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The First Step to a Successful Marketing Campaign: Research

To craft a successful marketing campaign for your practice, you must first conduct some basic research that will start to identify what your marketing plan and promotional pieces will look like and the message they should deliver. The first step in your research is to work out the general mindset and styles that dominate your particular geographic area. Every state, city, town or area has its own mindset and styles that are unique to that place. If you have lived in the area where you practice, chances are you know them well. Additionally, it is smart to check with others from the area to ensure that your opinion agrees with the general consensus. If you are new to the area, ask locals, as they generally have a good idea.

Some examples are provided below to give you an idea of what one might list as the mindset and styles for his/her area.

Example #1:

Mindset: “Slow and steady pace”, “Friendly”, “Easy going”

Style: Earthy. Lots of greens and whites used in colors.

Old fashioned.

Example #2:

Mindset: “Efficient and Professional”, “Friendly”, “Straight to the point”

Style: Modern and Edgy. Lots of blues used in colors.

High-tech.

Next, identify the top three practices in your area and find out how they market themselves. Doing this will enable you to see which marketing approaches have been successful for your area. Looking at your three competitors’ websites is a good start, as well as looking in the Yellow Pages, local newspapers, Valpak/ADVO, etc., to see how they are marketing. Look for which words they are using to sell their services to people, which offers they are advancing and what their designs look like.

The next step is to identify the successful campaigns or promotional pieces you have created and used thus far. You need to look for any promotional pieces, slogans, brochures, ads, internal marketing campaigns, discounts and word-of-mouth success that resulted in notable increases in delivery. Again, pay attention to the words that were used, the offers that were put forward and the visual impact of the design. It is also good to consider the general demographics of your area. A good website that provides this information for free is: http://www.city-data.com. Gathering this data should enable you to get a good idea of both what worked for you and what works for other similar professionals in your area. It also provides you with a general impression of what people in your area like and will respond to.

This basic homework will provide you with a foundation of information that can be used as you work out new marketing campaigns, whether internal or external.

Fill out the form on this page to read the rest of this article and find out the second step in crafting a successful marketing campaign. (highly recommended). Click to scroll to the top of the page.

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Your Responsibility to Your Staff

Just as your staff has responsibilities to you and your practice, you likewise have several responsibilities to your practice and staff.

The complexity of active leadership can be best understood by breaking it down into its essential and integral parts:

1. Communication: It is vital for the owner of a practice to maintain excellent communication with his/her staff and to provide active and visible leadership. The following are key elements involving communication that you, as an executive, should implement:

a. Communication of Goals.
Determine the purpose of your practice (most often presented in the form of a mission statement) and communicate that to your staff. Impart the goals of the practice to the staff and keep them informed of the projects that you intend to implement to achieve those goals. The better informed your staff is and the greater understanding they have of such matters, the more likely they will be working in tandem with you.
b. Communication Tools.
There are some fundamental communication tools to implement in the practice; see to it that your staff uses them. These tools can be established and maintained by your office manager; but, as the senior executive and leader of the practice, you must reinforce them. Examples of those tools are: written requests or proposals, written office communications, written office policies and the use of an effective communication relay system.
c. Responding to Communication.
It is vital that you and your staff respond swiftly to written communication. When people do not receive a reply to their memos or emails within an appropriate and reasonable period of time, thereafter they become less willing to communicate. As a result, the business can have more problems on its hands. (Keep that in mind when reading the second part of this article.

2. Staff Meetings: It is also vital that you ensure that the practice holds staff meetings once per week. This is one of the most valuable opportunities available to you for educating staff, setting goals and targets, and handling problem areas that should be addressed by the staff as a whole. The communication lines within the business will strengthen considerably too.

You, as the owner and leader, in addition to your office manager, should continually strive to establish strong coordination and leadership for your staff. Any problems or disagreements between the owner and office manager should always be sorted out OUTSIDE of the staff meeting and should never be addressed in the presence of any staff.

Staff meetings run most effectively if the owner and office manager meet prior to the staff meeting to plan and coordinate those matters to be addressed with the staff.

Fill out the form on this page to read the rest of this article and find out why writing and implementing Policy in your practice, as well as setting Goals and Targets successfully, is so vital to achieving expansion. (highly recommended). Click to scroll to the top of the page.

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How to Deal with Canceled or Rescheduled Appointments

One of the most common problems doctors want help with is dealing with canceled or rescheduled appointments. If a doctor’s office has too much of this occurring it can wreak havoc on their daily production. Normally, when this is occurring it is a sign that the receptionist is not properly trained in scheduling appointments, managing the appointment book, or handling cancelations and rescheduling.

When you are getting a high volume of cancelations, you should ask yourself these questions:

  • Does your receptionist immediately reschedule a canceled patient/client?
  • Does your receptionist ask the patient/client to put the appointment in their calendar, phone, or day planner so they won’t forget?
  • Do you keep a record of the reasons behind cancelations for future reference and to implement any needed corrections?
  • Do you have any sort of policy regarding cancelations that is part of the “welcome to the practice” information given to patients/clients?
  • If you have such policy, do you enforce it?

Here are some other questions you should ask yourself as regards appointment no-shows:

  • What actions do you take when someone doesn’t show up for an appointment?
  • Do you call the patient/client after a certain length of time, e.g., 10-15 minutes?
  • Do you have any sort of policy regarding no-shows that is part of the “welcome to the practice” information given to patients/clients?
  • If you have such policy, do you show it to no-show patients/clients the next time they come into the practice?

The doctors we deal with are all asked these simple questions, and many more, when they are dealing with cancelations, no-shows, and reschedules. We recommend that you closely evaluate the management systems and training that you have in place with the staff members involved; then, fix or implement the proper procedures to reduce the number of patients/clients lost. This normally leads to increased production without any increase in marketing or staff expense, which, of course, leads to greater efficiency and net income in a practice.

If you would like more help dealing with canceled or rescheduled appointments or any other management topic, fill out the form to the right, and we will be more than happy to assist you.

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