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It’s in the little things….

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The patient experience is one area of marketing that will set yourself apart from the rest. Paying attention to the little things can make a huge difference in the experience and the perception the patient has of your office.  I was in a dental office coaching the team and I noticed that the doctor would change the Pandora radio station based on his mood. In this instance, he was in a rock n’ roll mood and was playing some good ole’ 80’s hair band music. While this music may have made him feel better and jazzed up for the afternoon patients, we need to stop and take a look at the mood the patient is in. The patient coming in was nervous about her root canal and was telling the front desk upon check-in that she had a difficult time sleeping the night before because she was so nervous. At this moment, Guns n’ Roses Welcome to the Jungle comes on. This woman is nervous and the last thing she wants is to listen to screeching electric guitar all while needles and drills are about to be coming at her.

Remember to set the stage for the patient, it begins with the little things like the music playing throughout the office. It is one thing to advertise that you have headphones available for patients while in the chair but consider setting the ambiance from the moment the patient sets foot in your office. Patient experience is marketing and success lies in the little things.

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