In my previous post I wrote about the power of personalized handwritten notes. Today, I want to use the example of "thank you for referral" to demonstrate how you can create a system for everything you do in the office.
You need systems to be consistent
True, the idea of handwritten notes is a very small thing. It will not change your practice dramatically overnight. But many small things can add up to a big difference. They can set you apart from the practices next door. In order to achieve such difference, you need to be consistent. And to be consistent, you need a system.
You need to include every single step into your system
Let’s analyze the task of consistently thanking patients for their referrals. First, we need somebody responsible for it. In our office it is the office manager. I’m the actual person who takes a note and a pen and does the writing. But how do I remember to do it consistently? On the last working day of the month, our Scheduling Coordinator prints out a New Patient report, checks it for duplicates and for accuracy of referral sources. She then puts the report into my inbox. But how does she remember to do it monthly? She has put a repeated task for herself in our Appointment Book that serves as the reminder. Finally, in our New Patient form we ask: "How did you hear about us?" and we make sure this question is answered when we review the form.
Your systems become your reference and training tools
We also have a template for the note, so I don’t have to come up with the exact words every time I do the task. While it’s super easy to write a “thank you” note, but when it is the end of a very busy day, a cheat sheet does help. We also have a supply of gift cards for repeated referrals. We usually don't send "thank you" for referring a close family member. Honestly, details don't really matter much. What matters is the system itself. Once we came up with the rules how to perform a particular task, we put them into a basic office memo. This memo then serves as a reminder how to perform the task and it serves as a training tool when a new person comes on board.