Webinar: Why 97% of Website Visitors Don’t Convert – And What You Can Do About It!

Did you know that most of your website visitors will not convert? Maybe. But do you know all the things you can do about it to increase conversion? Probably not.

Dr. Leon Klempner and Amy Epstein, MBA, partners and co-founders of People & Practice recently gave a webinar sponsored by SmileSnap about website conversion – or the general lack of it – and what you can do to improve the chances a web visitor becomes a lead.

Watch the full webinar by clicking here.

If you want to know more about how to supercharge your marketing and increase patient starts for your practice, contact People & Practice today by clicking here to request a free marketing analysis or call 888.866.DOCS, or email hello@pplpractice.com.

Reviews Even More Important Than Ever As Orthodontic Practices Reopen Post-Quarantine

As orthodontic practices transition to a new way of operating post-quarantine, People & Practice has been helping clients re-open successfully. At the same time, we’ve also been learning from their experiences.

One thing we know for sure is that managing your online reputation is as important as ever – perhaps even more so.

Comprehensive protocols are being put in place to protect patients and keep teams safe. It’s a new experience for everyone. By asking for feedback, your office engages with families, letting them know that their opinions matter during this sensitive time. At the same time, you learn how they feel about the new protocols.

This feedback loop is essential to our clients to optimize their protocols and reassure patients.

There may even be helpful recommendations that you can implement to streamline the process. Inevitably there will be hiccups along the way. We all know that. Collecting feedback privately ensures negativity doesn’t find its way to a public forum. 

At the same time, we really want everyone to read about the great experiences your office is providing, even with an added layer of PPE and social distancing! Authentic public reviews are at the heart of that.

That’s what People & Practice helps to build for our clients.

We already have a SmartReview workflow in place at most of our clients’ offices and we have rolled out new touchless features to replace the iPad systems we had previously relied on in-office.

A comprehensive marketing campaign of automated emails and text messages gently remind patients to give feedback after they visit the office. We also design posters to display in the office with a QR code (remember those? They’re easier than ever these days) that will send the patient directly to a feedback input form on their smartphone.

Based on the type of feedback (positive or negative) we direct the patient to one of two options:

If it’s a negative experience, the doctor is alerted immediately. Perhaps a parent felt that the office wasn’t implementing enough safety protocols or expressed frustration at the new office visit experience. In that case, we make sure that the patient’s concerns are addressed.

If it’s a positive review, then we ask the patient to post their review on Google and Facebook so others can see it and feel comfortable coming back to the office for orthodontic treatment or to start their journey to a new, healthier smile.

If you think you’re invulnerable to negativity, think again. Even our best rated clients who have never seen less than a 5-star feedback in their years with us are receiving negativity. Patients’ nerves are frayed; this is a trying time. With the added layer of protection our SmartReview system provides, our clients have felt much more comfortable with their doors open. Wouldn’t you?

Six Things to Do to Make Your Ortho Practice Experience Special Post-Covid

Some of our clients have said that they feel they can’t do any of the things they used to do that make the patient experience special at their practices. So we put together this short list of some ideas to help:

Custom Masks – Get some fun cloth masks made up or purchase some cool styles that are available now and give them away during first time office visits as a welcome back gift.

Hard of Hearing Friendly” Masks  – These allow for people to see your smile through the mask. Could be a nice way to feel like you’re connecting more with your patients.  

Big Welcome – When you reopen, for some patients, it will be one of the first places they get to go to since quarantine began. Make it a big deal. Have everyone shout the patient’s name when they come in the door (“Welcome back, Johnny!”). Since you will probably be seeing a limited number of patients at one time, this should be easy to do for the first few weeks.

Patient Appreciation Event: Drive In Movie – You’d need a large field and to rent a screen / projector system. Might need to do a few nights in order to incorporate the number of people you usually have at your events.

Birthday Surprise – Find a local shop to deliver cookies or something else fun for every birthday in your database.

Patient Appreciation Party – Host a Zoom party. Hire a virtual DJ (this is a thing now) and ask the patients to join. Give prizes to patients in attendance and offer them advice on orthodontic treatment. You can use this as a great way to inform patients on your new office rules post-Covid as well.

Ten Tips to Reopening Your Orthodontic Practice Post Covid-19

Certain parts of the country are preparing to reopen after weeks of enforced shutdowns due to the Coronavoius pandemic. As we open there are many things to consider, first and foremost is the health of our patients and staff. Here we present a quick round up of 10 things to consider when reopening to protect yourself, your staff and your patients.

  1. Staff communication about safety – Write up a plan for safety and then communicate with staff to set the mood and expectations about the new safety procedures.
  2. Address staff concerns – Have an open forum for Q&A and to address any concerns from your staff about safety and your expectations.
  3. Patient communication about safety – Tell them about your use of PPEs and address fears and concerns they might have. Have an email developed for patients focused on safety, which links to a document that explains your COVID-19 safety measures. Also think about in-office signage.
  4. Put a Covid Q&A on your website – And then promote it through email and social media. Also make sure your safety procedures are outlined on the website.
  5. Staggering Appointments – Make sure you do not overload your office and staff. People will understand that it will take some time to get them back into the office because you are taking the proper precautions.
  6. Patient check-in changes and restricted office entry – If your waiting room is closed (it should be) then explain how the check in process will work moving forward. Who can be in the office and when? Spouses, friends, caregivers, and parents should wait outside. They can bring patients to the front door and hand-off to tech for the actual appointment. No chairside loitering.
  7. Reduce surface areas and touching – Use a plexiglass separator for the front desk and remove all takeaway material like displays, models, brochures and flyers.
  8. Resupplying – Any supplies should be mailed whenever possible or a safe handoff made during appointments or outside of the office.
  9. Sanitization procedures in place – Have explicit procedures for sanitization and make sure staff are responsible for it. Make one member of your staff the sanitization lead. Communicate your plan to patients.
  10. Virtual appointments – Continue the use of virtual appointments whenever feasible to limit patient traffic.

If you want to know more about how to supercharge your marketing and increase patient starts for your practice, contact People & Practice today by clicking here to request a free marketing analysis or call 888.866.DOCS, or email hello@pplpractice.com.

READ: Long Island Orthodontists Continue to “See” Patients Virtually

People & Practice and three of our clients were recently featured in a great article on teledentistry for orthodontists on LongIsland.com. In the article our orthodontic clients spoke about their feelings when Covid-19 lock downs began and how People & Practice helped them prepare for a practice with patients in quarantine.

The doctor will see you now, virtually. Here is how Long Island orthodontists have adjusted to life with patients in quarantine.

So many Long Island businesses have had to adapt to the shelter-in-place orders and shut-down of non-essential businesses. While most medical practices could remain open, non-emergency dental treatment was deemed too risky to continue.

This put local orthodontists in a predicament. While no one would die if they missed their next appointment, orthodontics is an ongoing treatment process that requires adjustments, monitoring, and occasionally, a situation needs to be addressed immediately (think of those wires coming loose and poking the inside of your mouth.)

Luckily, orthodontists had options and they’ve been able to use them to “see” patients using what is called telehealth technologies, or in their cases, teledentistry.

Click here to read the full article.

Planning For the Best: Virtual Orthodontic Strategies To Survive COVID-19 Shutdown

By Leon Klempner, DDS and Amy Epstein, MBA

The shock of this crisis is subsiding and we have all learned that social distancing is going to be a way of life for a while. Businesses have begun to adapt by going totally online or converting to a model that doesn’t include putting people together into a small space. Restaurants, liquor stores, and even boutiques are doing curbside pickup and delivery. Companies have adapted video technology like Zoom and teachers are holding class and grading assignments on Google. Everyone except the most essential workers are working remotely now.

This is what we are calling the “new normal” and it’s not the time for orthodontists to project the message that they are closed for the duration. In fact, just the opposite is true. Your patients need to hear from you now, more than ever. They need to be reassured that we can make this work for them and that we are still here for them.

Our industry relies on in-patient treatment to be effective – there is no getting around that. But orthodontists can help mitigate the impact it has on patients as we practice safe social distancing and even temporarily close our offices. Have you thought ahead to a time when we begin opening up the economy again? How many patients can you see at one time? Are you prepared to see 3,000-5,000 patient adjustment visits from day one when you reopen?

You can avoid disaster by rolling your adjustment appointments right now. We have been recommending our clients confirm, not cancel scheduled appointments. Part of a good strategy to help you continue to serve your current patients and even attract new ones includes telehealth technologies.

There are plenty of technologies out there that can enable us to do virtual appointments via photos/video and engage new patients and answer many of their questions. Here’s how it works:

For existing patients, instead of coming into the office, use a free or inexpensive photo/video conference application like SmileMate and Photo monitoring Lite by Dental Monitoring or even have your web developer include a photo uploader onto your site. Patients can use their smartphone or laptop to upload their progress photos. Review their photos before their scheduled appointments and then keep the appointment via video instead.  Most people have been using these video chat platforms now for a few weeks and are very comfortable with them. Doxy.me and Zoom are popular choices and since HIPAA laws have been temporarily suspended you can even use FaceTime to consult with patients remotely.

Don’t think you have to hit pause all of your initial consultations either. If a new patient contacts you wondering when they might be able to come in for an appointment, offer a free video consult. SmileMate by Dental Monitoring, Rhinogram, SmileSnap and Digital Smylz are all perfectly suited for scheduling a consultation virtually. Although you can not do a physical exam or take radiographs, you can give general information and answer questions about insurance eligibility, financial arrangements and estimate treatment time.  As soon as it is safe to do so, you will be ready to begin treatment with a new patient immediately.

Many of our clients have already implemented these platforms and strategies into their workflow and are seeing success. They create blog posts, welcome videos and advertise that they are “open” for business, at least virtually.

We also have a “Virtual Appointment Resource Guide For Orthodontists” that we are giving to orthodontists as a PDF for free. You can find it here.

Keeping appointments via video conference is an opportunity to reassure your patients that everything is okay and you are readily available for any emergencies or help them track progress so they don’t lose ground while sheltering in.  Most importantly, you connect with the patient, reestablish your relationship, and demonstrate your value.

Leon Klempner, DDS and Amy Epstein, MBA are co-founders of People & Practice, a digital marketing consultancy exclusively for orthodontists. They also host The Survival Guide for Orthodontists (www.pplpractice.com/podcast), a podcast dedicated to making you the authority in orthodontics to prospective new patients in your community. People & Practice builds trust in your practice online to help you get new patients in a digital era by convincing them (before even meeting you) that you’re the practice to choose. For more information or a free marketing analysis, go to  https://pplpractice.com/virtual-orthodontic-practice, call 888-866-DOCS or email leon@pplpractice.com.

Image: Image by Tumisu from Pixabay

Important: Strategies for Orthodontists Dealing With the Coronavirus

Our latest podcast is a special one to address the coronavirus COVID-19 crisis and how it is affecting the orthodontic industry. Our industry relies on in-patient treatment to be effective – there is no getting around that. But we can help mitigate the impact it has on our patients as we practice safe social distancing and even temporarily close our offices. Part of that strategy includes telehealth technologies to help you continue to serve your current patients and even attract new ones.

In this podcast we talk about our strategies to help orthodontists get through this crisis and we speak with Dental Monitoring CEO & Founder Philippe Salah.


WATCH: Take Back the Easy Cases

Have you been watching our Monday Motivation series? Check them out by following us on Facebook and LinkedIn. We publish a new video every other Monday morning.

In case you missed it here is our most recent Monday Motivation video… What happened to the easy cases? Have we let opportunity slip through our fingers? Taking back the easy cases is the subject of our video today. How can we recapture what we lost and change the conversation about independent ortho practices.


READ Our Latest JCO Article: Disrupt the Disrupters of the Orthodontic Industry

I’m going to drop some truth on you right from the start. You might have a solid, traditional marketing program that brings in patients, but it is not going to be enough. The long game isn’t in your favor, because new technologies are emerging all the time to eat away at your business as your clientele gets younger and more technologically savvy, demanding convenient services and almost entirely digital communication.

To quote the great philosopher Yogi Berra, the future ain’t what it used to be. The orthodontic industry has changed, and there’s no going back. Conventional private, fee-for-service practices are finding it harder to compete for a smaller slice of the same pie. Direct-to-consumer (DTC) clear aligner treatment options are commoditizing our business, causing downward pressure on fees and automating services to the point where a segment of orthodontics is as transactional as an Uber ride…

Click here to read the full article.

Our Next Podcast Guest: Dr. David Sarver

We speak with Dr. David Sarver, a world-class orthodontist practicing in Alabama, author of multiple books on the industry including a brand new one just released , and a prolific speaker with over 400 engagements under his belt in the United States, Europe, Australia and the Middle and the Far East. He also played Division 1 basketball in college. Dr. Sarver talks to us about his unique take on building trust in a practice for both the young clinician and the established orthodontist.

Topics covered also include:

  • Thoughts on differentiating a practice based on quality and trust
  • Considering the aging smile in your treatment plan
  • The value both clinically and as a marketing tool of bringing patients back over the years for follow up appointments
  • Personal growth and knowledge needed to bring the highest quality care to your patients

About Our Guest:

Dr. Sarver received his DMD from The University of Alabama School of Dentistry and M.S. in Orthodontics from the University of North Carolina in 1979. He is a Diplomate of the American Board of Orthodontics, a member of the Edward H. Angle Society of Orthodontists, a Fellow in both the International and American Colleges of Dentists and is a Fellow of the American Academy of Esthetic Dentistry.

In addition to his private practice, Dr. Sarver’s book, “Esthetics in Orthodontics and Orthognathic Surgery” was published in September 1998. He is also co-author (with Dr. Proffit and White) of the surgical text “Contemporary Treatment of Dentofacial Deformity), and is co-author the 4th and 5th editions of Proffit’s classic textbook “Contemporary Orthodontics”. He has given more than 300 professional presentations in the United States, Europe, Australia and the Middle and the Far East.