ISSUE EIGHT ● JULY 2021
INSIDE THIS ISSUE:
JULY CLIENT SPOTLIGHT
Let’s admit it...asking for reviews is awkward! 😬 Even though your patients are probably more than happy to give you a glowing review, the conversation always seems cheesy. So how do you pop the question without the convo feeling too pushy or forced?
The answer is you don’t. You can avoid the awkward interactions altogether by utilizing the Review Wave software. Dr. Molly and her team opened up Matrix Chiropractic two years ago and they’ve been grinding and trying everything to increase their online presence. Their town of Greenville, SC is highly saturated with chiropractors which means a lot of competition. You may be the best chiropractor in town, but if it doesn’t show in your reviews, how will a complete stranger know?
Dr. Molly was tired of having those awkward conversations asking for reviews and not seeing the immediate results. Within 5 days
of using the automated review requests, they got 28 new reviews!
Their practice has seen significant growth in their first two years, it’s only going to be uphill for them! They knew they needed to invest in a software that could keep up. Previously, they were utilizing a free online texting service that was a different number than their office landline; which is just confusing for your patients! The free app was also unreliable; they were constantly dealing with glitches and limitations. Now, all of their communication: reminders, birthday texts, mass texts, and calls all happen through the same number. And, the automation of the texts has been hugely successful in decreasing their no-show rate and increased their patient satisfaction.
The best part? The team doesn’t have to do a thing! No awkward asks, no nagging the patients to reschedule. It all happens in the background allowing Dr. Molly and her team to focus on what truly matters: the patient’s health!
Thanks Dr. Molly for sharing your success story!
It wasn’t too long ago that all it took to gain and retain patients was the quality of service delivered. But, things have changed…
Now, an even more critical success factor has emerged: the patient experience.
Why is the Patient Experience Important?
ON-DEMAND, ON-THE-GO AND FAST!
The patient experience is such an integral part of your practice’s growth because it goes beyond just the in-person visit. The patient experience starts as soon as they open up Google and search for a service. The patient experience requires multiple touchpoints before they even come through your door. And it’s all centered around convenience. People want things on-demand, on-the-go, and fast! If you don’t absolutely nail it, you lose a potential loyal patient and advocate for life.
If you ignore the wants and needs of your patients, it’s only a matter of time before they stop visiting you. 1 in 3 patients will leave after just one negative experience!
Here are the top 5 ways to deliver a fantastic patient experience, reduce churn and increase the bottom line:
- Create a virtual identity
Your online presence, including your reviews, your website, and your social media pages are your way to make a great first impression. This is where your patients will first go to learn what you have to offer and what results to expect. - Offer online scheduling
Give your patients the flexibility and convenience to book appointments and reschedule online. 69% of patients are more likely to choose a business that offers online scheduling. And 47% say they would change practices to one that offered online scheduling. - Create valuable touch points
Understand what your patient needs and be proactive about messaging them. They need reminders, they need encouragement, they need health education, etc. Set up campaigns that: - Remind them of their upcoming appointment
- Remind them to reschedule when they miss an appointment
- Motivates them to stay on track with their care plans
- Sends them a thoughtful birthday text
- Sends them helpful information about their health
- AND MORE!
- Make paperwork available online
Cut down the tedious tasks for patients and your staff! Your patients have a million other things to do throughout their day. They have to take the kids to soccer practice, go grocery shopping, fix that leaky sink in the kitchen. Help make their visit something to look forward to, not another hassle. - Reduce wait times
Convenience is everything in today’s world! People do not like waiting; we’ve come too accustomed to instant gratification. Reducing the overload of work for your team will help them attend to patients sooner and offer a better patient experience.
VS
EMAIL?
A well-rounded conversational messaging strategy takes advantage of the benefits of texting and the benefits of email. You need both. They each serve a different purpose.
What is conversational messaging?
Conversational messaging is a patient-centric, personalized messaging strategy. It’s simple: talk to people like a real person. Your two goals are to 1) make marketing, sales, and service conversations feel as warm, friendly, and personal as possible and 2) open up the line of communication for patients to respond. 3 out of 4 patients get frustrated when they can’t respond or take action after receiving a message.
Patients want fast, easy, personalized, and responsive ways to communicate with you.
That’s why using both email and text messages will win loyalty, praise, and admiration! The best part is, it’s never been easier to communicate with your patients!
The difference between text and email is that email gives you more space to tell a more visual and convincing story. Email works great for long, in-depth patient communications, like sharing monthly newsletters, health education, care plan information, etc. Our new email drag and drop editor can help you create beautiful, branded emails to enhance your email marketing strategy.
Text message marketing is best for short messages, calls to action, and immediate engagement, like appointment reminders, out of office messages, sending links to fill out online forms, etc. Texting is a less obtrusive, more direct way to get an instant response.
This may not make sense given people’s supposed craving for more conversational experiences. But the powerful truth is:
People want conversations to occur quietly, in their own time, and at their convenience. That’s why text messages and emails are an effective part of your patient communication.
Meet Suriya!
Better known as “Ri.” She’s one of our Success Managers and helps our clients get seamlessly set up and teaches them how to use our software! She can also give you a makeup tutorial if you’d like 💄💁🏼♀️ she has some excellent contouring and highlighting tips!
