June, 05 2025
Make Every Patient Enquiry Count At Your Orthodontic Practice
In today’s digital world, patients are more informed than ever before. They research, compare, and contemplate, often for weeks or even months, before making decisions about orthodontic treatment with a trusted orthodontist or specialist orthodontic practice.
That’s why follow-up isn’t just a nice-to-have courtesy. It’s the difference between an enquiry and a start date.
As much as we wish orthodontics offered a “try-before-you-buy” option, it doesn’t (yet!). This means your follow-up process is your second chance to inspire confidence, offer clarity, and guide patients toward saying yes.
Why It Matters
Every patient interaction, whether it’s an initial consultation or a simple email enquiry – is an invitation. They’re reaching out because they’re interested. But life gets busy. People forget. Doubts creep in.
That’s where follow-up steps in.
Done right, follow-up shows you care, keeps your practice top of mind, and positions you as the trusted expert in their journey to a new smile.
1. Personalisation Is Everything
Forget copy-paste messages. Today’s patients expect personalised care from their orthodontist — even in your emails and texts.
Reference specific concerns, goals, or treatment options discussed. And always consider their preferred communication style. Whether they’re a Gen Z TikTok fan or a Baby Boomer who prefers a good old-fashioned phone call, how you reach out matters as much as what you say.
2. Timing is Everything
Don’t let the momentum fade. A solid follow-up timeline might look like this:
- Within 24 hours: A warm thank-you and a summary of the next steps.
- Same week: A quick check-in to clarify any questions or concerns.
- Ongoing monthly touch points: A friendly nudge that says, "We’re still here when you’re ready."
3. Add Value, Not Pressure
Whether you're a solo orthodontist or part of a large orthodontic practice, offering value-led follow-up helps build trust and rapport. Patients don’t want to be sold to they want to feel supported. Great follow-up messages include:
- FAQs and patient-friendly resources
- Introduction to your team and their qualifications
- Social proof: testimonials and before-and-after photos
- Special offers or flexible payment plans
4. Use Multiple Channels
One message doesn’t fit all. Mix your methods: emails, texts, calls, short videos, and even social media DMs. And yes — pick up the phone! A quick call can make all the difference in converting curiosity into commitment.
5. Be Consistent, Not Pushy
The line between helpful and harassing? Tone and timing.
Don’t chase. Guide. Your follow-ups should feel like friendly check-ins, not sales scripts. Empathy, not urgency, is what builds trust.
Practical Follow-Up Actions You Can Use Today:
✅ Send a personalised email or text within 24 hours post-consultation.
✅ Schedule a call 5–7 days later to answer any lingering questions.
✅ Share a patient education pack with FAQs, success stories, and visuals.
✅ Use automated systems for appointment reminders and follow-ups.
✅ Offer time-sensitive promotions (like discounted retainers or payment perks).
✅ Include real patient testimonials via video or email.
Always remember your ‘why’. You can help support a lifetime of confidence with a new smile!
This is just some of the many ways we support our members. Check out our other free resources or get in touch to see what we can do for you.