You Want To Give Your Patients This Surprise.

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I know we try our best to reduce the number of surprises we give our patients at the best of times.

But there is one surprise they will love.

The surprise of receiving a compliment.

Complimenting your patient will often make your patient’s day just by your one comment.

Don’t ever miss the opportunity to make your patient’s day.

 

Laughter

 

I recently heard a business call their team, “The Day Makers’.

I thought at first this phrase was slightly cheesy and corny, but you know what?

It really is the truth!

You can and should be your patient’s “Day Maker”.

If you are caring for your patients properly then helping them have a great day will always be important to you.

If you are already doing a great job at providing your patients with a great day, then keep finding new and creative ways to keep doing this and don’t stop.

Being a Day Maker can be what makes your practice different and what sets you apart from just the average dental office.

A great idea is to meet regularly with your team and discuss how you can improve and add to your patient’s experience.

This is what my Dental Practice did, and the sharing of ideas kept us doing it.

Our patients loved it and they loved us. We were their “Day Makers”.

Sharing ideas with your team and having specific ways you care for your patients means your team knows what to do and how important the patient experience is.

This is equally important for the new patient on the very first phone call to the nurturing and caring of your long-term patient who has been coming to see you for over 20 years.

Being your patient’s Day Maker is an opportunity to really care for your patient and maybe take them by surprise.

A good surprise!

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My next public speaking event is my live full day Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” and is being held in Perth on Friday 1st June 2018.

Click here on this link to register.

Click here for information on Perth.

After Perth I will be presenting my Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on the Gold Coast on Thursday 7th June 2018.

Click here on this link to register.

Click here for information on the Gold Coast.

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Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

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At present I have availability for TWO new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

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You Must Give Off This Energy With Your Patients.

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I was recently on a flight to Brisbane and a flight attendant told me I give off great energy.

Of course, I was very flattered.

A big part of what I do working with Dental Teams is to help them deliver an excellent patient experience and give of great energy with their patients.

I call this type of energy, CSE, Customer Service Energy.

Does your team give off CSE?

I often get asked by Dentists, “how can I help motivate my team?”

Girl on phone

 

My answer is to inspire your team rather than trying to always motivate them.

Once your team are inspired to be better then they will become self-motivated.

Igniting your team to be an unstoppable force is what you want in your dental business and it is definitely, what your patients want.

So how can you bring the best out in your team and inspire them, so they have CSE?

Set the expectations of your team, educate your team, appreciation your team and be the very best example for your team.

Let your team know what you want and need them to do for your business.

Be clear and keep your expectations simple and easy to follow.

Ensure your team have the skills and knowledge to achieve the results you expect.

Acknowledge their results.

Celebrate their performance to ensure further results.

Keep a close eye on your team because they are so important to you and you must never forget this!

Be proactive in promoting a nurturing a positive work atmosphere.

Being the leader means you can lead the way and set the example.

Make sure you are have Customer Service Energy yourself.

Your team are always be looking at you to lead the way.

Be your best, expect the very best from your team and the combination will be amazing.

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My next public speaking event is my live full day Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” and is being held in Brisbane on Thursday 7th June 2018.

Click here on this link to register.

Click here for information on the Gold Coast.

***
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

*****
At present I have availability for TWO new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

 

 

 

 

 

 

Posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management, Uncategorized | Leave a comment

Don’t Ever Take This Away From Your Patients.

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I know after reading many of my blogs you know I am a big lover of customer service and the patient experience.

I am always looking for excellent customer service ideas to share with the dental profession so they can use them in their dental practices.

But I need to say this to everyone.

Once you start implementing customer service ideas in your business and you see they are working, you must continue using them with your patients.

The first reason is because offering customer service and an excellent patient experience that is working, means your patients are enjoying the service you are providing and keep coming back to you.

Wouldn’t you agree?

If you stop giving your patients the customer service they have grown to expect and enjoy, they will feel you now don’t care about them.

If you celebrate your patient’s birthdays with a card then please don’t stop sending that card.

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Your patient now expects and enjoys that care you show.

I just don’t get why this happens, but I see it a lot in many businesses.

You give your customer a particular service then all of sudden that service is no longer available to them.

This consistent patient care is a big part of why your patients return to you for further care and treatment.

Why would you remove this?

True customer service is about being consistent and never letting your patients down with their expectations of what you offer them.

Your patients will notice the removal of customer service straight away and it will be the difference between them going elsewhere for their dental care and treatment.

Set up systems for your patient experience and customer service.

Make the patient experience about something other than their dental care.

After all every one of your patients is a person wanting to be appreciated and thanked on a regular basis.

Don’t be like the rest of the Dental Profession and not offer customer service to your patients and don’t start giving great customer service and then take it away!

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My next public speaking event is my live full day Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” and is being held in Brisbane on Friday April 6th 2018.

Click here on this link to register.

Click here for information on Sydney and the Gold Coast.

***
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

*****
At present I have availability for TWO new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

Posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management, Uncategorized | Tagged , , , , , , , , , | Leave a comment

Why This Is Happening In Your Dental Office And How To End It.

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You have been looking at your appointment book wondering why your patients are cancelling and changing appointments.

Does this sound familiar?

No I haven’t been secretly recording you!!!

Part of the reason this is happening is that you end up helping your patients cancel their appointments.

Of course you never do this intentionally but whether it is intention or unintentional, the result is the same, your patient cancels their appointments.

You now have an appointment to fill or it becomes horrible downtime in your appointment book where you have helped no patient at all, let alone help your business thrive.

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Convenience for patients is very important to them and can be the difference when patients are choosing their Dentist.

You spend a lot of time and effort making life convenient for your patients, after all this is part of why they love you and come back for further appointments and treatment.

But what if I told you that the convenience you create for your patients could actually be detrimental to you and them.

You make appointments for your patients so it is convenient for them at the expense of your appointment book and other patients. Then it gets all too convenient and appointments are cancelled very conveniently.

Can you see how this can happen?

So how do you make you make it convenient for your patients but not so convenient they conveniently cancel appointments?

The first mistake I see many Dental Offices doing, is asking patients this question:

“When is a convenient time for you to book in for your appointment?”

or

“When would you like to come in?”

Instead, why not ask your patients this simple question:

“Would you prefer morning or afternoon?”

You are now guiding them to a two appointments choice.

You have now let your patient feel they are making the decision on the time that suits them and at the same time the time suits your appointment book.

I know you have probably heard this many times before, but guess what?

Dental Offices are still not doing it!

Now if this does not work you can still offer two more times that will work well for your appointment book and your patient’s schedule.

The other mistake I see happening in Dental Offices, is the team forgetting how urgent and important the patient’s dental treatment is and rather than focusing on an immediate appointment, it becomes more about the convenience for the patient and a delay in urgent treatment.

There is a fine line between helping your patient by making it convenience for them and doing them a disservice by delaying urgent dental treatment.

Be mindful of how you are making the appointment for the patient and keep in mind that most dental treatment is urgent and important and your patient is relying on you to make it happen for them.

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My next public speaking event is my live full day Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” and is being held in Brisbane on Friday April 6th 2018.

Click here on this link to register.

Click here for information on Sydney and the Gold Coast.

***
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

*****
At present I have availability for TWO new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

Posted in Uncategorized | Leave a comment

You Have Two Choices When You Follow Up Your Patients To Make Them An Appointment.

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Choice #1 is to send out a generic and impersonal letter, postcard, email or SMS asking your patients to call your office.

Or

Choice #2 is to call your patient and give your patient a personal message or conversation because after all you probably know them very well and they know you.

My choice is always choice #2.

I see so many letters being sent out to patients starting with:

“Our records show…….

Or

“In a recent examination of your dental records…..”

This is not personal and just looks like something generic your dental software has sent out.

I know some patients will always respond and make an appointment to this type of letter, but how many of your patients don’t respond.

What happens next. Of course. You send yet another follow up letter. Usually the same one again and again with a continued no response.

You end up on a systematic cycle of follow up letters!

Why not call your patient. You either know them well or you have at least got to know them on their first appointment.

Brad Pearce Dental

You say:

“Hi John, this is Jayne from Green Dental. How are you today? Dr Green has asked me to call you.”(pause and listen to your patient)

“He is very concerned because you have not made your appointment for……and I am calling to make you an appointment.”

Can you see how the call is now personal? It is about the patient and their dental needs and about the relationship between the dentist and the patient.

Always CALL first before other means of patient communication.

If the patient answers the call you can now ask questions, answer questions, try to remove anything getting in the way of the patient going ahead and making their appointment.

You can’t do this in an email, SMS, letter or postcard.

The more “RECALL” (I so hate that word!!!) letters I read, the more I realise how impersonal they are.

I know following up on a call with a patient can be a little uncomfortable at first and the reason your patient, didn’t make the appointment or cancelled is probably still the same reason they have not made another appointment, but this is your job.

This is what you do when you are truly helping your patients.

Once you start making follow up calls the RIGHT way it becomes easier after each call you make, and you get better and better and make more and more appointments for your patients, which means your appointment book is healthy and your patients are more healthy!

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My next public speaking event is my live full day Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” and is being held in Brisbane on Friday April 6th 2018.

Click here on this link to register.

Click here for information on Sydney and the Gold Coast.

***
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

*****
At present I have availability for TWO new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

 

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Knowing This Number Will Make The Difference

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You hire the very best team.

People with a great attitude and a desire to learn. They have a desire to be better and they want to help you grow your business.

You expect your team to be big performers in your business and you want them to be giving you the results you expected when you hired them.

The one area you have high expectations is on the team’s ability to get the phone calls right and make appointments.

Yet you give them no directions on how to do this and why it is important.

Dentists, never presume or take for granted that your team know what to do, how to do it and why they are doing it.

It is up to you to let your team know this.

Call Conversions are such a crucial part of your Dental Business yet it is often taken for granted when the phone is ringing, that everything is fine when in many cases it is not fine at all.

Give your team the responsibility and accountability to track and measure the calls coming into your office. Then track and measure the calls being converted.

You need to know if you have a healthy call conversion rate.

Without a healthy call conversion rate you will not grow your business and patients will be slipping through your fingers and not being helped.

Start counting.

A Dentist once asked me how to track the calls.

My answer was simple.

I said:

“Count them.”

I know there are other more intellectual ways of tracking and measuring calls but if you want to start today just count them.

It is that easy.

If you have the right team with a great attitude and you explain why it is important to track these numbers, they will start counting the calls.

It doesn’t take much time each day to know your call numbers.

Warning: you may be alarmed at what you find out but knowledge is power and at least now you can set a plan to fix things and increase the number of appointments being made.

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My next public speaking event is my live full day Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” and is being held in Brisbane on Friday April 6 2018.

Click here on this link to register.

Click here for information on Sydney and Gold Coast.

***
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

*****
At present I have availability for THREE new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

 

 

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Do You Have One Of These? If Not Then You Must Get One

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I know I have you all wondering what you need to get.

You need to get a point of difference for your dental business.

Your patients are looking and searching for it.

Your patients want it and you need it.

A point of difference is the one thing that sets you apart from the rest.

The difference is why people choose your practice when they make their appointment.

So what is it?

Your point of difference is a great way to set yourself apart on that first phone call with a prospective New Patient.

This is the very best time to start to set yourself apart.

Ok, so how do you set yourself apart from other Dental Offices on the first phone call?

That’s easy.

Be polite and be a great listener.

Yes it is easy but it is also easy not to do.

Most people when they call a Dental Office have a lot of questions and also have a lot to say to you, so listen and be polite.

Giving the caller time and attention is something many offices overlook.

If you give the caller time, and you listen, then you are off to a head start straight away.

You have set the tone.

In the first thirty seconds of that first call, the caller has already decided if they like your office and want to do business with you.

Now don’t be tempted to start answering all the questions immediately, take your time and ask your own questions.

Get the caller doing most of the talking.

The caller will appreciate your concern and attention.

People love to talk so let them talk.

Find out what you need to know and listen.

You are now building rapport just by listening.

How easy is that?

The next step is so much easier.

Once you have listened to the caller, you know their dental concern and they will be ready to make their appointment.

So setting yourself apart from the rest is about listening and spending time with a caller.

This is missing from so many calls being made to dental offices.

Make sure it is not missing from your dental office.

Make a difference and make the difference.

You don’t ever want to be missing out on the opportunity of a caller becoming your New Patient.

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My next public speaking event is my live full day Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” and is being held in Brisbane on Friday April 6th 2018.

Click here on this link to register.

Click here for information on Sydney and the Gold Coast.

***
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

*****
At present I have availability for TWO new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

 

 

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Posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management | Tagged , , , , , , , , | Leave a comment