No-shows and cancellations create havoc with schedules that in turn negatively affect customer service and practice profitability. To eliminate no-shows and cancellations, follow these do’s and don’ts.
Build value for the appointment. Patients who appreciate the value of their appointments are far less likely to miss them. Building value should begin the moment a new patient makes initial contact with the office. It should take place at the front desk, in the hygienist’s chair, and any time patients interact with staff members or the dentist.
Don’t give repeat offenders choice appointments. When no-shows realize that if they miss an appointment, they have to wait weeks for another one, they will likely be more conscientious about showing up on time in the future.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].
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