THINKING BUSINESS
a blog by Chris Barrow

All about the patient experience (with passing reference to the game of chess)

chess game

Here’s what dentistry 2016 looks like through the eyes of the patient:

The beginning game:

  1. I decide it’s time to do something about my teeth because a trigger event has taken place in my life or is confirmed for the near future

  2. I hear about your dental practice (or your dentist) from a trusted friend

  3. I search for your web site on Google (organic) or

  4. I connect with your practice via a friend’s social media channel

  5. I visit your web site

  6. I read your online reviews

  7. I download your free guide in return for my email address and my consent for you to send me a newsletter

  8. I follow your social media posts

  9. I read your newsletters

  10. until I’m ready…..

The middle game:

  1. I contact you via the web, telephone or personal visit

  2. I attend an initial assessment and/or consult

  3. You listen

  4. You present your treatment plan

  5. I decide to proceed when all of my questions have been answered satisfactorily and I trust, respect and like you

The end game:

  1. You deliver a first class clinical outcome and customer service experience

  2. I’m so pleased that I’m happy to comply with your requests

  3. for online reviews

  4. for recommendations

  5. for a written or video testimonial

  6. to join your membership plan

  7. I tell a trusted friend about your dental practice (or your dentist)

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