6 Types of Jerks and how to Deal with Them in Your Dental Practice

No matter the type of business you own, you’ll be faced with difficult people. As a dental team, you’re bound to stumble upon some of these types. Read the following to learn how to handle them with care, while protecting your reputation.
Difficult Dental Patients and How to Deal1. The Doubting Jerk 

This patient believes his Google search is more valuable than your dental degree and 10 years chair side experience. He will question your options, fees and even drop jargon. You know he has no idea what he’s talking about. He refuses to believe he needs a crown and thinks you are a money-hungry liar. When faced with this type of unreasonable human, it’s best to be armed.

How to Handle the Doubting Jerk

Come to the conversation with photos of his mouth. Be prepared to calmly answer his questions. Say this, “Mr. Jones, I know this can be confusing. I know it can be difficult to trust our recommendation, especially when you cannot see the decay the way we can see it on the radiographs. We have conversations like this all day and it never gets easier, especially when we only want what’s best for you. I have a legal and ethical commitment to share with you the treatment that is in your best interest. I assure you I’d recommend the same treatment plan to my own mother.” Smile warmly and wait for his or her next reply. Usually, after you’ve effectively disarmed with charm, the patient will become less defensive and more open. It may take a little diligence, but continue to break down the communication barriers with confidence and concern.

Staying calm and showing empathy will get you far. Have real before and after photos featuring your happy patients to show. The unreasonably untrusting person will become open and appreciative in many instances when they see how many others you’ve helped to smile. This is why marketing with real patients can make a real difference.

2. The Cheap Jerk 

For some dentists, this repulsive characteristic cannot be tolerated. However, if you can learn to convert this type, you can (sometimes) help dozens of deserving cheapos. The unreasonably cheap are easy to spot. They’re the patients you’ll see asking to skip X-Rays, claiming they never received the bill (again), and threatening a negative Google review when their insurance refused to cover their treatment.

In some cultures and in many households, negotiating is a way of life. Calling for a quote or bid is normal and not considered anything out the norm. If these types don’t receive some sort of “deal” they feel they haven’t done their job.

How to Handle Cheap Jerk

First, make sure to spot them early. There’s a good chance that on their first call they asked several questions and most were related to insurance acceptance, fees and billing processes. Make a note in the system that the patient seemed very focused on expenses. Next, make sure you have a “why us” packet. This helps these chronic negotiators understand that not all dentistry is the same. Next, do not assume this patient is without money. Some of the wealthiest people live to negotiate. Ask this patient what he or she values. Discover what really matters. If you can get this patient wanting the care he or she needs, price becomes a concern, but fades from the forefront. Discuss how your pricing is set and why it is where it is. Have a “stop the shopper” process in your practice. Support this with a printed document meant to build value. If a patient has an outstanding payment due, refuse to schedule future treatment. You can only handle so much. Know your breaking point and allow your team to gently remind you when it may be time to let go of a hassling haggler.

3. The Destructive Jerk 

This patient will respect the doctor to his face, but lie to the team. His goal is to divide and conquer your office. He will tell you that Suzy at the front desk told him he didn’t need X-Rays or tell Suzy that the doctor said his crown was only $600. He thinks he can lie and manipulate to cause drama and his end goal is to put himself on a pedestal by making those around him seem incompetent and inferior when they fall victim to his games. You’ll be able to spot him wearing a grinch-like, devious smile. He’ll seem pleasant at first to gain entry into your life. He’s the most difficult to spot, yet the most destructive. The longer he stays a patient, the more devastation he can cause, both to your reputation and your team’s harmony. He may not even realize he is causing damage, as it’s likely something that has become a habit, much like breathing. Causing drama is his subconscious hobby and he leaves the room seemingly unscathed, while you patch together the truth. Most who exhibit this kind of behavior feel an elevated sense of importance when they cause enough stress and drama to make others unnecessarily apologize and “make it right”. They live to critique others and often have a know-it-all personality. They’re experts in F-ing everything. There’s a good chance that even while reading this, your blood pressure is slightly elevated as you reminisce on your past experiences with one of these types.

How to Handle the Destructive Jerk 

 It’s important to note these occurrences in his or her chart. To be sure you’re not overreacting to an honest miscommunication, give him 3 strikes. Once you’ve acknowledged this destructive human in your business look for your next option to let him or her go. Next time he or she calls anyone on the team with a complaint (over a bill, false statement, ANYTHING), say the following, “Mr. Jones, based on our past conversations, I no longer feel our team is the right fit for you. It appears as though in many instances, you’ve been dissatisfied with our team and I feel this may be because we aren’t the right fit.” Get ready because rejection is ultimately what this destruction human fears. He may go to great lengths to talk badly about you. He will react strongly to being let go and will want answers. There’s a chance he will go quietly, but then privately seek revenge in the form of false reviews, unpaid bills and slander. It’s still a small price to pay for your team’s sanity. Let him go.

4. The Fearful Jerk

This person hides behind his fear of dentistry to justify total and complete neglect of his oral health. Yes, perhaps he has a true phobia to overcome, but starting an interaction with a doctor like this: “I hate you,” simply has no justification.

This person thinks their fear of the dentist justifies missed appointments, audible screams during a visit and behavior that resembles a toddler. He can often be spotted with piercings and tattoos – go figure!

How to handle the fearful jerk

First, recognize a truly phobic patient. Meet him or her with total compassion. In fact, don’t really call these patients jerks (or any patients for that matter). The title is meant to help us face our obstacles with a sense of humor, but is not intended for us to lose our compassion. Remember, you went into this wonderful profession to help people. You can’t truly do that if you believe they’re all a bunch of jerks (even when they act otherwise.) When the patient expresses his or her fear, say this, “Kelsey, I know it’s been a while since your last dental appointment.  I want you to know that we’re here to help you. Today is the start of your healthy smile journey. We’re going to make sure you’re comfortable at all times. If you ever experience discomfort, just raise your left hand. Also, know that we treat fearful patients very often and enjoy helping you to gain trust in our team. We’re happy you chose us to help you restore your health. What questions do you have for me today?” Make sure to invest a bit of time chatting. Allow the patient to share his or her horror story. Ask the patient if he prefers to hear each step as it’s happening or if he would prefer to relax and watch television or listen to music. Have headphones and distractions available, as it helps many patients relax.

5. The Doctor-Hopping Jerk

This patient doesn’t seem to realize that you value loyalty. He or she may show up to their next appointment with dentistry completed that was not done by your team, with no explanation.

How to Handle the Doctor-Hopping Jerk

Acknowledge the patient’s choice to receive care elsewhere. Let him or her know that you cannot be held responsible for the quality of that work, but that you hope it works out well for her. Let the hopper know that it’s always best to establish a primary care dentist, just like a primary care physician that can track records and oral health trends. Changes in the mouth can show early signs of diseases. Ask the reason the patient didn’t receive the care from you. At that point in time, if the reason is financial alone, say this, “Mrs. Jones, I’m sorry to hear that. I’m confident we can work out a plan that is fair and will allow you to receive the care you deserve from our team. You’ve been coming here for so many years, we would hate to lose you as our patient.” It’s not intended as a guilt trip, but an honest and open way to communicate to Mrs. Jones that you value her.

6. The Perfect Jerk

We all deal with perfectionism to some degree, but some people simply will not recognize excellent work. These folks set their own unrealistic expectations and no matter how many hoops you jump through, the work won’t be good enough. Who knows what kind of childhood trauma they are filling? You simply have to learn how to recognize these jerks and create a plan for handling them.

How the Handle the Perfect Jerk

Let the patient know that these results are beautiful. Show him or her why slightly natural teeth are considered more modern and more beautiful than the “Chiclet” style she is describing. Let her know this is the plan you discussed. Sometimes, you simply have to explain that you did your best and you’re very happy with the outcome. Next, get very good at filtering out perfectionists and setting your real expectations — several times over — to prevent these types of exchanges in the future.

If you’d like more information on how to market to non-jerks, schedule a complimentary marketing planning session with our team. http://meetme.so/cmps

Identity Dental Marketing

Grace Rizza

Dental Marketing | What Platform is Best for a Cheap Website?

I’m often asked questions like, “what platform is best for my practice if I can’t afford a professional website?” When it comes to marketing your practice, the honest truth is that you can’t afford NOT to have a professional website.

Take a look at this from a top-down view. If you own a brick-and-mortar business, you’ve already invested tens, even hundreds of thousands into it. After this massive undertaking, it is disingenuous to your own growth to skimp on a marketing budget. By using free or cheap options for a website, you set an uphill battle for yourself. In many ways, your website is your first impression – the most important sales tool.

As soon as you prioritize your budget toward building a professional website, you can bring your business off the ground. Oftentimes, clients come to us with low budgets, and every single time, we build them a customized plan that makes a significant impact with an impressive ROI.

Remember, your marketing is out there – and it’s talking about you and your business. Your website is the first thing that clients, patients, or customers see. A cheap route reflects to your audience that you are the cheap option. After all, you get what you pay for.

You don’t need to overspend on your website, but you should aim to invest in a strong, distinguishable presence. To learn how we can help, book your complimentary marketing planning session with us today. We hope to hear from you!

84 Reasons People Love Identity Dental Marketing

Ethical Dental Marketing Company
Best Dental Marketing Company
  1. We do not lock you into a long term contract. Instead, we rely on our ability to get you results and develop a trusting relationship in order to create loyal clients.
  2. We teach you how to maintain ownership of your website and all aspects of it.
  3. We teach you how to maintain ownership of your domain(s).
  4. We will teach you how to control your hosting, giving you full control over your website files and saving you money in comparison to companies who mark up and “manage” hosting.
  5. We teach you how to maintain control over your tracking numbers while protecting you against fake lead generation scammers (disguised as marketing companies).
  6. We provide custom designs on all projects.
  7. We allow you to provide insight into your design preferences if you’d like and approve the design prior to development, ensuring you will love your new website.
  8. We custom code for WordPress. Google loves WordPress. Everyone loves WordPress.
  9. We offer expert photo and video services, making all of your marketing more effective.
  10. We utilize the latest design elements and stay up to date with trends.
  11. We seamlessly launch most custom websites in 30 days or less.
  12. We utilize thoughtful brand development.
  13. Our team has REAL dental experience.
  14. Our team has extensive degrees in advertising, marketing, psychology, writing and more.
  15. We’re transparent in budget utilization, allowing you to evaluate true ad spend on Google, Facebook and everywhere.
  16. You can access our team at almost any time and will have the owner’s direct contact information.
  17. We provide monthly ranking reports – most companies do not.
  18. We provide monthly Analytics reports.
  19. We update your WordPress site daily to ensure its security.
  20. We offer SSL integration for security and ranking ability.
  21. We’re very prompt in responding to you and making requested changes. If you haven’t heard back from us promptly, you can assume we did not receive your message and blame the email server demons. When in doubt, resend, text or call us anytime.
  22. We promptly complete your requested website changes (within 2 business days).
  23. We are tagline, headline and copywriting heroes.
  24. We have been in business and trusted in dentistry since 2009.
  25. We offer custom printed materials to improve your case acceptance rates.
  26. We have experience writing stellar radio and TV ad scripts.
  27. We’re SEO gurus. (Over 98% of our clients rank in the top 3 within 6 months for at least one main keyword, such as “Town Dentist”)
  28. We blog for you. After all, this is likely not the highest and best use of your time.
  29. We can post to social media accounts for you on a regular basis to maintain consistency.
  30. We will provide your website content.
  31. We can provide video scripts to help you build confidence when publishing your own video content.
  32. We can design a highly effective billboard.
  33. We can wrap a fire truck, a store front or just about anything for that matter.
  34. We can write and distribute email newsletters.
  35. We can implement autobots on Facebook and websites.
  36. We write impressive and attention-grabbing business letters.
  37. We market to generate sleep apnea cases.
  38. We offer implant-targeted campaigns.
  39. We can attract new patients interested in Botox.
  40. We market in-office savings plans.
  41. We care about you and your results.
  42. We rarely make mistakes.
  43. We own our mistakes.
  44. We will work synergistically with your team and advisors.
  45. We will advise you based on what’s in your best interest, not ours.
  46. Our team is comprised of good people with extremely high levels of integrity.
  47. We do what we say we’ll do.
  48. We set realistic expectations.
  49. We offer competitive pricing.
  50. We don’t “nickel and dime”.
  51. There’s no hidden fees or surprises.
  52. Our websites are fully responsive (meaning they look great on all devices).
  53. We offer online payment processing.
  54. We integrate with patient communication platforms for review generation.
  55. We offer strategic PPC and only recommend it when it makes sense for your practice goals.
  56. We utilize retargeting on Facebook and Google for optimal results, repeat exposure and to get the most out of your marketing budget.
  57. We complete all of our work in-house, allowing us to control quality and prevent from Google penalties.
  58. We manually manage your online listings for accuracy and prevention of duplicate generation (unlike most companies who can cause more damage than good by taking short cuts.)
  59. Even though it can be an annoying process, we work with Google to clean up and merge duplicate listings.
  60. We have marketing strategies for associates and transitioning doctors.
  61. We offer unique marketing strategies for fee-for-service practices.
  62. We have unique strategies for practices seeking patients in-network with insurance providers.
  63. Our internet marketing team is Google Ads Certified on all levels.
  64. Our targeted social media campaigns (often referred to as funnels) utilize captioned videos for optimal click through rate.
  65. We don’t add your new patient tracking number to your local listing and falsely report “leads”, like we have seen from many others.
  66. WE LISTEN TO YOUR GOALS, and will provide you with an individualized plan.
  67. Our landing pages (for PPC and Facebook ads) are gorgeous and effective.
  68. We’re almost always available. I may have said this already, but it’s worth mentioning twice. I will literally take a call or text on a Sunday morning or even a holiday.
  69. We’re trusted nationwide and have worked in the most and least competitive areas. We know how to write a marketing plan based on competition as to best utilize your marketing budget.
  70. We love supporting your team’s community and event marketing.
  71. We provide a seamless transition into working with our agency by helping you gain control of your marketing initiatives from another marketing company or your previous employees.
  72. We can market to Spanish-speaking populations.
  73. We offer marketing for dental specialists.
  74. We create BOLD brands and know how to stand out.
  75. We value brand consistency and help you to achieve this.
  76. We offer printing services for your convenience.
  77. We test our websites on all browsers for compatibility and proper displays.
  78. We create fast loading websites.
  79. We can advise you on the best strategy for one or multiple locations.
  80. We have relationships with top software and service providers and can often refer you for special pricing.
  81. We offer custom BRANDED social media posts.
  82. We’re constantly evolving to offer the latest and greatest in dental marketing solutions.
  83. We know how and when to use mail to generate an ROI.
  84. We love dentistry and marketing. Our passion is helping you grow. 

Have you heard enough? Ready to learn more? Schedule your marketing planning session here or here.

 

Marketing for Dentists | How to Gain More Dental Patient Reviews

 
A growing practice needs to have a strong online presence, and a large part of that comes from patient reviews. With over 84 percent of people trusting online reviews to help them decide between options, these powerful tools have the potential to make or break your business. So how can you collect more positive reviews for your dental practice?

The first step is to make sure your team is on board. Educate them about how important these reviews are for both prospective and existing patients. Let them know that your public feedback is an important part of your marketing strategy, and that each one of your team members plays a role in growing your practice.

Next, you must make sure that every patient has a five-star experience. Impress your patients. Get to know them personally, and let them know that their business is important to you. Once you have built lasting relationships and patient loyalty, your team can implement a strategy to help collect reviews.

There are many programs and apps available that can automate review requests for you. However, you can also do this manually. Send a simple email to your patients with a link to your Google listing, promoting feedback. You can even ask them in person or use signage in your office if you feel comfortable enough.

We have created a custom solution called an Echo Page, allowing you total control in filtering negative feedback, and allowing your patients to post to the platform of their choice. Contact for more information on an Echo Page.

We recommend that you focus on collecting reviews on Google, Yelp, and Facebook. These three are the main sites that your audience will look to first when checking out a practice. Other review sites might be useful as a supplement, but not as an alternative. Once you have collected enough reviews, you can link to them on your website to boost your presence. You might also find success in asking if patients are open to a video testimonial, which can be embedded directly into your website.

Online reviews are a critical step toward building your presence and engaging your audience. If you are looking for new ways to gain more positive reviews for your dental practice, contact our office today. One of our team members will work with you directly to set up a strategy that can help you grow your practice.

Dental Marketing Agency | 3 Things You Should Be Doing on Social Media

 
Social media marketing has become an opportunity worth considering for almost all business owners. With around 60% of users interacting with brands on social media[i] and more than 70% of the population having at least one social media account[ii], it is evident that these free tools are critical to capturing your full audience. For entrepreneurs who are struggling to grow your presence through social media, here are three tips to help you move in the right direction.

1. Commit to consistency. If you decide that you’re going to start a Monday hashtag or a Tuesday series, then keep with it. Stay ahead on content to help meet your schedule. Being consistent with your posts will help your brand continue to resonate with your audience. Your followers will get to know you through repeated exposure and will begin look forward to your posts.

2. Do something differently. If you’re in an industry that is very competitive such as health or tech, you need to innovate. If you start to post social media content that is rote and lifeless, you may lose sight of your target audience. Other brands will step in, pulling your presence toward them with stylish posts and content. Stray from the path. Change up the formula. Incorporate popular trends with a unique twist. With innovation, you can carve out your own niche.

3. Don’t be afraid to invest money. Remember that Facebook, LinkedIn, Twitter, and other social media platforms are all businesses – and businesses operate on revenue. If you want exposure and you don’t have a sizable following yet, don’t be afraid to spend some money on sponsorships. Create a budget for your social media marketing and follow it. Boosting a Facebook post can cost as little as $10, but can market it to between 500 and 2,000 people. No matter what your budget is, you can always find a suitable tier of marketing that will help you grow.

Clever use of social media can help your business reach its true potential – as long as you put a willing effort into it. If you are looking for new ways to extend your reach and online presence, contact our office today or check out the Dental Marketing with Grace Facebook group for more tips.

Resources:
[i] https://www.statista.com/topics/2057/brands-on-social-media/
[ii] https://www.statista.com/topics/1164/social-networks/