How do I check a denture clinic’s relining and repair repeat customers?

Begin with the appointment records. Ask the seller to show, without names at first, how many patients came for relines, repairs or adjustments, and how often each returned. Look for a steady pattern rather than a handful of busy months. Then look at when patients last visited. A long list of people who have not been seen for a long time is not a loyal base.

Next, ask how patients are reminded and recalled. A clinic that contacts patients when a reline is due is different from one that waits for a call. Ask who sends those reminders, what they say and whether the system carries over to a new owner.

Finally, ask who the patients feel loyal to. If most came for one denturist who is leaving, the repeat work may not stay. Ask about the staff who handle repairs in the lab, and whether they will remain. Your lawyer can advise on what patient information may be shared before the sale, and your accountant on how repeat work shows in the numbers. Ask how recently the clinic has reached out to patients who have not been in for a while, and whether that effort brought anyone back or only produced complaints.

Key takeaways

• Review returning patients by frequency and date of last visit.
• Ask who sends recalls and whether the process transfers.
• Find out how many patients are loyal to the departing denturist.
• Ask when the clinic last contacted patients who have gone quiet.