In just a matter of seconds patient has been "taught" (heard) It's all right to call at last minute to change an appointment, cancellations happen all time, when they do cancel they can get "right back in."

The patient has no value associated with practice or appointment time. In fact, we "signaled" (and they heard) it's OK!

A more positive verbal response would be: "Let's go ahead and schedule you an appointment. Should there be a change in our schedule on that date, I will be glad to call you. May I have a number that you can be reached during day?"

This time in just a matter of seconds you have trained new patient and existing patient to think (they heard): You have a tight schedule (busy practice), "Cancellations" are not even mentioned (not an option) and there could be a wait before being re-appointed if they have to change---(best keep appointment!)

Value is now being associated with practice and appointment time.

This problem didn't happen overnight and won't be "fixed" overnight. But making it a priority to use positive verbal skills in training your patients to value their appointment and practice time will make a noticeable difference.

After all, how you are perceived by your patients is everything, and it's all in their Perception.... What your patients are (Really) hearing!

Tip: Surprise your customers with unexpected value. If you sell products, include an "unadvertised bonus" with every order. If you sell services, get into habit of doing something extra for every customer or client without charging for it.

Let Customers Know How Much You Value Them

Let your customers know you are always thinking about them. Communicate with them regularly. For example, create some special deals just for your existing customers. And announce new products or services to them before you announce them to general market.

Tip: Convert your customers into publicity agents. Develop an incentive for them to tell associates and friends about value of your products or services. An endorsement from them is more effective than any amount of advertising - and it is much cheaper.

For example, reward them each time they refer someone who becomes a customer. Your reward can be as simple as a credit toward their next order from you.

You are in business of satisfying customers regardless of what products or services you provide. The satisfied customers you create will help you build your business by becoming repeat buyers and by referring new business to you from their friends and associates.

Bob Leduc spent 20 years helping businesses like yours find new customers and increase sales. He just released a New Edition of his manual, How To Build Your Small Business Fast With Simple Postcards ...and launched *BizTips from Bob*, a newsletter to help small businesses grow and prosper. You'll find his low-cost marketing methods at: http://BobLeduc.com or call: 702-658-1707 After 10 AM Pacific Time/Las Vegas, NV