Experience Marketing for Dentists is the latest book by Shaz Memon: dental marketer, entrepreneur, best-selling author, producer and philanthropist.
This is not a typical book about marketing. Most marketing is pointless without wow-moments in your business.
This is a book about growing your business without spending a penny more on marketing.
Every dental practice growing rapidly shares a common trait. It’s not just about superior dentistry, prime location, elegant interiors, or competitive fees. It’s simpler, yet often perceived as complex; it involves consistently exceeding patient expectations, genuinely from the heart, without relying on key individuals.
Discover the precise, repeatable strategies used in five-star hotels, and apply them to your dental practice to ensure growth and attract more of your desired patient type.
I wanted to write this book to emphasise that I truly believe there is no better marketing return on investment than investing time in building up your customer service standards to a ‘wow’ standard. Using the same easy-to-follow format from my global bestseller Instagram for Dentists, you are sure to be engaged from cover to cover.
Put word of mouth marketing on steroids
It can take decades to build a great reputation, but it takes just moments to ruin it. Thousands of pounds spent on marketing is not going to magically grow your practice or increase the free referrals your practice could receive.
Through practical customer service systems, you can sustainably grow a dental practice brand through patients raving about you beyond just Google reviews! They tell their friends and family about their experience – no, they ‘insist’ that their friends see you.
If your practice already benefits from consistent referrals (as most do), implementing the straightforward strategies in this book will elevate your reputation and brand presence to new heights.
Customer service isn’t something you do, it’s something you become. Let’s think differently about delivering in a way that gets patients talking about your practice.
Sign up to be alerted about the book’s launch and its 24-hour flash sale in February:
Some of the topics covered in Experience Marketing for Dentists include: 1. Customer service foundations
Understanding customer service
Do patients come to you because you are great?
How to make every patient feel like a celebrity
To love their kids is to win their hearts
Focusing on exceeding expectations
Create wow moments!
Grow your practice for free
Customer service: facts and figures.
2. Know yourself, know your patients
Knowing your own brand
Knowing your patients
The patient perspective
The impact of ‘brain calories’ in patient experience
High-value patient standards
The impact of customer service on revenue
Why brevity is key
Keeping service simple
Your website’s impact on service.
3. First impressions
Creating lasting first impressions
The 7/11 rule
Helping plan their visit
Providing directions
The eye and smile greeting
How to introduce patients to your practice
Prioritising clutter-free workspaces
Investing in pleasant scents
Clinic aesthetics
Tuning into wellness
Keeping your patients connected
How to call patients to the surgery.
4. VIP treatment
Personalising replies with speed
Understanding a buyer’s journey
First name interactions
Embracing cultural diversity
Understanding non-verbal communication
Body language
Patient preferences: temperature, music, and drinks
Preventing awkward customer service moments
Remembering birthdays and special occasions
Remember important people and moments
Five-star email etiquette and templates you can use
Exceeding expectations
Going above and beyond
Removing the grit in patient experience
Eradicating inconveniences
Moments of truth.
5. Customer service power teams
Teamwork fundamentals
Looking the part
Sounding the part
Phone manners
Taking messages
Interdepartmental communications
The cost of inconsistent customer service
Consistent service
Email etiquette
Team happiness and its impact on service
Understanding DiSC profiles
Recruiting service superstars
Overcoming the belief: ‘you just can’t get the staff’
Hiring effectively
Quality staff training
Designing your own customer service manual
Understanding ‘generation mute’
Standard operating procedures
Small changes for big impact
Customer service staff reviews
Mystery shoppers
Employee recognition
Personal development.
6. Building relationships
Building your emotional bank account
Professional small talk
Breaking the ice
Keeping in contact
Gifting
Being proactive
Becoming a part of your patients’ story
Making your patients the hero
Building patient loyalty
Developing trust from afar
Social media
Building trust with google reviews
Google review templates
Building an army of raving fans
Understanding different types of patients.
7. Authenticity and customer service
Respecting complaints
Understanding patient nature
Addressing silent complaints
Being genuine in wanting to help
Remaining calm
Empathy
Why waiting is hated
Making promises you can keep
Owning your mistakes
Resolving recurring issues
Finding the gift in complaints
Identifying your blind spots
Making giving feedback easy.
8. Being different
Understanding your competition
Doing what others aren’t
Knowing your unique selling points (USPs)
Letting your human side shine through
Being ahead of the curve.
Sign up to be alerted about the book’s launch and its 24-hour flash sale in February:
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