My wife fired our family dentist via text message this week. It will be useful for you to see (partly) why.
First off, it wasn’t just the text message I’m about to show you. There have been other issues (mainly related to the dentist being patronizing, not taking her questions/concerns seriously, which is a lesson for another day).
That said, the automated appointment reminder message I’m about to show you didn’t help. In fact, it sealed the deal that she was ready to find someone new.
So take a look here:
Someone might read this and think, “But Troy, it’s worded that way because no-shows are expensive and we need to minimize them.”
I agree. Just like shoplifting at a retail store is expensive and needs to be minimized. But high-end retailers don’t reduce shoplifting by glaring at each shopper while they enter the store, paired with a forceful gesture at the “Shoplifters will be Prosecuted” sign.
This dentists’ reminder message is: cold, robotic, accusatory and threatening.
It is NOT: warm, welcoming or appreciative.
“T-Cole, you’re being melodramatic.”
OK, can we at least agree it’s off-putting?
Do you want a prospective patient walking into your office already feeling like you are off-putting? Is that the vibe you want them to have? Does that set your team up for success in the scheduling process? No.
There are several ways you can communicate your cancelation policy and fees that are MORE effective and LESS offensive than this reminder message.
In a nutshell, this messages screams, “We don’t need and may not even actually want your business.”
Don’t have to tell us twice, pal. PEACE OUT.
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So much more I could say about this, but let’s keep it short. A couple action items for you today:
- Go read your reminder messages FROM THE STANDPOINT OF THE PATIENT. Read them like THEY would read them. And see what your gut reaction is. Maybe get a couple of honest opinions from folks outside of your practice. (Heck, send me your messages and I’ll give you my $.02)
- Realize that while these messages are important, your text reminders are only one part of the “communication mosaic” that is responsible for getting patients to actually show up for their appointments. If you rely on only your text messages to do all the heavy lifting of getting patients to show up excited, you’re leaving opportunity on the table.
No-Shows and cancelations are serious business. And reducing them could mean a lot more procedures and mucho mas moola for you.
In fact, we take them so seriously, in July we are presenting a “No More No-Show” Masterclass. Where we share the schedule, scripts, messages, materials, mindset, approach and cadence to not only minimize your no-shows and cancelations, but also to get people excited to walk through your doors.
Happy, empowered, excited prospects who show up to their consultations. Do you think THAT would set your team up for more conversions to surgery? Darn right.
This Masterclass will be exclusive for our private E3 Green Room Coaching clients.
So if you are already a Green Room member, get pumped.
If you are NOT in the Green Room yet…
For less than the price of ONE premium cataract eye per MONTH, your ENTIRE team can receive this valuable masterclass, AND all the other book-yourself-solid coaching elements we have in the program (premium practice mindset, objection handling, follow-up strategies, scheduling, plug-n-play templates, unlimited 1-on-1 support, and more).
July is right around the corner, so the clock is ticking. If you want access to the “No More No-Show” Masterclass, book a strategy call now for more details.
– Coach Troy