The ‘No Excuses’ Call Tracking System to Maximize Your Advertising ROI

By Stewart Gandolf
Chief Executive Officer

3D stick figures standing in a line with blue circles around them & red check mark picking oneIn dental marketing, we’re passionate about knowing the source of new patients. It’s the clarity needed to drive a successful program and keep a bundle of marketing dollars from being wasted. These tracking principles also apply to many other healthcare professions.

What troubled us recently in the results we reported from the State of Dental Marketing Survey (Dental Economics) is that, for a lot of practices, vital tracking is lacking:

Over 50% of practices don’t reliably monitor and evaluate the results of their marketing, advertising, or promotional efforts. Only a few (3%) use an online call tracking system, while some say they try, but are inconsistent or irregular (36.5%). Still others (21.3%) are totally in the dark, saying they don’t have time or simply don’t know what’s working or not.

Having and using a system to identify the source of new patients is the only way to know the effectiveness of what you’re spending on marketing. Repeat after me: You’ve got to track!

For practices that are serious about advertising, there’s an easy-to-use technology that represents one of the biggest developments in dental marketing, but unfortunately, it’s all-too-often overlooked.

The ‘fully automated’ alternative

For dentists who reported in the survey that they “don’t know” or “don’t have time,” this is a nearly effortless option — maybe the best method we’ve seen to track inbound calls accurately, automatically, and consistently. Here’s how it works:

For a low monthly fee, a service provider will create a seamless tracking and reporting system for your marketing program. They’ll provide a different local or toll-free track•ing number for each promotional channel — one number for the Yellow Pages ad, a different number for your Web site, and so on.

These calls are transparently connected to your office, and all call details are documented and reported to you in real time online. The system reports caller ID, the number, date and time, call duration, and other details, so you know exactly when and how many people called in response to your ads. You can also detect front desk problems such as unanswered calls, calls put “on hold” for long periods, and more.

There’s a further bonus — the system has a recording feature. With the proper permissions and respect for privacy issues, the word-for-word manner that calls are properly or poorly handled is a highly effective training aid for the entire staff.

Ask and ye shall receive

If you have no other system, the “old days” routine works if you faithfully ask each new patient. The approach depends on asking at the first incoming phone call — don’t delay until the new patient comes into the office, or he/she fills in a blank on your patient intake form days later. The easiest way is to ask every caller on the first call, “Whom may we thank for referring you?”

If the patient was referred by a patient, he or she will tell you. If the patient says something like “Yellow Pages” or “an ad,” ask for ad specifics to credit the marketing tool that caused your phone to ring. (Hint: Ask for a page number or insert “tracking codes” or the name and date of the publication.)

It sounds simple, but even well-intended dental practices neglect manual tracking. In a busy office, tracking falls off the priority list. Reality intrudes … people forget to ask … more than one person answers the phone … data is not recorded or is lost … a new person handles the phones. (All reasons to automate the process.)

There are other ways to help the staff and trap the needed information. Yellow Pages publishers often have unique numbers available to help advertisers with YP ad tracking. You can borrow the idea by signing up for local or toll-free phone numbers and utilize each for specific ads, but you’ll need to review your monthly phone bills to match calls to ads. It’s not perfect, but it’s better than no tracking.

It’s no contest

Dedicated phone numbers tied to automatic tracking moves the responsibility off your front desk, eliminates having the staff report “there were no calls,” or keeps you from discovering too late that you were getting inbound calls but not setting appointments. With an ad-tracking phone number, you can know the actual performance results and ROI of your marketing effort.

Stewart Gandolf
Chief Executive Officer at Healthcare Success
Stewart Gandolf, MBA, is Chief Executive Officer of Healthcare Success, one of the nation's leading healthcare and digital marketing agencies. Over the past 20 years, Stewart has marketed and consulted for over 1,000 healthcare clients, ranging from practices and hospitals to multi-billion dollar corporations. A frequent speaker, Stewart has shared his expertise at over 200 venues nationwide. As an author and expert resource, Stewart has also written for many leading industry publications, including the 21,000 subscriber Healthcare Success Insight blog. Stewart also co-authored, "Cash-Pay Healthcare: Start, Grow & Perfect Your Cash-Pay Healthcare Business." Stewart began his career with leading advertising agencies, including J. Walter Thompson, where he marketed Fortune 500 clients such as Wells Fargo and Bally's Total Fitness.



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– Jonathan Calure, MD

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