“The customer is king.” “The customer is always right.” “When the customer comes first, the customer will last.”
Every dental practice knows that putting the customer first is essential to both current success and future growth. But“putting the customer first” isn’t merely a task that can be checked off a list of todo’s. Rather, it requires ongoing attention and a willingness to constantly evolve to meet the ever-changing preferences of your patrons.
One preference that seems to shift particularly often is the way patients want to receive communication. While physical mail, email, and phone calls will never go away, there’s a new game in town and an overwhelming amount of today’s patients prefer it…texting! Seem too casual? Perhaps even unprofessional? It’s time to toss those notions out the door, because these numbers don’t lie. The following 10percentages come from survey data gathered by RevenueWell, The USBureau of Labor Statistics, andOpenMarket, and we’re confident they’ll100% convince you: it’s time to start texting your patients!
Anecdotally it seems like “everyone” has a smartphone these days, but according to data they really do! A whopping 97%of Americans use text messaging. And they don’t just use it sparingly – the average American spends 158 minutes of each day on their smartphone or tablet.
In just 2 short years, by the year 2020, millennials will account for 50% of theAmerican workforce. So whether you love the fresh perspective they bring to the country’s culture, or love to poke fun at this anti-breakfast cereal generation, one thing is clear: Their preferences will have a real impact on your business’s bottom line. Which brings us to our third statistic…
75% of millennials think that text is a helpful way to receive appointment reminders. It doesn’t get much more straightforward than that, right? In fact, at51%, over half of millennials already do receive general appointment reminders via text.
64% of people prefer text over voice as a customer service channel. The most commonly cited reasons for this among millennials specifically, is that text messages are more convenient, fit their schedules better, and are less disruptive than voice calls. Furthermore, 19% of millennials don’t check their voicemails. Sounds like texting would be a great way to decrease patient no shows.
It takes 90 minutes for a response to an average email, and only 90 seconds for a response to an average text message. That means you could increase your communication efficiency by 6000% via text messaging! What’s more, the response rate to a text message is 8x higher than the response rate to an email.More effective messaging and more time back on your clock = a win-win.
What happens as-a-result-of our cellphones being practically glued to our hips every day? Text messages are very hard to ignore. 90% of text messages are read within 3 minutes.
They say that “perception is reality,”right? Well if that’s the case, the time to start texting patients is now: 77%of consumers aged 18-34 will have amore positive perception of a company that has text messaging capabilities.
Customers are 28% more likely to recommend a company to friends if it offers a text messaging capability.Your patients won’t be shy in spreading the word about your business if you take steps to prioritize convenience!
75% of consumers would pay more for a better customer experience.And of that majority, 89% would go to a competitor if they didn’t get it. Here again, we see how patient preferences can directly move the needle on the financial health of your practice.
30% of people who have visited the dentist in the last 2.5 years say that text messages are their preferred method of appointment reminder, making it the most popular response.This was followed by email at 28%,phone at 25%, and direct mail at 17%.
So now that you’re 100% on-board with sending text communication to your patients, what’s the next step?Taking your cell phone out of your pocket, adding 100’s of new contacts, and starting a manual process? Heck no! Patients aren’t the only ones who value ease and convenience – we know you do too. (Besides, no good could come from using your personal cell phone to text customers.)
Rather, RevenueWell lets you text message back and forth with your patients right from your computer’s dashboard! You can have several chats going at the same time, and all message history is automatically saved to the patient’s profile.
If you'd like to learn more about RevenueWell, please just let me know!