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

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)