18.2 Discussing Customer Success Program with a prospect

Here are some of my thoughts on how we discuss the customer success program with practices that enquire.

Introduction
State our ‘Why’ - we help turn dental practices into great businesses while improving health outcomes for their patients.
Gain right to question. What do you know about our customer success program? Was there something in particular that grabbed your attention? Do you mind if we ask you some questions to get a better understanding of your current business?

2. Detail

We know that performance monitoring can often seem overwhelming, which is why we work with you via monthly phone calls, and plenty more during on boarding journey. Together we will measure your performance through a simple KPI tracker; breaking your next moves into manageable steps that will lead to tangible business outcomes. Don’t worry, you’ll stay completely in control of your business, and we will be there for you to use as much, or as little as you like.
As a business we take great efforts to understand the challenges practices face and how we can help overcome them. We have published multiple whitepapers, webinars and seminars on various topics. Ranging from new patient acquisition to practice analytics.
We’ll be covering some fundamental Key Performance Indicators that every practice needs to monitor in order to delivery great dentistry - because in order to deliver great dentistry… We must first have financial success.
Closing question – How does that all sound?

3. Required Tools

To take part in our Customer Success Program we ask that practices use the appropriate tools to help us deliver success. We do not charge for the program itself.
MPC for practice analytics and data sharing / visibility
Online booking, one of the biggest tools to delivering consistent patient outcomes. This is seen as a must have for any practice looking to perform well in their local area.

4. Rational drowning and solution to their problem

Statistically we’ve found there are 2 key drivers around the success of a practice, and they are: Chair Time Utilization (or appointment book utilization) and Average Hourly Rate.
Feel free to ask the practice if they are familiar with these already, it is OK if they are not.
If you increase your average hourly rate, and increase your chair time utilization. Then you can have a positive impact on practice revenue and an even greater impact on practice profitability. If we’re not improving these metrics, then we’re stagnant or worse, we’re in decline.
Question - Is this something that you agree with me that you would like to improve?
So from our research, we know that on average practices operate at 72% utilization with the top 5% of performers at 95%.
With dentistry being a fixed cost business, an increase in utilization on top of what you’re doing now is additional revenue for you. And we can do this without needing to work extra hours if we simply utilize the hours we already have available to work.
This is what we work with our clients on. We work to identify where you’re at financially and performance wise, then work with you over time to achieve the Best Practice Benchmarks and become a great business.

5. Emotional impact

It is clear that the practice wants to improve. Reloop on their ‘why’ they shared at the beginning of call
Confirm that our solution should help them work towards their why.

6. Proposal and close