Build Loyalty with Messaging
Build Loyalty with Messaging
Yesterday I was talking with a friend and a relative that is a dentist and he was talking about a coach that he's been going to and that coach is actually teaching him that after the end of the day, he should go home, pull out his cell phone, and start texting patients that had certain procedures done during the day, just to check in on them.
This dentist friend of ours said that already, he's seen a huge difference, but I noticed immediately there's a huge flaw in this, and this is something maybe you already noticed.
It's dependent on human nature.
So, what he's doing that's right is he's enhancing the humanity of his business by connecting with his customers. And, like he said, he's already seen an increase in loyalty and referrals and just the business in general.
It's all going to go up because of that connection with people.
But, it's got a major problem in it and the major problem is this: human nature.
He's got to remember every night to be consistent and go and do that. He's also texting from his personal cell phone, [00:01:00] which means it's not really scalable at all.
And not that scalable is the end of the world. I mean, if it worked and he was able to do it consistently, it would be fantastic.
But, what he could do instead, is he could have those different procedures done each day trigger through a connection.
I think he's probably using something like Dentrix, connect to Infusionsoft, set a tag based on the procedure, initiate a text message to the patient that would ask the question that he's manually asking right now.
Allow that to be able to create this personal connection or, in other words, enhance the humanity of his business and get all the same benefits his coach is wanting him to get, but without having to have human nature involved.
He's doing it well right now, and there's a good chance, because of him, he's a kind of a unique individual. He's very disciplined, very on top of things. He may do it for a long time.
But at some point, or at least some days, he's going to forget to do it or he's going to have too much going on and he's not gonna be able to get to it.
I know he's got a lot of other commitments outside of his [00:02:00] work, between his family and his church.
Because of all those things, they're going to start getting in the way and because he doesn't have this automation component to be able to facilitate initiating those conversations with patients, it's at some point going to drop off.
So that's the real secret.
If you really want to get good at connecting with people, that's why I wrote the book, "The Messaging Connection." I'd love to give you a free copy, by the way.
If you'd like a PDF and an audio version, you can just text LEARN to 949-835-5300 and I'll give that to you as a free gift from me.
I want you to get "The Messaging Connection because what it's teaching is that if you want to have a very profitable, long-lasting, great business, you have to connect with people.
And, the best way to do that, frankly, right now, is texting.
In the future, it may be something else, but right now it's texting.
So, you need to know how to text properly. You need to be able to make sure that you're mitigating the impact of human nature on your business with automation, but enhancing the humanity by connecting with people.
That's really at the core of what all business that are having [00:03:00] great success with text messaging are doing.
They're connecting with people by initiating conversations with open-ended questions, we call them conversation starters, and then segueing into a live conversation when the prospect or the customer or the patient responds back.
By having these conversations, you do build loyalty, you show and demonstrate that you actually care about them as an individual ,that you wanting to help them achieve whatever it is that your business helps them achieve.
When you demonstrate that, not just say it, but demonstrate it, you actually create a foundation for a business that can grow and grow profitably.
The secret to profit is actually to be really great at doing good things for the people that you serve and one of the best ways to do that is you have to communicate.
You have to understand what is it that they need at this time.
This applies not only in the sales process, but also in the customer retention process. How do you show people that you actually care about them?
Now, [00:04:00] lot of dentists, other medical professionals, and other professionals that sell by appointment or work by appointment will use appointment reminders.
And those are great. That's actually a good thing to do.
The problem is, that's usually the only time that these businesses text their patients or their customers. It makes the person feel very transactional, as though that transaction of the appointment is what's important and you're showing up so that they don't lose money by having an empty slot.
You can take it to the next level by going beyond just being transactional and being intentionally concerned about the patient or the client and asking questions that allow them to express concerns as well as needs so that you can better serve them.
The wonderful thing is, when you better serve people, they're happy to pay you whatever you ask.
That's the bottom line.
So, if you haven't already, I encourage you to get "The Messaging Connection."
I created an audio version of it. I read it out loud so you can just listen to it while you're driving around, exercising, whatever you want to do.
[00:05:00] Or if you want to read it, which I would encourage you to look through because there's some great recipes in the book as well, you can just text LEARN to 949-845-5300 and I'll get you a free copy of that in PDF and audio format.
You can learn these lessons, learn what not to do, which is as important as what to do. But if you get these concepts of trying to connect with people expressing your humanity, but mitigating the impact of your human nature, you'll see fantastic results in your business.
I hope that helps you today.
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