Donald DeHaven, CPA | DeHaven and Company, Inc. | 10945 State Bridge Rd. STE 401-449 | Alpharetta, GA, 30022 | 404-902-6121




Don DeHaven, CPA

USA Dental CPA

DeHaven Inc.


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9 Tips to Dazzle and Retain

Your Top Patients


Your top patients are your most important patients in your practice, and it’s important that you keep and hang onto them as long as possible.


It’s much more cost-effective in most business models to retain repeat or high-value patients than it is to find new ones.


Here are nine tips you can use to dazzle and delight your top patients:

1. Know who they are by name.
Do you know which patients generated the highest sales for you last year? If not, let us run a Sales by Patient Summary sorted by descending revenue for you to be sure. Your top patients will be listed on the first lines of this report. These are the patients you should be contacting or staying in touch with, having lunch with periodically, or doing a few extra things for.

2. Know who sent the most business to you.
Do you track referrals? If not, you may want to consider adding a field to your accounting system if there’s room. At the least, you can use the report generated above and add a column to it labeled referral source. Drop in the person’s name that referred the patient to you. Once you’ve completed the field, you can re-sort it to total up the dollar value of each referral source.

You should be in monthly contact with these folks, just as if they were your top patients and even if they’re not a patient at all. Make a plan to lunch with these individuals and/or do something extra for them periodically to let them know you appreciate their referrals.

3. Ask patients how they would like to be contacted.
Do your patients prefer to be contacted via email? Phone? Text? In person? If a patient hates being called on their cell phone, wouldn’t you want to know?

Everyone is different, so find out by asking, and make a note in their file. Also find out how often they’d like an update. Some worriers might want to know daily, others prefer a short monthly email. The best time to do this is during patient onboarding or at the time of the first appointment.

4. Find out what patients need from you.
At the end of each appointment, ask your patient two things:

a. How could we have served you better?
b. What else can we do for you?

Then empty your mind and really listen. Take copious notes, don’t defend yourself, and thank your patient. Think about what they said, and implement what makes sense.

5. Provide a patient service contact and great support.
Does your patient know who to call when they need to talk with someone in your practice? If the patient has a follow up question on their procedure or appointment, let them know what to do ahead of time so they won’t feel lost.


This will make the patient feel at home and will have them coming back because of your great support experience.

6. Practice "consumption marketing"
Consumption marketing is helping the patient fully consume their purchase from you. The more likely they are to get benefits from your procedure, cleaning or cosmetic dentistry, the more likely they are to come back for more.

Help patients use your products and services to their fullest by creating a consumption marketing program that includes tips sheets, educational aids, how-to videos, instructional blog posts, and the like.

7. Develop multiple relationships.
If your patients are from large families, organizations or companies, strengthen those ties by meeting multiple people within their different circles of influence. If one patient leaves, it won’t be such a crisis to your account if you know multiple people in their network.

8. Say thanks promptly.
Send a thank you note to a new patient or referral source within a week of their appointment or referral. Acknowledge their action quickly and generously so that you make a great personal impression.

9. Create and implement a patient retention plan.
Be proactive about patient retention by planning touch points throughout the year and systematizing the contact process with your top patients. This can be as simple as taking your top 12 patients out to lunch, one each month, or as complex as planning some kind of touch point – a newsletter, email, or thank you note – once a month for each of your top patients and referral sources.

Try any of these nine tips to dazzle your top patients and boost your patient retention for stronger sales




Remember you can call our offices if you have any questions about these or any other accounting, tax, financial planning or insurance related issues, at 404-902-6121. 


Regards, Don DeHaven, CPA

Principal DeHaven and Company, Inc.


Donald DeHaven, CPA | DeHaven and Company, Inc.

10945 State Bridge Rd. STE 401-449 | Alpharetta, GA, 30022 | 404-902-6121

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Office 404 902-6121 | Fax 404 855-3919




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