Viva Referral ProgramTM User`s Manual
Contents
1. or was swiped improperly This means the swipe through the card reader wasn t smooth enough or was too fast or too slow ERROR This card has not been swiped out for customers patients to receive yet This means the card you re trying to swipe in was never loaded with an employee s name it is blank 27 28 Summary By following the information in this booklet you will have learned the basics of exactly how your Viva Referral Program is going to work You now know What the cards are What your offer is How to load your name onto the card Who you give the card to EVERYONE How you will contact a potential patient for scheduling How to keep track of your bonuses How to monitor your marketing program and keep it growing The goal is to distribute a minimum of 1000 cards per month The faster you do this the faster your new patients will start arriving And don t forget allthose NEW patients are now new sources of referrals So the cycle keeps expanding Which means more bonuses for you and more expansion for the practice Contact Information Viva Concepts 1025 N Brand Blvd Ste 301 Glendale CA 91202 888 340 1840 Website viva cards com Dashboard viva cards com dashboard Live Chat viva cards com 29 viva cards com2. 106 1526 cun jae er comoda bo m md Visa Pus M y MESE LEN TD ire a E LIN E Mess cBn in Sr May BO Tai 30 Cina EL AAA Pal al ll Pu UP Carm Airdessmeul by ins Ina Maj 12 Total 32 Carats ir Frame This page is your scoreboard to not only track the success of your Viva referral program but also to see which employees are earning the biggest bonuses At the top of the page you ll find the total number of new patients 21 22 acquired as well as the percentage of how many cards have come back in compared to how many cards have gone out Ihe first graph will show a breakdown of how many new patients have come in by day and by month Ihe red and blue graphs towards the bottom of this page show exactly how many cards have been distributed by each employee and how many of those cards have come back in as new patients Okay So that wraps up how you load your cards before you start handing them out how to swipe them in when a referral comes to your office and also how you track all these cards The goal is to get out a MINIMUM of 1000 cards a month When you and your teammates all work together and follow the instructions for distributing your cards you will be directly contributing to the expansion of your practice as well as your own personal income through the bonus system Chapter Eight Dashboard Text to Activate As mentioned earlier new patients will be coming into your office with a Viva referral c
3. out on a regular basis along with the rest of the staff in your office Each one you hand out will have your name programmed onit When a new patient comes in with your card it will get logged in on your computer It will show that you were the person who first passed out this card And that s how you will receive your bonus Chapter Three Rewards we D gt P v gt VI Your Internal Marketing Team Dentist Hygienist Finance Coordinator Receptionist Chapter Four Your Internal Marketing Team What This Means Every employee in the practice is part of the internal marketing team The hygienist the front desk staff the Doctor everyone is part of the internal marketing team What does that mean for your business or practice It means you as an employee are a point of contact for anyone coming into your office or practice Why is that important Because it gives you the opportunity to hand out your Viva referral cards Even if you are an employee who never has contact with your patients you are still part of the internal marketing team 09 VINA The iin Referral Cycle Employee receives the bonus Chapter Five The Referral Cycle Ihe patient gives the card to a friend family member or associate 2 The friend or family member comes to the office for the offered service i e free teeth whitening The friend or family member receives h
4. recommended that you load 30 or less at once HK you pl browser Otherwise the cards may not shaw up on the graph der Tuam W m Bm LUE m Select Your Name writ Lm nameisnot bsted Swipe Qut Date 1012 04 02 SAVE CARDS Select your name from the drop down menu If your name is not listed here click My name is not listed and add your name Once your name has been selected from the drop down menu click the white box to prepare the swiper Now you are ready to swipe your cards Give the card a crisp smooth swipe through the card reader with the magnetic strip facing away from the green light liis L Emu ee up Once you ve done this a green message e T deseada oed a nios will appear on the screen which says ee SUCCESS The card was added to nn list and the card s ID number will show up in the white box You will also notice that there is a Card List count on the left side of the white box which will keep track of how many cards you ve swiped Chapter Eight Dashboard Once you ve loaded as many cards as you want click Save Cards We recommend saving every 30 cards or so in case the internet connection is lost Now you can hand cards out to people Redeeming the card Back on the Home Screen you use the Swipe Card In button when the new patient comes IN to your office with a referral card Swipe Card In Click here if somebody has brought in a Viva referral
5. Here is a sample of what you should say when you call the potential new patient to schedule the appointment Hi This is Carmen at Dr Websters dental office see that you activated your card and am calling to schedule your appointment for the Tree offer 6 Remind them to bring their card to the appointment 7 Ifyou are leaving a message on an answering machine then add Please callus at your convenience at 000 123 4567 We look forward to seeing you Have a nice day Keep this simple You simply want to schedule the appointment You can see that this puts the office in the driver s seat regarding the scheduling of new patients 25 26 Frequently Asked Ouestions Question How do I get to the Dashboard Answer The Dashboard s website address is viva cards com dashboard Question How do I access the Tutorials Answer Once you have logged onto the Dashboard with your office s Username and Password simply click e Course Tutorials from the Home Screen Question What if I lost my Username and or Password Answer Call Viva Customer Support at 818 243 1363 ext 224 Or contact us via Live Chat by going to the Viva website viva cards com Question Do we still accept cards past their expiration date Answer Absolutely The expiration is simply for your office s benefit to encourage new patients to come in sooner If someone comes in with an expired card tell them you would be
6. TUTORIAL BOOKLET NO P9 u nt Rn 2 p P w RSS As we Pi ae ey apie he Lea 2 a rue won dee We ee 74 Me Ar NDS Viva Referral Program Users Manual The Art of Patient Acquisition VINA For a video presentation on the Viva Referral System go to viva cards com tutorials able of Contents Chapter One Introduction Introduction 01 Indo 02 How it works eee 02 What s inside 03 REN Lu PP 06 What s in it for you sss 06 Your Internal Marketing Team 08 What This Means sss 09 The Referral Cycle 10 Distribution Existing Patients 12 But what do I say to our existing patient 13 Distribution Outside the OFFICE ooo ee 14 Dashboard eee eene 16 Magnetic Strip isses 16 Connecting the card reader sss 16 How to get to the dashboard 16 Logging in sse 17 Loading the card 17 Redeeming the card 19 Statistics rarna errire rnrn 21 DORE tO ACHVAEe u ren 23 Frequently Asked Questions 26 Troubleshooting 27 SUMMAFY M 28 Contact Information 29 Chapter One Introduction Introduction Welcome to the Viva System the revolutionary New Patient Referral Program You are about to launch your practice into a whole new level of prosperity This program is far more effective than direct mail television newspapers magazines f
7. ard These new patients already scheduled their appointment with you How did that happen Well they activated their Viva referral card using the Text to Activate feature This is the label on the back of the card Note Make sure when you are handing a card out to tell the person they need to text the code on the label in order to activate it 1 A potential new patient receives a Viva referral card and is directed to text the code on the back to activate the card 2 They text your office s personalized code to 84700 23 VIVA 3 Once that text has been sent that person automatically receives a response which says 4 This automatic response prepares the person to receive a phone call from your office 5 At the same time an automatic E MAIL is generated and sent to your office giving you that potential new patient s cell phone number i A This is your keyword B This is the cell phone number of the potential new patient that you will call to schedule their appointment C This is the name of your practice 24 Chapter One Introduction This is KEY to getting new patients scheduled The employee in charge of scheduling appointments gets that e mail and calls the potential new patient right away If the patient is scheduled for the earliest possible date time slot the more likely he is to arrive And remember anyone who texted that code is interested in receiving the offered service on the card
8. card This allows the person who handed out the card to get credit When the new patient arrives in your office log on to the website at viva cards com dashboard Click the Swipe Card In button The page should say Status Ready and that means you are ready to swipe the card Status Ready 19 20 At the bottom of the screen you will see the name of the employee who originally swiped out the card This is super important because once this card is swiped in the employee gets the bonus Swipe In Viva Referral Card Dale i6 iri ee cand ek ew Info en ee selaed in cod Sepe eee ie Pe SUCCESS Card has been read successfully Jape Dui Typac Dred Fur se ar r deca peter Spe Gat By Jane Seth ied Mare Swipe Gut Location Sampie Office Location Sipe a Dase FE NE Card ID YYAHEFEHRN 5175 Phone iter Frida X Ray Bef Load Mares Mari DAVE CARD Rp ET Ed You are prompted to enter the new patient s name and phone number You also have the option to write in a reference number chart number etc and any additional notes Once you have finished filling this out be sure to click Save Card and Patient Info This ensures you will get your bonus Chapter Eight Dashboard Statistics From the Home Screen the next feature to see on the Dashboard is Card Statistics Click this tab to see how well your marketing is working lid oTw psa ced i Zue A a Se a ALS Mrs ales ra STV pirn Tal Dies
9. employee who never has contact with your patients you are still part of the internal marketing team Receptionist 13 VIVA 14 Distribution Outside the Office And there are many other ways to distribute your cards Here are some more examples Sparkle Arrangements can be assigned to individual employees as accounts You as an employee can load your name onto the cards and take a Sparkle Arrangement and the cards to any local shop etc and ask them to display it for their clients Those clients can then freely take a card and whenever a new client comes into your office with a card you will get the credit Mailing the cards out is a great way to reactivate past patients and show them how much you care Mail cards to anyone who hasn t been in recently or didn t complete a treatment plan as an incentive to get them back in You can also categorize existing patients by birthday and mail a card to everyone whose birthday is this month Take cards with you wherever your normally go so you can hand them out to anyone you meet You can even contact nearby vendors and get a time when you can set up a table or booth You can then hand out cards AND set appointments at the same time Chapter Seven Distribution Outside the Office _ You can distribute cards at your child s sports games to other parents and the coach 5 Your children s school faculty is yet another N F
10. example of where you can distribute the cards And it s a great way of showing your appreciation for the hard work they do LS t uw gt Ihe staff of a local grocery store or other retail business which you regularly frequent is another means of distributing the cards 15 16 Dashboard The Dashboard is your location on the Viva website where you program your cards and where the system automatically records the statistics of how many cards your office has distributed and how many people have come in from the cards You will be able to see every time one of your cards has come in from a new patient and you will receive a bonus for each of them So lets learn how to program a card using the Dashboard Magnetic Strip The cards have a magnetic strip on the back which tracks all the information for you eliminating the need for any paperwork Connecting the card reader The card reader or swiper connects to your computer Plug the card reader into the USB port of the computer you plan to use It should be the computer closest to where new patients will first arrive at the office and the computer must have an internet connection How to get to the dashboard In your web browser go to viva cards com dashboard this is what you will see Login io your account aria Fussani Chapter Eight Dashboard Logging in Log in using the username amp password you were given Once logged in you wi
11. happy to honor it Question If the cards get mixed up how can I see which employee s name is on a card Answer Swipe the card IN The employee s name will show Do not click Save since it is not actually a new patient coming in Question If a new patient comes in with a card but he didn t Text to Activate should I have him activate it now Answer No The whole purpose of activating the card is to set up an appointment If they re already in the office just swipe the card in Question If a new patient walks in without an appointment but has a card what should I do Answer If the patient cannot be seen immediately schedule him for as soon as possible and have him bring the card with him when he comes for his appointment Don t swipe the card in until he is ready to be seen Chapter Nine amp Ten FAQs amp Troubleshooting Troubleshooting Question Why isn t my card reader working Answer Ensure your card reader is plugged in to the USB port properly Answer Plug your card reader into a different USB port Answer Upgrade your internet browser to the latest version Question Why is my card reader s light blinking Answer Plug your card reader into a different USB port ERROR MESSAGES ERROR The card is already in the list This means that the card you re trying to swipe out already has an employee s name loaded on it ERROR The card you swiped is not valid
12. is or her service s b cleaning el 1 11 12 Distribution Existing Patients There are several ways to distribute these cards The easiest most basic method is right from your office For example in a dental office you would give cards to an existing patient This patient would then give the cards to someone they know a friend family member co worker etc These are potential new patients for you They are the best type of referral because someone they know has just told them that you are the place to go for your free offer Obviously the person they got the card from is a satisfied customer of yours Additionally a display of cards at your front desk will help care for any patients you may have missed Patient Dentist em Chapter Six Distribution Existing Patients But what do I say to our existing patient Here is an example Receptionist Hi Mr Jones how was your treatment today Patient It was good Dr Smith is really great Receptionist Great Well we love having you as our patient and we d like to see your friends and family too We re offering new patients a Free Teeth Whitening Can you think of anyone who might be interested Patient Oh wow my wife keeps saying she wishes her teeth were whiter Receptionist Perfect here s a card for your wife and I m giving you an extra one for anyone else you think of Even if you are an
13. liers or radio advertising Even internet marketing is becoming expensive and all these give small unpredictable and too slow results if any at all The single largest barrier to practice growth is the acquisition of new patients And the biggest barrier to getting new patients is the cost of advertising The Viva System of acquiring new patients far exceeds the results of the other methods of advertising mentioned above while being very cost effective In fact it is the most cost effective marketing system ever A word of mouth referral is more valuable than anyone responding to an ad or a flier So how do you get those referrals You get them by utilizing the Viva System This booklet will walk you through the simple basics to get started in this program You are about to change the way you increase your patient base This is a proactive system putting you and all the staff in your office in the driver s seat No more waiting and hoping for new patients So let s get started 01 02 Ihe cards How it works Your Viva Referral Cards are custom made for your office They are printed on clear plastic resulting in brighter crisper colors They also promote a free service or discounted offer such as Free Teeth Whitening The card itself is perceived as something valuable It s the combination of the card it s custom design and the offer on the card that makes it unique People won t just throw it away when it s given
14. ll see the home screen Welcome to the VIVA System e Course Tutorials franck vate be beeen haer do ee ccs eee moe er Staff Checklist Swipe Card In Mais pe pras daba rice ee eh m eked oe mi Cue heces f mmek has bergi m a rua delen rout Tee Se Ma Fer ol epere eomm F dicas Mi Sore ae bgsdx mE ee id Li p et I Swipe Card Out Incoming Customer Report IT a am p park a e ae p a i PO oisi Yee a gee ne eee i ee immi Flan een ee all Hz Ciheras yox sd ao Bg dior a o be aen care were being el ra w narn aa a Card Statistics Card History Pat i6 ama Ana ee ee ees ST Cie de Puta Chek Fe an un un o E TR PPP neu use fl ahy cats Deer Pee pp Da hiar Be DIETE Contact Us Scan Mail Barcode BETA Him Rs eher er qe or eee Lk bec En aeg nal Peas cad a Sorte nid te nt Lt Loading the card You choose the Swipe Card Out button because you will be giving these cards OUT after you program your name on them Swipe Card Out If you wish to pass out a Viva referral card you must swip it out first Otherwise you will not be credited with a bonus when somebody brings it in 17 18 Select Load Staff Name from the drop down menu to load your name onto your cards Sipe Chit Visa Reseni Cardi aum me a Lal Load Lard Load Staff Name ne a m ei Hama m u er ey ee Lu P7 CER jo GRUT NOTE It is
15. to them Local City Dental Care lt Geeth Whitening GOOD THRU 12 12 a Each card is designed by a professional designer using your existing office branding and identity including your logo where it exists Chapter Two The Cards What s inside Ihe back of the card has your office contact information as well as a magnetic strip and a Text to Activate label The magnetic strip contains important information such as the employee s name who gave it out and can also show who they gave it to or where the card was given out You will learn how to load this information onto the card later in the chapter called The Dashboard 888 340 1840 Local City Dental Care Notice also the label on the card This is how your potential new patient will contact you when he receives a card and wants what you are offering This will be described more fully in the chapter Text to Activate 03 VINA Response to marketing IS proportional to VOLUME oT distribution Think Big 06 Rewards What s in it for you Ihe Viva Referral Marketing Program is incentive driven meaning YOU will receive a bonus for every person that comes in from a card you originally handed out That s right every person who comes in Ihese bonuses add up fast One employee was able to completely pay for childcare with her bonuses Another booked a weekend getaway with his wife using his bonuses You will be getting these cards
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