735: Unlock the Secrets to a Thriving Dental Practice: Mastering the New Patient Experience! – Miranda Beeson

Patients don't love being in the office. So, how do you get them to come in — and to come back? There are two things you can focus on for that to happen, and Kirk Behrendt brings back Miranda Beeson, ACT’s director of education and amazing coach, to share those secrets. By mastering the new patient phone call and new patient visit, you will create raving fans who help your practice thrive. To learn how to give patients the “wow” experience, listen to Episode 735 of The Best Practices Show!

Learn More About Miranda:

• Send Miranda an email: [email protected] 
• Follow Miranda on ACT’s Instagram: https://www.instagram.com/actdental
• Send Kirk a recording of your patient phone call for feedback: [email protected] 
• Send Gina an email: [email protected] 

More Helpful Links for a Better Practice & a Better Life:

• Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listen
• Join The Best Practices Association: https://www.actdental.com/bpa
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• See the ACT Dental/BPA Live Event Schedule: https://www.actdental.com/event
• Get The Best Practices Magazine for free: https://www.actdental.com/magazine
• Please leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218

Episode Resources:

• Watch the video version of Episode 735: https://www.youtube.com/@actdental/videos
• ACT’s 5 Success Strategies for Impactful New Patient Calls: https://23476641.fs1.hubspotusercontent-na1.net/hubfs/23476641/PDF/New%20Patient%20Call%20Success%20Strategies%20-%20Final%20-%2004.pdf
• Read The Power of Moments by Chip Heath & Dan Heath: https://bookshop.org/p/books/the-power-of-moments-why-certain-experiences-have-extraordinary-impact-dan-heath/6707437?ean=9781501147760&ref=&source=IndieBound&title=

Main Takeaways:

• You have one chance at a first impression.
• Give patients a “wow” experience with your call and visit.
• Strengthen your team culture. Patients can feel when there's tension.
• Make patients feel cared about with your tone, language, and behaviors.
• Demonstrate active listening and focused attention. Don't try to multitask.
• Take time to discover patients’ needs, desires, concerns, and expectations.
• Practice new patient call conversations and visits so you can be intentional.
• A new patient experience doesn't end with the appointment. Do a follow-up.
• Don't leave out your existing patients. They also deserve a “wow” experience.

Snippets:

0:00 Introduction.

0:55 About ACT’s TTT, BPA, and Pro Coaching.

5:17 Why this is an important topic.

8:57 Be aligned, smart, and healthy.

9:39 Intentionality, explained.

11:21 Two aspects of the new patient process.

13:02 Why the new patient call is so important.

16:51 Start with a gracious greeting.

20:38 Discover your patient’s objectives.

27:42 Sell relationships, not dentistry.

29:52 Practice your new patient conversations.

31:43 Schedule strategically.

35:15 Give a “wow” experience.

37:41 Focus on the patient, not the computer.

40:05 Leave the logistics for last.

41:47 How to have the insurance conversation.

44:55 Make patients feel welcome.

49:35 Evaluate your office from the patient’s perspective.

55:55 Stop labeling your patients.

56:35 Know your patient’s preferred name.

57:20 Honor the schedule.

57:51 Give patients a tour.

1:01:57 Consider a new patient interview.

1:05:07 Questions to ask before getting started.

1:05:54 Deliver personalized care.

1:09:03 Address your patient’s phobias and anxiety.

1:12:36 Do a memorable follow-up.

1:13:27 Nurture new patients that don't schedule.

1:13:48 Make patients feel connected.

1:18:41 Final takeaways.

Miranda Beeson, MS, BSDH Bio:

Miranda Beeson, MS, BSDH, has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.

Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.