Do you have a clear protocol in place to ensure every patient receives Five Star VIP service? While most practices have documented systems to hold teams accountable, VIP service often lacks consistency, partly because it’s harder to standardize. Yet, it’s essential.
In many areas of life, we strive for perfection, but often settle into the 80/20 rule, where 20% of your patients consume the majority of your time, energy, and attention. These patients often cause stress and disrupt workflow, while the remaining 80%, the compliant, loyal ones, might not receive the premium experience they deserve simply because they’re “easy.”
Here’s how the 20% typically monopolize your time:
- Frequent appointment changes, often encouraged unintentionally by offering to reschedule too freely.
- Chronic late payments, leading to time-consuming follow-up.
- Habitual lateness, causing delays and backups that affect the entire schedule.
- Resistance to treatment plans, requiring repeated explanations and follow-up that waste both time and money.
These behaviors disrupt your schedule, stress your team, and negatively impact the experience for your other patients. Strong, written protocols can help prevent this.
Strategies to Consider:
- Track appointment history: Flag patients who frequently reschedule and avoid offering them prime appointment slots. Reserve those for reliable patients who value your time.
- Enforce consistent financial policies: Clear payment terms should apply to all patients. Avoid exceptions, those who request them often become your most difficult accounts.
- Set boundaries for late arrivals: Decide as a team how to handle tardiness, whether it means shortened appointments or rescheduling entirely. Prioritize patients who respect your time.
- Streamline treatment acceptance: Track how much time is spent explaining treatments and following up. If it takes multiple attempts to gain acceptance, the return on investment may not be worth the effort.
Ultimately, every patient should receive VIP service at every visit, not just the ones who demand the most attention. Don’t let the difficult 20% detract from the care you provide to the loyal 80%.
