How to fail at radio advertising

July 8, 2009

If you stay in the same business for a long time, you’ll keep hearing some things over and over.  People have been telling me for years that satellite radio is going to replace terrestrial radio.  Anyone who bought stock in Sirius and XM can tell you that this prediction seems a long way off right now. 

Over the years I’ve also often heard that radio doesn’t work for dentists.  I’ve worked with hundreds of practices, from Anchorage to Miami, that could tell you otherwise, but here’s ten ways you can make this one come true:

  1. Assume that everyone listens to your favorite station.  Heck, if the team plays it at the office, then that’s the one where we should buy some advertising!
  2. Find out which station has the most listeners and buy that one.  There’s no need to research the demographic mix of listeners.  People are people, right?
  3. Try out a station for a month to “see if it works”.   If you’re not getting fabulous results right off the bat, quit and try something else.   That whole “frequency” thing is just a scam to get you to keep buying ads.
  4. Instead of focusing your message on high-value services that distinguish your practice (like sedation, implants, Invisalign, etc), just let everyone know that you’re the dentist office “that cares”.  Nobody else cares, and you should let the public know that you do.  If that fails, try telling people that you are a “cosmetic” dentist.
  5. You’ve got 60 seconds to get your message across, so make sure you let the audience know every fellowship you’ve earned and every dental association you’ve joined.  People will be very impressed hearing obscure but prestigious names being used.  That’s a good use of your limited time.
  6. Don’t focus on benefits and solving people’s problems.  Tell people all about yourself and the features of your office.  The audience will find that stuff fascinating.
  7. Don’t give a web address.  Who uses that internet thing anyway? 
  8. Even though media buyers are experts at getting the best deals and placing the most efficient schedules, make sure to buy all your advertising yourself.  So what if the radio station pays their commission and you get all their service at no charge.  You’ve got nothing better to do, so why not sit through appointments with every radio rep in town?  Just because the reps work for the station doesn’t mean they won’t be objective – right?
  9. When deciding on a budget, just pick a number that feels right.  Even better, just advertise on months when there is a surplus and you feel you can afford it.
  10. If the economy slumps, terminate all advertising, and huddle in the fetal position until outside forces change.  That’s what the competition is going to do, so you won’t lose any market share.

Make your patients your marketing team

June 3, 2009

The best marketing, and the best subsequent customer experience, generate not just customer satisfaction, but actual customer loyalty.  Brands like Apple and Harley Davidson have not just customers, but evangelists, spreading the word.

Effective marketing and superior customer service will put your patients to work for you, and bring you referrals like crazy.  So will giving patients a referral  thank-you gift.  If you start a referral incentive program like the one below, make sure to send an e-mail or postcard to all your patients letting them know.

Put this language on the back of your business card: 

 

New Patient Offer

Get a free $25 Visa Gift Card with your first paid appointment.

Tell us who sent you, and they’ll get one too!

I was referred by:  _____________________

 

Some patients really get into it.  I’ve see a few offices have contests for their patients to see who can give the most referrrals in six months or a year.  Prizes are either a bigger gift card, or an electronic item like an i-pod or flat-screen tv. 

Make sure that your state board has no restrictions about rewarding people for referrrals.  Most don’t, but you should check first.


Don’t take you foot off the pedal – crisis is opportunity!

April 24, 2009

Don’t cut your ad budget.  You are building your brand while the other guy disappears from the consumer’s radar screen.

Here’s an excerpt from a WSJ interview with Nancy F. Koehn, a business historian, author and professor of business administration at Harvard Business School http://online.wsj.com/article/SB124024841790635643.html  :

It is in the early 1930s [during the Depression] that Procter & Gamble Co. says, “We are going to market the hell out of our products, and we’re going to do it on radio,” which was like the Internet of the time, “and we’re going to sponsor these little dramas.” That’s how they came to be called soap operas. So [one lesson in downturns] is market, market. Don’t cut back on marketing.


Offer value – not low prices!

April 24, 2009

Here’s a WSJ article about offering value without sacrificing your brand.   http://online.wsj.com/article/SB124025180363135917.html

Selling price is a tricky thing.  You don’t really want to be known as “the cheap dentist” – do you?


Florida court overturns dental board advertising regs

April 8, 2009

http://news.prnewswire.com/ViewContent.aspx?ACCT=109&STORY=/www/story/04-08-2009/0005002969&EDATE=

This could open the door to overturning a number of draconian laws in different states.  Florida has always been tough on dental advertising.


Can you compete with a Mexican dentist?

April 6, 2009

There were three articles in the Chicago Tribune about Americans heading south of the border for dental care. See them here: http://www.chicagotribune.com/news/nationworld/chi-border-dentists_boxmar24,0,5556110.story .  

Americans use dentists in Mexico for one reason – cost. Even after accounting for travel expense, you probably can’t compete with a Mexican practice on cost. If you can, you need to raise your rates. Where you can compete is value, of which cost is just one component.

The value perceived by the dental patient is established by balancing your fees against two things – the quality of the dentistry and the quality of the service. Many factors contribute toward the patient’s perception of the service quality, including how easy or difficult your team makes the whole process. Was the process, from booking the appointment through exiting the building, easy or complicated? How was the initial phone call handled? Was it easy to set up an appointment?  Was the patient greeted with a warm smile, or just barely acknowledged by your front desk with a point towards a chair, during the middle of a phone call?  Was there a lot of waiting in your reception area or was the patient seen promptly? Is the office comfortable? Were questions answered? Does the patient have to repeatedly fill out forms or give the same information again and again?

At an American practice, patients expect that they will receive top-notch dental care, that the office will be clean, and that equipment will be sterilized. If you deliver these things and also make it easy, comfortable, even a little pleasant (all things considered) to come to your office, people will see the value in your higher cost.


Getting to the Root of Dental Phobia – FOXBusiness.com

April 3, 2009

Fox News is giving tips on how to get a cheap new smile

April 1, 2009

 Fox News wants people to know that they have an alternative to the conventional (read:expensive) smile makeover.  Will your patients be lining up for a snap-on smile? http://www.foxnews.com/video/index.html?playerId=videolandingpage&streamingFormat=FLASH&referralObject=4098717&referralPlaylistId=playlist


Need more patients? Move to Maine!

March 3, 2009

Apparently Maine has a dentist shortage.  “Dentists are in such short supply in Maine that primary care doctors who do their medical residency in the state are learning to lance abscesses, pull teeth and perform other basic dental skills through a program that began in 2005.”   See the rest of the story at http://www.nytimes.com/2009/03/03/us/03dentist.html?_r=1&ref=us


Facebook and your dental practice

February 18, 2009

Facebook isn’t just for the kids anymore.  Take a look at your e-mail inbox these days. Unless you’ve been living under a rock, or none of your friends use computers, you’ve been getting invitations to look at the Facebook pages of people you never expected to have a Facebook page.  What happened is that Generation X (born 1966-1977), and even some of the younger Baby Boomers, just discovered Facebook.

Facebook is a social networking site that lets users communicate through their individual customized web pages.  The site is free, and the user interface is so simple that anyone with a PC and an e-mail address can make their own page in a couple of minutes.

What does it have to do with dentistry?  Well maybe not so much specifically, but everything in general. 

A dentist could certainly set up a Facebook page for your themselves or even a “business” page specifically for the practice.  And why not?  Free exposure offers unbeatable ROI.  But Facebooking with your dentist may never become extremely popular.  Your best return with this technology may just be from the top-of-mind awareness when you keep your name out there in the community. 

What really jumps out about the Facebook craze is the way technology quickly emerges and becomes part of people’s lives.  The real lesson is that we need to be observers of human nature, especially the way people communicate and the way they learn new information.  Ten years ago few dental practices had websites – now it’s almost inconceivable not to have one or more. 

E-mail is a standard method of communication now.  It has become a terrific way to stay in touch with patients, and to remind them to schedule and keep appointments.  There’s nothing magic about e-mail though.  The reason it is such a useful tool is that this is the way your patients communicate.  If patients used messenger pigeons, the smart dentists would have coops on their roofs!

When your practice designs its systems around the preferences of the patient, instead of making the patient conform to the way you do things, you make their life easier.  When you make it easier to be your customer, you give someone another reason to value your practice.  You’ve just added value – without lowering the price.

So Facebook reminds us that technology changes quickly, and behavior follows.  so if your patients like to communicate online and with e-mail, make your practice a place where they can do that.  Why not take it a step further and anticipate the next step?  Why not be the first office in town to use instant messages and text messages to communicate with patients? 

The businesses who offer a fair price, and make people’s lives easier with a total customer experience designed to meet their needs and their wants are the businesses that will thrive.


Google Radio Sales goes bust!

February 12, 2009

I’m sure I’m not the only one who saw this coming.  http://www.nytimes.com/2009/02/13/technology/companies/13google.html?partner=rss&emc=rss .  Google is the best at what they do, but that ain’t radio!


Advertise like Toyota

January 31, 2009

Toyota’s latest campaign promotes value instead of low-cost.  They even launched a domain name for the campaign, http://www.qualitysavesmoney.com   You could have worse models for creating your own message.

The economy is our reality.  You can’t pretend it doesn’t exist, but you don’t need to panic either.  Instead of slashing prices, sell value.


Offering value without looking cheap

January 29, 2009

In a down economy, what should the general advertising message be?  According to advertising guru, Roy Spence, “The message should be all about great values at the company and offering great value to the consumer.”  See:  http://www.kiplinger.com/businessresource/forecast/archive/interview_with_roy_spence_090129.html

What does that mean for a dental practice?  Your existing marketing may already display your “values”, but can you also sell your service as offering the customer great “value”? To a certain extent, the way you accomplish this depends on the brand you have established. 

While low prices are certainly part of the marketing strategy for some dentists (a few do this very successfully), most steer away from that model.  Most dentists who are seriously marketing their practices set their fees at the higher end of the spectrum in their local market.  They don’t want to be known as “low cost”, they want to be seen as “high quality”.

So, if you have already established a high quality brand, is it impossible or even contradictory to market a “value message”.  I don’t think it is.  Neither does BMW, and they’re not known for aiming for low-end customers.   You’re not trying to establish that your prices are low – you’re just letting the customer know that the service is worth it, and that their money will not be wasted.  The price is not low, but it is fair.  The higher end consumer is quite willing to pay for quality, but just like everyone else, he doesn’t want to spend more than he has to.

Don’t sell price.  Sell value.


Google is NOT your new media buyer

January 21, 2009

The NYT is reporting that Google’s expansion into traditional media is not going so well.  See http://www.nytimes.com/2009/01/21/technology/internet/21google.html?partner=rss&emc=rss 

As someone who has a  fantastic media buyer, who I always turn to when I need TV or radio, I can assure you that they are still the most efficient way to buy media.  They can do it better than you can, better than I can, and apparently, better than Google can.


Your website is not generating as many hits as you think it is

January 15, 2009

Every website host worth its salt should be able to provide real-time access to user activity statistics.  If you have no idea what I’m talking about, or you know about this stuff but never take the trouble to read the reports, pay attention to this.   Buried in this pile of statistics is a wealth of information that can tell you exactly how much the site is doing for you, and how much you are doing for the site.

webstats

Consider this example, a chart pulled from a real December report.  This dentist might initially be thrilled that his site has generated over 1000 hits this month.  Closer examination of the statistics shows that less than 15% of these people came to the site from a search engine.  The rest of the report showed that, of the 150 people who used search engines to reach the site, more than half of them used the doctor’s name as a search keyword. 

What does this all mean?  It means that 85% of the people on the site this month knew the address of the site and went right there.  The web host had nothing to do with this traffic!  It was due to the other marketing the practice has going,  a smart combination of direct mail, billboards and radio advertising.  Of the 15% that did come through search engines, more than half  of them knew who the doctor was – they just didn’t know the domain name. 

Suddenly the 1000 people the website brought you is less than 100.  Sure it’s a good thing that a hundred people found you with a search engine, but it’s much less impressive than the 1000 people your web provider was bragging about.