By Diana Barsan

Healthcare offices are often judged by the number of new patients they acquire and consequently, most marketing efforts are directed at acquiring new patients. But in our rush to attract potential patients, we often forget about the patients we already have. Customer loyalty is about putting each customer at the center of your business.

Everyone knows that finding and building relationships with new patients is more expensive and time-consuming than maintaining existing client relationships. According to Norman Scarborough, assistant professor of economics and business administration at Presbyterian College, “it costs five times as much to attract a new customer as it does to keep an existing one.”

Here are 3 tips that will keep your patients happy:

1. Stay in touch. Set up a program that maintains contact with your existing patients. Make sure you don’t let them forget about your practice. The longer you go without reminding patients of your practice, the higher the probability that your patients won’t remember to refer to you, or schedule follow up appointments. There are various methods to get your message across: newsletters, direct mail, phone calls and social media interaction. As a rule, you should get in contact with your patients every 4 to 6 weeks.

2. Follow up with patients. Following up is key to patient satisfaction. Reaching out to patients personally will show that you value their business. It will also help shape and maintain a good relationship. This is a great business opportunity, because referrals from a satisfied patient can generate new patients for your practice. Your diligence and perseverance in following up with your current patients will help to determine how many potential patients you can convert into paying patients.

3. Entertain them. This is a fantastic opportunity to differentiate yourself from your competitors. You need to create a unique atmosphere, something that defines your brand. Offering great service is not enough. You need an element of surprise that will make your patients remember you. For example, you can encourage your patients to bring their favorite music and play it for them during their visit. This will develop an individualized relationship with your patients. Or you can provide personalized treats, like sugar-free candy and mints, or a brochure with daily dental health tips, etc.

These are simple techniques to provide customers with an additional reason to come back to your practice.

– Austin Bluffs Dental is a Colorado Springs dentistry using some of these tactics to strengthen their relationships with their patients.