559: 7 Steps to Reduce Cancellations - Robyn Theisen - a podcast by ACT Dental

7 Steps to Reduce Cancellations

Episode #559 with Robyn Theisen

One secret to a better practice is better scheduling. When you can reduce your cancellations, you will have better days, a happier team, and become more profitable. You can do exactly that with seven essential steps, and Kirk Behrendt brings back Robyn Theisen, an amazing ACT coach, to share how to incorporate them into your office. With a few changes to your verbal skills and mindset, you can start saving more appointments! To learn how, listen to Episode 559 of The Best Practices Show!

Episode Resources:

• Robyn’s email: robyn@actdental.com 
• Robyn’s social media: @actdental
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Links Mentioned in This Episode:

Previous Best Practices episodes with Miranda Beeson: https://www.youtube.com/results?search_query=act+dental+miranda+beeson

Dental Intel: https://www.dentalintel.com

ACT’s Capacity Tracker: https://drive.google.com/file/d/1MdN96fVhau8tcP10kW2_cU-Tv91K8r7l/view?_hsmi=241651107&_hsenc=p2ANqtz-98AjmJ7LkC2HvkK9uuY8l577tbOQ_8dHgEv1V_RVjByeE1xTLRFEYlHJVqxNmOsEBjwFPH-Cjr7iCbb4p-dJiLdKWb7A

Main Takeaways:

Remember that all of your cancellations start at the chair.

Value your dentistry and communicate that to patients.

Track your cancellation and no-show percentages.

Appointments are confirmed once they’re made.

Never tell your patients it’s okay to cancel.

Code and track your patients’ behavior.

Get rid of your cancellation fees.

Quotes:

“Cancellations become something that’s acceptable in the practice. And with practices today that are busy, hygiene is overflowing, they tend to become, as soon as someone has cancelled, it’s filled. So, they overlook the problem and how much time is spent on keeping the schedules full. If we could keep more patients in the schedule, there is more time for your business team and your whole team to be spending with patients and creating those relationships.” (2:04—2:33)

“We must value what we do and speak to patients in that way. Patients place as much importance on an appointment as we do. So, when we talk about, ‘It’s just a cleaning,’ or we brush over that appointment when we’re walking a patient out for PIT Stop, or we don't talk to them about how important those appointments are, creating urgency, any of those things, it devalues the appointment, and it becomes very...

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