How To Nurture Implant Leads With Intention
When a consumer believes they require specific dental care, they may conduct research to find their preferred provider for procedures such as dental implants. When these patients search for dental implants and find your office online, they are directed to a survey which they must complete before they are considered a new lead. Let’s talk about how we can turn that new lead into a new patient.
When patients submit their surveys, it is critical to follow best practices in order to successfully schedule that patient. Conversion rates are influenced when we meet our patients on their communication level.
Setting Expectations
After Receiving the Implant Survey
When a patient completes the survey through your website, it is critical to contact that patient as soon as possible. A simple text or email acknowledging the patient’s request and informing them of the next steps will make them feel valued. Here’s an example of how that might look:
“Hi, this is (name) with XYZ Dental. We want to thank you for completing your Implant Assessment. I would love to spend just a few minutes of your time learning more about your smile goals and how we can help. Would you like to schedule a Complimentary Phone Consult?”
Follow-Up Process
First, we recommend appointing an” Implant Champion” who will be in charge of ensuring that the leads are properly nurtured.
It is critical to respond to patients as soon as possible after receiving an implant survey. When patients submit an electronic request, they typically expect a response within 5-10 minutes. If they don’t hear back from one office, most customers will look for another that can respond quickly to their virtual inquiry. Keep the patient’s survey in mind and use it to help guide your call.
We recommend following the “Rule of 2’s” for the follow-up cadence.
- Reach out 2 times per week for 2 weeks, then add to a monthly recurring follow-up. Be sure to alternate types of communication and time of day for best results.
- Week 1, Day 1: (1 text and immediate call, 2nd call later in the day) Reach out to the patient within 5-10 minutes, or at the very least the same day, with a text immediately followed by a phone call. Sending a text immediately beforehand puts your phone # in their messages, allowing them to recognize it is your office calling to help.
- “Hi, this is (name) with XYZ Dental. We want to thank you for completing your Implant Assessment. I would love to spend just a few minutes of your time learning more about your smile goals and how we can help. Do you have a moment for a Complimentary Phone Consult?”
- Week 1, Day 3: (1 text and immediate call, 2nd call later in the day) Text and call the patient. Remember to send a text before calling.
- “Hi again, (patient’s name), this is (name) with XYZ Dental. I gave you a call a couple of days ago. We see you are interested in dental implants. Do you have time for a short phone call to help us learn more about what you are hoping to have done with your smile?”
- Week 2: Follow the same cadence as week 1.
- Final text example: “Hi (patient’s name), this is (name) with XYZ Dental. We haven’t been able to reach you. Are you still interested in dental implants? What questions do you have? Please save my number and reach out when you are ready!”
These initial nurturing attempts are best sent by a person rather than an automated system, allowing the team member to respond quickly if/when the patient responds.
By alternating communication methods, you increase your chances of actively communicating with the patient and scheduling them. This includes phone calls, emails, text messages, etc. It can have a significant impact on conversion rates to communicate with potential patients using their preferred method of communication.
When following up with potential new patients, remember to personalize your communication. It should be personal, thoughtful, and designed to initiate a conversation that can lead to a scheduled appointment.
Many front office team members are hesitant to call patients multiple times for fear of “bugging them”. In reality, we live in a fast-paced world and many people value your persistence in following up with them. It usually takes 7-10 attempts before you can schedule an appointment.
Helpful Tips & Tricks
- Assign an “Implant Champion”.
- This is one team member who is always monitoring new leads.
- However, this does not mean they are the only ones. All team members should actively monitor and respond to patient inquiries.
- Have a “HOT POTATO” mentality.
- Online leads move quickly; when that lead comes in think about the game Hot Potato. If you’re able, best practices are to respond to the patient within 5-10 minutes in order to establish a connection while the lead is hot.
- Use your resources.
- Remember to have implant resources readily available when speaking to potential new patients in order to feel confident moving through conversations.
- Meet patients on their level.
- Be sure to get comfortable utilizing all forms of communication your office has available to you. Some patients will appreciate phone calls, and some will prefer emails. Changing methods of contact can drastically increase potential conversion.
