ODA Marketing Coach

Maximizing Referrals

You will always have a small group of patients who will consistently refer other patients to you. Treat your patients as if they are the most important person and assure them that their business is appreciated. Your respect will be rewarded and you may be sent one or many referrals. • Start with the phone call. First impressions are key. Make sure your phones are answered promptly and with a friendly voice.

• Prepare for the visit. Is your office welcoming? Are directions and parking easily accessible? • Create a referral plan. Does your staff know the importance of referrals? Consider developing a short script that staff can modify and/or promotional material that patients can take with them. • Thank your referrers. Send a thank you note for referrals.

Most people like to be recognized and this is a simple way to continue building loyalty. Referrals are a low-cost, high-return marketing tool. Understanding what patients respond positively to is a main factor in improving referrals. Consider making patient referrals a responsibility held by the entire staff. Copyright © 2021 American Dental Association. All rights reserved. Reprinted by permission. For additional resources on how to grow your practice, visit the ADA’s Center for Professional Success at ada.org/success

Future issues of the ODA Journal will include individual articles from this module, but you can see the module in its entirety at http://success.ada.org/en/practice-management/ marketing.