Game 1: Before the patient comes to you

Christian Coachman believes that the first game to master is all about helping people to find you and convince them that they should choose you. How can we bring more people to our door? How do we show people the value we can offer before they arrive here?

What are our strategies for game 1?

• Master the compelling stories that demonstrate the full value of what you can offer your patients – and become better at telling them
• Reach out to more people to increase your audience
• Empower word of mouth from your existing happy patients

Game 2: The 1st and 2nd appointments

The second game dental offices need to win at is managing the patient’s experience throughout their first and second appointments in our dental office. This includes everything they experience from the moment they step through our door for the first time, to the moment they say ‘yes’ to their treatment plan – and the ways we can improve it to increase the chance of them becoming real clients.

What are our strategies for game 2?

• Enhance the experience your patients have at every single moment in your dental office
• Change the way you gather and process your patient’s information to offer a positive experience
• Wow your patient with a treatment plan presentation that demonstrates the value of your treatment for them
  
  

Game 3: Treatment and maintenance

We’re all too aware that often, patients expect dental treatment to be uncomfortable and even painful. So how can we change this perception? This is the third game Christian Coachman believes we need to master.

At this stage, our goal is to delight patients with an experience beyond their imagination. And after this, to exceed their expectations, surprise them and transform them from happy patients into loyal fans and promoters of our dental office.

What are our strategies for game 3?

• Improve the way you perform dentistry
• Change the way patients see your performance and the value they place on it

Creating your playbooks for these three games will bring home the trophies. It will equip you to understand the psychology and human behavior of your patients as well as how to create value. These are emotional moments, and emotion is key if we want to do them well.

In next week’s blog post, we will explain what Christian Coachman calls the Emotional Game and how you can use it in your own clinic to improve patient experience.