You can’t recapture 100% of your cancellations — but you can get 80% or more! In this episode, Kirk Behrendt brings back Miranda Beeson, ACT’s director of education, to break down recaptured percentage, how to track it, and ways to create a strong system to increase reappointment. To learn the secrets for actively rescheduling patients, listen to Episode 922 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 Courtney an email to learn more about ACT: [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
• Download ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360
• Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_US
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• 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 922: https://www.youtube.com/@actdental/videos
• Join ACT’s BPA to get the Ideal Day Scheduling Guide: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fcolor-coding-block-scheduling-and-ideal-day-scheduling#email

Main Takeaways:

• Aim to recapture 80% or more of your cancellations.
• Create a script to help your team reappoint cancellations on the spot.
• Track cancellations in real time and follow up with patients on the same day.
• Strengthen your verbal skills. Don't just tell patients to, “Call us when you're ready.”
• Build an active follow-up system. Contact patients within a day or two of a cancellation.

Snippets:

0:00 Introduction.

1:48 Recaptured percentage, explained.

4:40 How this percentage impacts your practice.

6:51 What it looks like when recaptured percentage is high.

8:47 What it looks like when recaptured percentage is low.

11:47 Countermeasures.

14:13 Join ACT’s BPA.

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.