The real reason why you have
too many no-shows
BEYOND THE CHAIR
Times are a changin’, and they have been for a while
now. We’re still experiencing the massive surge of the
internet, and Google has officially become the largest,
most trusted media and news source on the planet. 1
What does this mean for you? It means that Google is
now the place where people are turning for all the important information about your practice . . . and whether
you’re reputable or not.
In my previous articles, you’ve heard me speak to you
about the “new-patient game.” As with any game, you
can know if you’re playing it well by looking at the scoreboard. If you don’t have enough points, goals, touchdowns, runs, etc., then you’re losing. You’re not playing
as well as your opponent.
The new-patient game is no different. Not getting enough
new patients? Then you’re doing it wrong! You’re losing!
Let’s begin to change things right now. First, realize
that you spend a substantial amount of time, energy,
resources, and money to attract new patients. Every time
one of them no-shows, you’ve just wasted those resources.
Do you know why most new patients no-show? It’s not
what you think. Here’s the breakdown according to our
internal data: 2 50% of new patients no-show for reasons
that are easily remedied with simple scheduling procedures, as well as reminder calls, texts, and emails. Most
dental practices have this part of the game covered.
However, 6% of patients simply flake out, change their
minds, are gone for travel and didn’t bother telling you,
and so on. 2 That leaves a whopping 44% of those completely unaccounted for. Do you think it might help your
GRAIG PRESTI is
founder and CEO of
company Local Search
For Dentists (LSFD).
Located in Austin, Texas,
LSFD helps thousands of
dentists all over the
world gain dominance in
their local markets
through the company’s
marketing systems. LSFD
systems have helped
thousands of dentists
achieve more freedom,
numbers, and the ability
to reach their income
goals. Learn more at
bank account a little bit if you completely eliminated
44% of your no-shows . . . as in permanently eliminated
them? Here’s how.
The real reason behind 44% of your no-shows is this:
After these patients made an appointment, they went to
Google to see what the “Great G” had to say about you.
(This is especially true for referrals.) Here’s what those
patients were looking for:
• What are other patients saying about you?
• What do your ratings look like?
• Are there any red flags?
And guess what—they looked and found reviews they
didn’t like. Or worse, they found no reviews or just a small
handful of old reviews. That is disastrous! Do you know
why? Because every other dentist in your area whom you
compete against is accessed easily with the click of a
button or tap of a smartphone right from your Google
Now, take a moment and see if your practice meets
the following criteria. Do any of these apply to you?
• You don’t have any reviews.
• You have only a few reviews.
• You have a bad review or two.
• You have only old reviews (which makes it look like
your business is struggling).
If any one of these applies, this will translate to an
instant lack of trust in you and your practice. After skimming your reviews, these patients will then go look at
other dentists’ reviews and . . . bam! They change their
minds and schedule elsewhere. Voilà—instant no-shows.
It happens every single day.
Remember, 84% of consumers say they trust Google reviews as much as personal recommendations. 3 That’s up
from 72% in 2012! 4
Do you want to fix your no-show problem perma-
nently? Great! I’m going to help you.
I WANT YOU TO TAKE A MOMENT and really get into the minds of your
patients. I want you to look at your practice through their eyes and consider the
kinds of experiences they are having. Sometimes, we get so wrapped up in our
day-to-day schedules and forget that “perception is reality.” Everything your
patients see forms a lasting impression.