One of the most frequent “if you could wave a magic wand” issues that I hear about is how to reduce or eliminate last minute cancellations and no shows on the Hygiene schedule. I have rarely worked with a dental practice where this was not a problem of some significance. The hygiene coordinator works diligently to fill and confirm the schedule. She goes home content that all of her hard work will be rewarded. Yet every day-stuff happens -with the result that there is still considerable loss of revenue from open time.

Here is an idea that has had some success – warranty your dental treatment. Post the following information on a large sign in the receptions area.

WARRANTY

We are very proud of the dental services we provide and we stand behind our work. We will replace any defective filling with an equivalent restoration FREE for up to two years after it is placed. We will replace any crown that needs replacing for up to five years with an equivalent crown at NO CHARGE.

IMPORTANT

This warranty remains valid ONLY if you come in for your regular 4 to 6 month cleaning visits including examination and x-rays as recommended by the doctor.

In reality, you are probably doing this anyway even if it isn’t written down. So why not get some mileage out of this? When dental treatment is completed, the doctor must inform the patient that the work is guaranteed PROVIDED the patient returns for regularly scheduled continuing care visits with the hygienist. And the hygienists who are seeing all of these patients on continuing care also repeat the terms of the warranty when scheduling the next continuing care appointment.

The key to success is for the doctor and all staff to consistently reinforce this policy so that the patients truly understand the value of not missing a hygiene visit. I’ll be willing to bet you will see some good results.

I spend a lot of time in client bath rooms. It comes with the territory. After a sixty to ninety minute drive between offices, at my age, a pit stop is mandatory before beginning our scheduled two hour meeting. And just in case, a quick second stop before driving on to the next office.

An over the top, customer friendly, state of the art bathroom is such an easy and good way to make a positive statement about your dental office. It should be spotlessly clean and well lit – not dark and dingy. Of course, it needs to smell good. Use designer quality fragrant soaps. I would not scrimp on excellent fixtures including a  large mirror. A wicker basket of paper hand towels is a nice touch – not the typical towel dispenser that has a tendency to get jammed. And be sure to provide an assortment of small toothpaste samples, floss, and mouthwash.

Obviously, the maintenance of an elegant bathroom requires a serious commitment from the staff. Create a schedule whereby someone is required to police and tidy up the bathroom every few hours during the business day.

Don’t miss out on the opportunity to hang a few pieces of cosmetic wall art as you market to this captive audience. And for sure – more than anything else – you want to use Charmin or similar quality 2 ply toilet paper. Anything less sends the wrong message – thin, cheap, cost saving.

Spoil your patients with elegant bathrooms and luxurious toilet paper. It is easy to do, and the impression you send is priceless.