757: 1 Simple Way to Prevent No-Shows – Miranda Beeson

Who do you blame for holes in your schedule? If you said admin, it’s time to reassess your systems! Cancellations and no-shows start in the back, not up front! To help you reduce them, Kirk Behrendt brings in Miranda Beeson, ACT’s director of education, to provide a simple solution for keeping your schedule full of the patients you want. To learn the secret to attracting committed patients, listen to Episode 757 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 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 757: https://www.youtube.com/@actdental/videos
• Download ACT’s 10 Best Practices for Reducing Cancellations: https://23476641.fs1.hubspotusercontent-na1.net/hubfs/23476641/10%20Best%20Practices%20for%20Reducing%20Cancellations.pdf
• Download ACT’s How to Differentiate Your Practice: https://info.actdental.com/hubfs/PDF/Differentiation%20Tool.pdf

Main Takeaways:

• No-shows aren’t negative profit. It’s no profit!
• Reducing cancellations starts with building value.
• Have a quick-fill system to fill holes in your schedule.
• Strategically fill your schedule. Don't just fill it with anyone.
• Know your broken appointment rates and track your recapture rates.
• Consider implementing a reservation fee rather than a cancellation fee.
• Use your verbal skills when talking to patients about your reservation fee.
• Don't blame your admin team for holes in your schedule. Look at your systems.
• Appointments are confirmed at the time of scheduling. Showing up is not optional.

Snippets:

0:00 Introduction.

1:28 Why this is an important topic.

3:57 Create a plan by tracking data.

6:17 You don't need all eight hours to be crammed.

8:41 Have a system for filling in holes.

12:32 Have a system for tracking late and broken appointments.

17:51 Should you have a cancellation fee?

25:17 Should reservation fees be refundable?

27:24 Give your patients two options.

31:03 Your confidence creates predictability.

35:25 Final takeaways.

Miranda Beeson, MS, BSDH Bio:

Miranda Beeson 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.