powering a seamless transition for dr. christopher wong
how we helped a palo alto dental practice achieve 100% patient retention and sustainable growth
behind the scenes: polaroids from our photoshoot with dr. wong at his palo alto practice
Contents
meet dr. wong: a new chapter in palo alto dentistry
When Dr. Christopher B. Wong (pictured in the Polaroids above) prepared to take over an established dental practice in Palo Alto from the retiring Dr. Chris Hamamoto, he faced a common yet significant hurdle. In dentistry, the relationship between a patient and their doctor is built on years of trust. How could he ensure a smooth handover, reassure existing patients, and also begin to attract new ones to his vision for the practice?
This is where Prism stepped in. Dr. Wong understood the value of a modern approach and was open to innovative strategies – he was ready to let us help him shine.
the challenge: more than just new signs on the door
Transitioning a business, especially one as personal as a dental practice, is delicate:
the trust factor
Patients build deep loyalty. A new face can be unsettling if not handled with care, often leading to patient attrition (what we call "key man risk").
communication gaps
Many businesses fumble the transition announcement – a quickly forgotten letter or a brief email isn't enough to make patients feel secure and informed.
attracting new patients
Beyond retaining the existing base, growth requires a strategy to reach new community members looking for quality dental care.
the digital landscape
Patients today find and vet healthcare providers online. A strong, positive, and easy-to-navigate digital presence isn't just nice to have; it's essential.
phase 1: ensuring a seamless welcome
We partnered with Dr. Wong before the transition was complete, allowing us to build a comprehensive strategy from the ground up.
getting to know dr. wong (digitally)
We produced a warm, engaging "get to know you" video interview with Dr. Wong. This allowed patients to meet him virtually – learn about his dental philosophy, his San Francisco education, and even his hobbies like cars and basketball. This simple step helped build rapport before their first appointment, making him a familiar face rather than a stranger.
modernizing the digital front door
We overhauled the practice website. It became mobile-friendly, easy to navigate, and a central hub for information. Crucially, it clearly communicated the transition, sharing stories of both Dr. Hamamoto and Dr. Wong, ensuring patients felt part of the journey.
the result?
Dr. Wong retained the entire existing patient base – a remarkable achievement in any practice transition.
phase 2: building momentum and driving growth
With the foundation secured, we focused on expansion:
data is king – understanding the patient journey
Many businesses operate without truly understanding how potential customers find them or what makes them choose their services. We implemented detailed analytics and tracking. This allowed us to see the entire "funnel" – from how people found the website to how they booked appointments. We could identify what was working and where potential patients might be dropping off.
smart, targeted advertising
Armed with data, we launched highly effective online advertising campaigns (like Google Ads). We weren't just casting a wide net; we were targeting Dr. Wong's ideal patient – someone in the local area, looking for the specific services he offers, perhaps even covered by the insurance providers he accepts. This means every advertising dollar works harder, attracting "super hot, warm leads" who are genuinely looking for a dentist like Dr. Wong.
optimizing the online experience
We continuously refine the website to improve usability and ensure content meets patient needs, increasing conversions from visitor to booked appointment. We also ensure the practice information is accurate and compelling across all major platforms where patients search (Google Search, Google Maps, Apple Maps, and even emerging AI-driven search tools).
building a stellar online reputation
Positive reviews are digital gold. We implemented simple, effective systems to encourage happy patients to share their experiences online. This creates a "flywheel effect": more positive reviews lead to higher trust, better visibility in search results, and ultimately, more new patients choosing Dr. Wong.
the "prism & dr. wong" partnership: why it works
Our success with Dr. Wong isn't just about tools and techniques; it's about partnership:
dr. wong focuses on excellence
He is an exceptional, detail-oriented dentist who genuinely cares for his patients. Once we get patients in the door, his outstanding service ensures they stay – the lifetime value (LTV) of his patients is incredibly high.
mutual trust & collaboration
Dr. Wong trusts our expertise and is open to new ideas ("he lets us cook," as we like to say!). This allows us to implement cutting-edge strategies. In turn, we ensure he's informed and that our efforts align with his practice goals.
the impact: a thriving practice, poised for the future
Working with Dr. Christopher B. Wong has been a privilege. The results speak for themselves:
sustained growth
His practice isn't just stable; it's growing. Key metrics are consistently "up and to the right."
dominant online presence
Increased visibility and a wealth of positive reviews make his practice a top choice in Palo Alto.
efficient patient acquisition
Data-driven strategies mean marketing efforts are targeted and effective, maximizing return on investment.