and to go full steam ahead into a new financial future, take our 5 Star Challenge. See how your team checks out. Do it for them, and do it for you! It literally takes two minutes and it’s free. You have NOTHING to lose and everything to gain from this opportunity. Go www.SchedulingInstitute.com/sign-up/readiness-rating/ and fill out the basic info, and we will send you a FREE rating that will help you get started on increasing your new patients. It’s that simple. But it’s up to you.

 

Until next time,

jaysig

Jay Geier