MPOD - dental marketing

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Do You Feel Me?

Do You Feel Me?

Born_to_feelThe patient journey has been hammered to death. First by Paddi Lund, then Barrow, and most dental consultants. Much of the work is process…do this, do that, then the other. Simply put, your PATIENT PATHWAY is how you make humans FEEL.

Many still don’t get it’s about emotion. Emotions are motivation. Feel sad, cry. Feel happy, smile. Feel understood, buy. Feel the unexpec-ted, refer.

A new corporate market is emerging to tap into the FEEL ECONO-MY. *Take KPMG Nunwood, a global accounting firm now speciali-sing in a new to me category: CEM – Customer Experience Manage-ment, they have created a worldwide customer experience excellence centre, a CEM benchmarking business. Their purpose, ‘To create brilliant experiences, we define international best practice and understand how it is managed.’

It’s a shame they don’t practice what they preach. Their site lists all their consultants’ career biogs, yet nothing makes me FEEL any connection to the humans whatsoever. I do not know what they do outsi-de of their work. If I don’t know them how can I trust them?

Anyway Pirate, there are lessons to be learnt from these dry souls, but first what are the benefits of mapping out your patient experience…

‘The UK customer experience top 100 achieved double the 5-year revenue growth of the FTSE 100. Organisations that have over 50% employee engagement retain over 80% of their customers.’ Ac-cording to their research.

PILLAR # 1. Personalisation – Using individualised attention to drive an emotional connection.

PILLAR # 2. Time and Effort – Minimising customer effort and creating frictionless processes.

PILLAR # 3. Expectations – Managing, meeting and exceeding customer expectations.

PILLAR # 4. Integrity – Being trustworthy and engendering trust.

‘Brands such as Disney create a true feeling for visitors,’ the company notes. ‘That’s similar to what we’re aiming to create at JetBlue. Through our promises, we’re aiming to become world-class in hospitality by elevating everyday transactions to meaningful interactions.’

PILLAR # 5. Resolution – Turning a poor experience into a great one.

PILLAR # 6. Empathy – Achieving an understanding of the customer’s circumstances
to drive deep rapport.

Today, I have two examples of how to increase ‘patient’ experience and both are winners of the UK Customer Experience Awards.

EXAMPLE # 1. first direct – ‘the unexpected bank’ – scored 8.27, proficient in every aspect of The Six Pillars (see below), creating an overall experience that is efficient, empathetic, and personalised. First direct create ‘memorable moments’ for their customers that are new, novel or personally meaningful, and as KMPG say, ‘it can provide pleasure peaks in the overall experience’. As one customer explained: ‘When I happened to contact them on the anniversary of my joining this bank, they very kindly sent me a box of three wines! On the very rare occasion an error has been made by first direct over the past 20 years, they are very apologetic and have always sent a case of wine!’
Customers also have the freedom to contact the bank via Twitter.

EXAMPLE # 2. This care home company has gone through constant change and continues to do so. Here, from their website, they answer moving out of the home objection with their ‘Home Promise’. How can you replicate this for your Trust Package and what happens at your visit email?

‘Taking Care To Know You, So Everyone Feels At Home”

We believe that feeling looked after is as much about creating a sense of home as it is about providing quality care. It’s making sure that our residents and relatives have the confidence that we’ll look after them really well, and that means understanding who they are and how we can make them as happy as possible.

We know moving home is an emotional and challenging time at any age, but it can be even more so in later life. That is why we have developed our Home to Home Promise, which starts with our people listening hard to what will make the move as smooth as possible – and to what will quickly make everyone feel at home.

Our Home to Home Promise

Our promise to you clearly sets out our Welcome Standards to help you settle and make the most of your new home.

Before Moving In

• We will give you guidance on how to choose the right care home for you and give details of others who could provide further useful advice

• You and your family and friends will be encouraged and welcomed to spend some time at the home getting to know us

• You can share, not only the type of support you need, but your way of life, your likes and dislikes and what, and who, is important to you

• We will provide advice, such as the practicalities of what to bring with you as well as support for you and your family about what to expect when moving to a care home

• We will help prepare your bedroom with some of your most treasured things before you move in

On Arrival

• You’ll be given a warm welcome and a big smile

• Served with tea, coffee or something else – just as you like it – along with home baked goodies

• Your room will be fully prepared, ready and waiting for you

• Your main Carer will welcome you and introduce you to the home 

Your First Day|

• Your friends and family will be welcomed to the home to help you settle in and spend as much or as little time with you as you prefer

• We can introduce you to fellow residents, especially those with similar hobbies and interests

• We will invite you to a personal tour of the home so you can find your way around You can discuss your food preferences with our Chef

Your First Week

• You will be given the opportunity to review your individual care plan with your main Carer

• You can discuss your hobbies and interests and any new goals you have with our Personal Activities Lead

• We’ll help you with the small stuff, like remembering new names, as well as the bigger things like missing your old home

• You will be asked for feedback to make sure we are doing everything we can for you

• You can meet with the Home Manager and you’ll be encouraged to get involved with making decisions about your care’

Do you know how many steps it takes to get from your front door to reception? Do you also know what she sees, smells, hears, FEELS, touches in those first few vital moments? Every patient has a birthday just once a year, don’t waste that opportunity to make her feel fantabulous. Do you feel me?

5 MINUTE MAGIC WINDOW TO MORE PATIENT CONVERSION

5 MINUTE MAGIC WINDOW TO MORE
PATIENT CONVERSION

 

The-Game-Changer-2015-QNET

Every Dentist Has This 5 Minute Magic Window. 

Just one of the FUNDAMENTAL ideas we are teaching
at the 4th upcoming ‘Heart & Mind Patient Conversion’ Programme November 2. Manchester Airport. 

 


Face to face building of T.I.P- trust, influence and persuasion. (Selling Is For Amateurs).

RECORD BREAKING MONTH

“One thing I would add, having sat in on consults since Heart & Mind..is how the associates having taken themselves away from the “clinical environment”. All previous consults were being done in surgery chair..none are now!! Previously associates didn’t want to come away from the surgeries. All smile consults are happening in our TCO room which came from them.

Another big GAME CHANGER, I feel, is since Heart & Mind is that associates are sharing their “back story” for example one sharing the reason he so desperately wanted ortho and how much it changed his life and confidence. That connection with the patient has massively affected our conversions to New Patient exams from smile consult. That is a marked difference since heart & mind!”

—Leanne Skelton.Practice Manager, Tailored Dental Group. 

Raising owners (and associates) confidence… raising conversion and production. 

Increasing your FREEDOM!

Information: Email Vicki@MPODTEAM.COM, 0113 827 2249 Only 5 places left.

Your Team Are The Heart of Your Business. How Do You ‘Praise’ Them?

Your Team Are The Heart of Your Business. 

How Do You ‘Praise’ Them? 

From the desk of Vicki Mayson 

spot prizeI’ve just handed out two ‘On The Spot Gifts’ to two team members that have helped me out this week.  And come to my rescue with some much needed resources, “Thanks guys.” That got me thinking, how do YOU praise or reward your team?

Here’s a look at what we do at MPOD….

As some of you will know we use TINYpulse “Cheers for Peers” which is a fantastic tool.  If you haven’t already got it you should take a look – we take it one step further and we hold Cheers parties every month. The person with the most cheers and the person who gave the most cheers receive a prize, (we have an extra-long team break with cake and we read out all the Cheers that have been given for the previous month).

Plus we also have our “On The Spot Gifting Box” where we hand out a gift to team members who have gone out of there way to do something or put a great idea forward or done something that little bit different.

We also do most of the tips and ideas I’m sharing with you here.  I hope some of them come in handy, it’s nice to have a good mixture of ways to appreciate your team.

Here’s My Top 10 tips

  1. Go old school and send a card, rather than giving a team member a pat on the back or high five, send a card to their home. Don’t just leave it on their desk or hand it to them.
  2. Take photos of your team’s accomplishments or take candid shots of them hard at work. Celebrate their contributions by creating a collage on the office wall or staff room.
  3. Spontaneous treats;bring in doughnuts one morning or chilled drinks on a hot afternoon. Let your team take a quick break to kick back and relax before they go back to their task at hand.
  4. Put a sincere acknowledgment of a team member in your ‘Done For You’ newsletter. This takes only a few minutes of your time but creates long-term ‘trophy value’ for the team member.
  5. Tell a team member’s story of accomplishment at your huddle. Detailed stories are perceived as more interesting, meaningful, thoughtful, and memorable.
  6. Take a team member to lunch to show your appreciation. Remember to do more listening than talking.
  7. Say ‘thank you’, an all-too-obvious, yet highly underused form of appreciation.
  8. Surprise treats, at the end of the day when everyone’s gone home, stick a chocolate bar, their favourite snack, or treat in their desk drawer. They’ll be able to start their day off on the right foot after they’ve found their surprise.
  9. Recognition Day, or on team bonding days keep a section back and organise a formal team recognition day at work. Make a whole event out of it with food, awards, and team building activities.
  10. Offer new professional opportunities. Show you have faith by giving team members new responsibilities and projects. Give them clear objectives, and then support them as they reach for these goals.

Why not share some of your top tips on team appreciation on our MPOD Members Facebook page?

Until next time

Find Out More - Free Discovery Call With Cally

Want to know more about what MPOD can do for you and your dental practice? Complete the form and we will contact you for a 20 minute discovery call to find out more about you and your practice, your goals and ideas, and to see where we can help you improve.

  • MPOD Membership
  • Lead Generation Systems
  • Treatment Plan Conversion Days
  • Rise Up Program

(Most Dental Practices can profit from at least 25 % more visitor conversions with these proven tactics in place.)

Let us be honest with you. Bespoke sessions, and the breadth, depth, and honesty of Cally’s findings – make a refreshing change. You’ll be glad to know she does not spout jargon, and numbers; only return on investment.

She is NOT a cool techy kid. She is a dental marketing strategist! She speaks the truth. So please don’t expect a sales pitch!

Please Complete The Form For Your Free Consultation

Read terms and conditions here

We hate spam and will never rent or sell your details to anybody

Follow Up Is the Key!

Follow-upFollow Up Is the Key! 

From the desk of Mike Leach 

You all want more new patients, right? You all want to see more leads coming into the practice, more growth, and ultimately more profit. Correct me if I’m wrong.

It’s the same for any industry – more sales = growth = profit.

Great, now we’ve established the goals. Step 2 is to generate leads that can be converted into sales.

Now that is tricky. How do you generate more leads, but not just any old lead it needs to be the right lead? Well you come to a company like MPOD and we’ll do that for you through a combination of on- and off-line marketing.

Please understand that at this stage in the process the job is only half done, you need to convert that lead into business.

Now, at this point, this is where many practices fail. They fail to make the most of the lead, they fail to follow up.

The truth is that converting a lead is difficult. The way we work is to add as much personality, authority and just enough treatment information to your website so that when the lead walks through your practice door you don’t have to do much to get them over the line.

Did you know that at MPOD we offer extensive conversion training to all our on-line clients to make sure that they have the best possible chance of converting new leads? If I’m honest it’s only recently that I began to understand what a massive impact this has on practices, especially new practices that are not used to dealing with leads from Google and Facebook.

But here’s something interesting: not every lead is ready to convert on day 1. No amount of personality and authority can set all leads on the express lane to conversion. For many leads this is simply the first step on the ladder. An initial enquiry to find out more about the treatment perhaps.

That means this lead needs to be followed up over time. Yes they will receive an email from the practice if they have completed a web form, yes they will receive a further phone call or email from the practice to try and book them in for an appointment, but what then?

We’ll add all your leads to a sales funnel to ensure that they receive a copy of your monthly newsletter and a copy of your mid-month broadcast email. That helps to keep your practice in the client’s mind, but that’s not enough.

The fact is you need to be doing more. You need to be scheduling regular contact calls with these leads to try and entice them into the practice and move forward with treatment. Maybe an internal letter campaign with an offer to entice them in. Perhaps an open day or event at the practice, or maybe we can do some remarketing to those leads with a follow up message.

There are lots of options available and lots of reasons why you can justify contacting that person again. If they ask not to be called again, make sure you send them a pack in the post, so that when they decide they are ready to proceed, your information is sat there in the top draw waiting to be looked at again.

It’s all about the follow up guys. We can only do so much.

Find Out More - Free Discovery Call With Cally

Want to know more about what MPOD can do for you and your dental practice? Complete the form and we will contact you for a 20 minute discovery call to find out more about you and your practice, your goals and ideas, and to see where we can help you improve.

  • MPOD Membership
  • Lead Generation Systems
  • Treatment Plan Conversion Days
  • Rise Up Program

(Most Dental Practices can profit from at least 25 % more visitor conversions with these proven tactics in place.)

Let us be honest with you. Bespoke sessions, and the breadth, depth, and honesty of Cally’s findings – make a refreshing change. You’ll be glad to know she does not spout jargon, and numbers; only return on investment.

She is NOT a cool techy kid. She is a dental marketing strategist! She speaks the truth. So please don’t expect a sales pitch!

Please Complete The Form For Your Free Consultation

Read terms and conditions here

We hate spam and will never rent or sell your details to anybody

Demographics, Decisions and Dilemmas

age demographicsDemographics, Decisions

and Dilemmas 

From the Desk of Cally Gedge 

What are demographics and why do they matter? 

One of the earliest studies of demographics dates back to 1662 they are basic studies of population looking at age range, population size, spread of people etc.

Why do they matter to your practice?

Demographics can be key when marketing into any area.

For example,  if your main demographic in your town or city are women aged between 20 and 35 years your main product would of course be Ortho, not implants, though you might want to chip into the right areas and find out where your implant prospects are grouping.

Does this make sense…?

I recently posted an example on MPOD´s Members´ Facebook pageage distribution

 

 

 

 

This infographic is based on social media.

Again look at this age range and the type of social media relative.

A question we get asked continually at MPOD is which social media site should we work on.

Again check the demographic on your town or city and aim at this age range suitable to the right social media site.

How do you do this?

Just simply Google:

  • Demographics for “town name”
  • You will be given statistics from local authorities, which you can use at will.

So before investing into any area know your demographics, know how condensed the population is or where the hot spots are for your specific high end treatments.

If you want any help with anything related in this area please let me know and I will be more than happy to get involved.

Find Out More - Free Discovery Call With Cally

Want to know more about what MPOD can do for you and your dental practice? Complete the form and we will contact you for a 20 minute discovery call to find out more about you and your practice, your goals and ideas, and to see where we can help you improve.

  • MPOD Membership
  • Lead Generation Systems
  • Treatment Plan Conversion Days
  • Rise Up Program

(Most Dental Practices can profit from at least 25 % more visitor conversions with these proven tactics in place.)

Let us be honest with you. Bespoke sessions, and the breadth, depth, and honesty of Cally’s findings – make a refreshing change. You’ll be glad to know she does not spout jargon, and numbers; only return on investment.

She is NOT a cool techy kid. She is a dental marketing strategist! She speaks the truth. So please don’t expect a sales pitch!

Please Complete The Form For Your Free Consultation

Read terms and conditions here

We hate spam and will never rent or sell your details to anybody

Treasure Map 2018 – Why it’s important to bring your Team to Treasure

Treasure Map 2018 – Why it’s important to bring your Team to Treasure 

From the desk of Tony Gedge 

Grey Holme

In An Engaged World Warren Martin from Greyholme Dental Suite are Engaging Their Team.  Here is what Warren said…

“The Team come because, I mean, I’ve been to conferences before not necessarily Treasure Map, but you come away with all these ideas of what you want to do, what you want to implement and it’s like banging your head against a brick wall, you come home and they all sort of, previously they’ve looked with raised eyebrows “oh he’s been on a course, give him a month and we’ll be doing the same thing as we always used to”.  That’s been a challenge previously, unless you are there you don’t get the energy of the conference itself and it’s great for them to experience it first-hand…..”

Watch the rest of the video with Warren and listen to what else he says about why it’s important to bring the whole of your Team to Treasure….

Find Out More About Treasure Map

Complete the form below or call 0113 827 2249 Discover More About Treasure Map Please add your details to the form below or call 0113 827 2249 Complete the form below or call 0113 827 2249

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Treasure Map 2018 – Team to Treasure

Bankview (2)Treasure Map 2018 – Bringing your Team to Treasure 

From the desk of Tony Gedge

 

In An Engaged World Khalid Master from Bank View Smile Studios are Engaging Their Team.  Here is what Khalid said…

“The two of us had decided that we had to take everyone to Liverpool, Treasure Map 9 we brought about 12 people and we brought 12 people this year as well.  You have to bring the whole team because as I said to some members who I met at Treasure Map 11 recently that if you are trying to take in all of that information, you go back, you are energised, clearly you are, you are full of ideas, but realistically I think it is impossible for you to relay 16 hours of knowledge, enthusiasm, ideas into a team and a group of people who were just not there to experience it themselves, you have to be there to understand and appreciate”

Watch the rest of the video with Khalid and listen to what else he says about bringing the whole of his Team to Treasure…

 

Find Out More About Treasure Map

Complete the form below or call 0113 827 2249 Discover More About Treasure Map Please add your details to the form below or call 0113 827 2249 Complete the form below or call 0113 827 2249

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Sat on the Laps of Giants – Treasure Map: Results Rule – Part 2

Jon and TeamIMG_4783Sat On The Laps of Giants 

Treasure Map: Results Rule 

Part 2 

From the Desk of Tony Gedge 


At Treasure Map Results Rule we introduced a new concept.  A panel of five experts. They answered many questions but did not have time to answer them all.

Join Jon Swarbrigg and Tony Gedge on…

  • Motivation: How to keep your team motivated. Five unheard of ideas

  • How to get other team members more ENTHUSIASTIC about their work

  • Team Buy In:  How Not To

  • Plus Much Much More


Everything you wanted to know about motivating your team but daren’t ask.

Here’s what Sat Kelley from Heath Dental Practice had to say about bringing his team to Treasure Map… 

Hello. I’m Sat Kelley. I’m a principal dentist in Solihull in a practice that I’ve had for 12 years now. I’ve been working with MPOD for six, seven years maybe, been through all the different processes, Royal Ruby Red, attending Treasure Map every year. Brought my team most years, my team’s with me again today.

Probably the two most important factors that bring me back time and time again, is one, we face with all sorts of problems in the practice, everybody does. Doesn’t matter what practice you have, it’s never 100% perfect and as a principle, you lose motivation and coming to one of these events, motivated by the enthusiasm of all the different delegates, Tony and his team, but most importantly, you realize that everybody else is having the same problems that you are and it stops you feeling slightly less of a failure, if you like. So it peps you up, it keeps you going again and that is probably the most valuable part of it.

You get nuggets, you get golden nuggets, things you’ve forgotten, things you haven’t even thought about but that camaraderie, the family feel of the MPOD setup, the team, the delegates, everybody, and their willingness to share, is probably the most important part of it for me. So, I’ll be coming back as long as these guys haven’t retired, I’ll be coming back year on year.

Find Out More About Treasure Map

Complete the form below or call 0113 827 2249 Discover More About Treasure Map Please add your details to the form below or call 0113 827 2249 Complete the form below or call 0113 827 2249

Read terms and conditions here

We hate spam and will never rent or sell your details to anybody

Retarget Marketing… What’s That All About? By Mike Leach

Retarget Marketing … what’s that all about?

 From the desk of Mike Leach 

remarketingYou’ve probably heard about retarget marketing before or remarketing as it’s sometimes called, but you might not fully understand what it is and how it works.

The concept is quite simple and you’ve perhaps seen it in action if you’ve been on Amazon or Booking.com.

Let me explain … You’ve been searching for a hotel on booking.com and then you open up Facebook and low and behold there´s the hotel, or other hotels in the same city, in an advert in the side bar. That’s retargeting. Booking.com, or whoever, have followed you across the web by use of a cookie and are reminding you of the hotel that you looked at.

Reality is, retargeting for dentistry is not quite as easy, but last month we cracked it! And we did it all through Facebook.

As you probably know, we run lots of successful Facebook advertising campaigns for our Lead Generation members. What I’m able to do is track, again by the use of a cookie, each person that lands on your website/page that originates from Facebook.

Facebook compiles those people in a list for me which I can then use as a mailing list if you like. I can then show these people, and only these people another treatment ad as a follow up reminder.

The trick is, to make the campaign work you need to have the right follow up ad. I had an idea that we should use a video to follow up the original image ad, and the video should contain 3 promises/3 reasons why they should choose you for straight teeth braces.

The video is then loaded as an advert on Facebook and will only show to people that have landed on your straight teeth page, via Facebook, in the last 30 days.

So what happened? Well, I checked the figures and there were a whopping 61 calls from the call tracker number displayed on the video. That’s not including people that either clicked on the link to go to the Facebook page or the website.

In truth, this was for a well-established client, with a large Facebook following, and a high number of hits to the website, so not everyone will achieve the same results. However, it does prove that retarget marketing can be a new weapon in your armoury.

Why are you still reading this article? Go and get a camera and reveal your 3 reasons why I should get my teeth straightened by you!

For all you Lead Gen members out there, we can discuss this on our next monthly call.

Until next time

mike leach mpod

2017 SURVIVAL STRATEGY # 6 – INVESTING IN YOUR PEOPLE – PART 5

 2017 SURVIVAL STRATEGY # 6 –

INVESTING IN YOUR PEOPLE – PART 5 

From the desk of Tony Gedge 

mike leach mpodResult-A-Holic # 5 Mike Leach

“How I Generate 20,076 Website Clicks, 2,808 Prospect Calls, 636 Lead Capture Forms Filled In, 744 Webforms Completed, With An Average Website Conversion Rate of 13,08%. Quick Modelling of Online Success”

MPOD head online honcho Mike Leach, avid supporter of Liverpool, for his sins, is responsible for managing £124,112.16 on Facebook advertising and £279,967.78 on Google AdWords, that’s a total of £404,079.94.

LEAD GENERATION AND CONVERSION tactics and strategies, and insights that work best in today’s highly sceptical consumer dentistry market, especially as spending shrinks due to BREXIT…and exactly what every TEAM needs to be doing to double the number of website clicks, calls, lead capture forms filled in, webforms completed, and double your website conversion rate.

 

 

Find Out More About Treasure Map

Complete the form below or call 0113 827 2249 Discover More About Treasure Map Please add your details to the form below or call 0113 827 2249 Complete the form below or call 0113 827 2249

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MPOD: Marketing Pirates of Dentistry

Tel: 0113 827 2249  Email: talk2us@marketingpiratesofdentistry.com

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