An Invisalign Clear Aligner Appointment Gone Wrong - How Miscommunication and a Lack of a Customer Obsessed Culture Leads to Lost New Patients, Revenue and Referrals

New Patient Group Podcast

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How an Invisalign Clear Aligner Delivery Appointment Mishap and a Whole Foods Meat Market Mishap create poor patient and customer experiences. Can a single miscommunication cost you a loyal patient? Uncover the secrets to creating exceptional patient experiences that not only retain existing patients but also turn them into superfans. We share compelling real-life stories, like a miscommunication involving a patient's clear aligners, to illustrate the undeniable impact of internal communication and consistent service. Learn why shifting your focus from attracting new patients to enhancing the experience of current ones could be your most powerful growth strategy.
Discover actionable strategies to master customer experience from start to finish. From heartfelt handwritten apology letters to personalized selfie videos, find out how these small yet impactful gestures can make a big difference in patient relations. Through continuous staff training and role-playing, we explore how mastering effective communication, gratitude, and trust can help transform challenging situations into positive outcomes, driving significant business growth without the need for extra advertising.
See how every interaction contributes to your brand image and influences business growth. Personal anecdotes illustrate how negative experiences can erode customer loyalty and emphasize the importance of conflict resolution, body language, and effective communication training for your team. By prioritizing a people-first approach and focusing on non-clinical moments, you'll learn how to turn satisfied customers into passionate brand advocates, leading to more referrals, five-star reviews, and increased social media engagement. Join us to uncover insightful strategies that will elevate your practice and achieve exceptional growth.

Chapters

1. Creating Exceptional Patient Experiences (00:00:00)

2. Mastering Customer Experience Strategies (00:09:31)

3. Elevating Brand Image Through Interactions (00:17:10)

4. Transforming Patient Experience for Growth (00:26:08)