This Is What Your Patients Notice

06970 dental phone excellence logo v5

The answer is your patients notice…….

EVERYTHING!

This is the reason why you need to make sure everything is great!

Good enough is just not good enough anymore!

You need your Dental Office to be amazing for your patients.

How your dental office look makes up a big part of this feeling!

Creating a great look for your practice is one on the easiest ways to impress your patients, yet I see it being so overlooked!

Now one of the easiest ways to start to be amazing is to take a long look at your dental office.

So how do you know what your patients are looking at?

It is best to believe your patients are looking at everything.

IMG_0915

One of the best and easiest ways to test out what your patients see is to have all of the team, walk into your practice and pretend they are a patient.

This means coming to the front desk to be greeted just like your patient arriving, having a seat in the patient lounge, walking to the treatment room, sitting in the dental chair and then returning to the front desk and finally leaving, just like your patient.

Here is a list to get you started:

Check these when you arrive:

  • Is the entrance near the front door clear of leaves and rubbish that may have blown around during the day?
  • Is the glass on the front door clear of fingerprints and dust?
  • Is the entrance flooring clean and clear of toys etc?
  • Is the front desk wiped and ready for the patient?
  • Is the team ready to greet you?
  • Does the team smile and make you feel welcome?
  • Does the team come away from their desk to greet you as a New Patient?

 

Check these when you sit down in the patient lounge:

  • Are there enough seats and are they clean?
  • Are the up to date magazines put back after each patient?
  • Are shabby and ripped magazines removed from the lounge?
  • Are toys cleared away after children?
  • Is the lounge area dusted and any screens wiped over?
  • Are all the light globes working?
  • Are the walls clean of marks?

 

Check these when you walk to the treatment room:

  • Are there marks on the walls?
  • Are the floors clean?
  • Does the team smile as I walk past the rooms?

 

Check these when you sit in the Dental Chair:

  • Is there somewhere to hang my coat and place my handbag?
  • Is the chair clean and dry?
  • Is the light over my head free of fingerprints and smears?
  • Are there big marks on the ceiling?

 

Once your team gets into the habit of checking things consistently they will be doing it all the time as they walk through the practice doing what they normally do all day.

You want your team to be noticing things just as much as your patients!

You are communicating so much to your patients as they look around your dental office and notice things.

Your patients should be raving about not only how good your dentistry is and but how good they felt going to your dental office.

Make what your patients see, part of a positive and memorable experience for them.

DHO_9878.jpg

My next public speaking event is my live full day Master Class

The Sydney Master Class is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 22nd June 2018.

Click here on this link to register.

Click here for information on Sydney.

***
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

This Type Of Patient Communication On The Phone Is So Important

06970 dental phone excellence logo v5

We do hold the world in our hands.

Our hands control so much communication.

A colleague of mine who is also a body language expert has got me thinking about hand gestures.

Now the first thing that comes to mind is of course all the very rude hand gestures that have been developed over time. You often wonder how they all came about.

Who was the first person to get annoyed and stick their finger aggressively in the air?

Our non -verbal communication has such a big impact on how we communicate.

Now I know that when I am training dental teams to answer the phones and communicate with patients and prospective patients and I am focusing very much on verbal communication.

Verbal communication on the phone must be very clear and concise to be effective.

There is no non-verbal communication used when you are speaking on the phone.

Or is there?

Non-verbal communication happens all the time while we are on the phone.

Girl on phone

OK, the caller can’t actually see the non-verbal communication you are using but it definitely starts to affect the message you are sending verbally.

I believe non-verbal phone communication has a very big influence on the caller and keeps you involved in the call and fully engaged.

Phone call non-verbal communication includes:

  • Smiling. You send a positive, “I am ready to help you”, message to the caller. The caller can hear your smile.
  • Standing up when you are talking on the phone. You now send the message of being in control and more assertive on the phone
  • Your hand gestures guiding the caller as you go through important steps helps the flow of the call.
  • Head nodding in agreement with the caller even when they may not be quite right.
  • A type of eye contact is happening even though you cannot see the caller. This creates a real focus with the caller and their words.

 

The impact that non-verbal phone communication has on your caller should never be underestimated.

Be aware that your non-verbal communication is influencing your caller and start being more aware of it.

Non-verbal phone communication often comes naturally but once you think about it more, then you give yourself the opportunity to enhance the patient phone call even more.

So sit up straight, smile, wave your hands a bit, imagine the caller is in front of you and look them in the eye, nod your head in agreement and make that non-verbal engagement with your caller.

DHO_9878_1

My next public speaking event is my live full day Master Class

The Sydney Master Class is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 22nd June 2018.

Click here on this link to register.

Click here for information on Sydney.

***
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 | Tagged , , , , , , , , , | Leave a comment

How You Talk To Your Patient Makes A Big Difference

06970 dental phone excellence logo v5

I was having some small talk with a woman at the airport on last week. There were a few questions, lots of smiles and the conversation ended with a kind farewell. We seemed to make a difference in each other’s day.

Big talk or small talk?

Dental talk or a chat?

What type of talk should we be focusing on in our Dental Office?

There are times when you become very focused on the big talk with your patients. By big talk I mean the talk about dental stuff, and you forget to make small talk.

By small talk I mean about the small personal things in life.

I believe the small talk can be the big talk when it comes to our patients.

Now I am definitely not saying that the big talk, the talk about treatment, the consequences of no treatment and a clear next step should not be a big part of your patient conversation but don’t ever underestimate the impact that small talk has on your patient.

Small talk connects you emotionally with your patient . It is where we find something in common. The small talk is also where likeability is developed and a foundation for an ongoing relationship is formed.

shutterstock_126702572 copy

Small talk is what gives us the opportunity to really get to know our patients and know what they need and want.

I believe you cannot build a lasting lasting long term relationship with most of your patients with only a conversation about the patients treatment.

Nurturing a connection with the patient is ultimately what keeps your patients coming back.

Never underestimate small talk. It is very powerful stuff.

The stuff that builds your business.

The small talk can even take you to the big talk about patient treatment.

My personal experience is the small talk relaxes people so they are ready and open to the serious and important conversation about treatment.

Diving straight into discussing treatment with a patient can be very dangerous.

The small talk also gives you a perfect opportunity to find out more about the patient and what drives them in their decision making.

So next time your patient starts to chit chat with you, be part of the chat and see what a difference it makes to treatment planning and treatment acceptance from your patient.

 

DHO_9878_1

 

 

 

 

 

 

 

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 on the Gold Coast on Thursday 7th June 2018.

Click here on this link to register.

Click here for information on the Gold Coast.

There are only a few seats left.

After the Gold Coast I will be presenting my Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  in Sydney on Friday 22nd June 2018.

Click here on this link to register.

Click here for information on Sydney.

Then London here I come. I will be presenting with Dr David Moffet at the Ultimate Patient Experience Workshop on Saturday 4th August 2018

Click here on this link to register.

Click here for information on London.

 

***
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

Cancellations: Should You Do This Or Not?

06970 dental phone excellence logo v5

I know I talk and write about this a lot.

Yes, you guessed it. Cancellations.

Lately I have read a lot of frustrated posts from Dental Practices regarding patients who cancel appointments.

Even though most practices either receive many or some cancellation calls, the one thing I know is it is a problem in many practice and something that you must keep on top before it gets out of control.

Now if you believe or feel you have no cancellation issues at your practice, then I challenge you to check your numbers to make sure you are right!

When I see a social media post about appointment cancellations it is sending me a message that this practice has a huge problem with cancellations.

The problem I also see is how annoyed they are with their patients for cancelling their appointments. This is not very good, but I do understand!

But here is the thing, when you post anything on Facebook you must always consider your patients or potential patients reading your post, who don’t cancel appointments.

Laughter

I am a firm believer that your team can be a major contributing factor to the cancelled appointment.

Please don’t be annoyed by this comment but let’s have a look at the facts.

By posting on social media that you have a big problem with cancellations, you are telling me that many of your patients cancel their appointments and unknowingly you now give your patients the message that it is ok to cancel appointments, even if you state that there is a consequence.

I recall in one of my Master Class attendees shared a story about a patient who worked out how to avoid paying a cancellation fee. The patient would call to reschedule their appointment then a few days later would call again to cancel the appointment. The practice had a cancellation policy that stated if a patient called to cancel with less than 48 hours-notice, they would have to pay a cancellation fee. The initial call was to reschedule not cancel then the next call was to cancel but the call was with enough notice.

Interesting strategy to cancel the appointment without paying the cancellation fee!

Preventing cancellations is always the best solution and it goes right back to when and how the appointment is set up.

You may have heard me speak about the type of language we use when making a patient’s appointment.

Saying this is not a great way to reduce cancellations:

“Your appointment is………………..I will call you two days before in case you need to change the appointment.”

Even though this type of language is polite, you have now given the ok for the patient to change their appointment.

Other examples are:

“Please call us if you cannot make this appointment.”

“I will call you to confirm the appointment.”

Your patients believe that the appointment is not confirmed until you call to confirm it. Why are you not confirming the appointment at the time the patient makes it? You can still call them prior to the appointment with a courtesy call to let them know you are looking forward to meeting/seeing them.

Can you see how you communicate with your patients, is creating a mindset that influences their decision to cancel their appointment?

Have a close look at how you set up and make appointments and how you handle cancellations.

Is having a Cancellation Policy the best solution?

DHO_9878_1

 

 

 

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.

There are only a few seats left.

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.

The Sydney Master Class is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 22nd June 2018.

Click here on this link to register.

Click here for information on Sydney.

 

***
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

Are You Asking This Question When a Patient Calls To Cancel Their Appointment?

06970 dental phone excellence logo v5

You know this scenario:

Your patient has an appointment booked in today.

The appointment has been confirmed and your patient and their /treatment has been discussed at the morning team huddle.

Your patient now calls to cancel their appointment.

Does your front office team ask your patient the why they need to cancel their appointment?

I am sure many of your patients are being asked why they are cancelling their appointment.

But this is usually what happens next.

Your front office team ask for the cancellation reason, record the reason in their dental software or on a cancellation list and then reschedule the appointment or don’t make the patient another appointment.

Your front office team now believe their job has been done and they have followed the cancellation procedure.

Your patient goes onto a cancelled appointment list to be followed up to make another appointment when there is time to make these calls.

Cancelled Appointment

This is happening because this is what most front office teams are instructed to do.

Now this is a much better scenario:

Your patient calls to cancel their appointment.

Your front office team finds out who is calling and they look up your patient’s file/chart immediately then they ask the reason for the cancellation.

Once the cancellation reason is known, your team now look for a solution to keep your patient in their appointment.

Now I know this is not always possible, depending on the cancellation reason, but if you look for a solution then offer a solution to your patient, you give your patient the opportunity to change their mind and keep their appointment.

Every patient who calls to cancel their appointment should be offered this rather than immediately and automatically moving the patient’s appointment or adding the patients name to a cancellation list.

 

There are two reasons why this is the best way to handle the cancellation call:

  1. You have helped your patient by keeping them in their appointment and having necessary and often vital dental treatment and care.
  2. You reduce your workload by not having to either find a patient to move into this available appointment or follow up your patient to make a new appointment.

 

Once you consistently ask your patients why they need to cancel their appointment and then take the next step by looking for a solution so your patient can keep their appointment, you will really be helping your patients and your dental business.

You also start to change the mindset of your patients who will believe and know that once they make an appointment they will also keep their appointment.

 

img_0578

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.

***
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

Stop Doing This When You Answer The Phone In Your Office

06970 dental phone excellence logo v5

Our duty of care as dental professionals is to help our patients say yes to necessary and vital dental treatment and care.

Once upon a time in a land far away there once existed patients who always said yes to the treatment and care prescribed to them by their dentist.

Now patients are being constantly bombarded by information overload with so many choices and decisions to be made, that they become CONFUSED.

You now, not only advise patients on the treatment and care they need, you have to ensure your patient is not confused and remove the confusion they may already have before you even see them.

This confusion becomes very apparent on the first phone call to your dental office.

Once upon a time in a land far away in the beginning of time, a person would call a dental office with a dental concern or problem, make an appointment, keep the appointment and go ahead with treatment and care.

This person then became a long-term patient of your dental practice.

Now more and more people call a dental office armed with all the information they have gathered which more than often makes the caller confused and unsure about even making the appointment.

Scared Face

Your job when answering phone in a dental office is now not as simple as just making an appointment.

Now you need to know how to handle the caller’s questions and their resistance to making the appointment, even though an appointment is exactly what they need.

The caller wants to know how much everything costs, how long it will take, will it last, how much will their health fund give them back, do you offer gap free dentistry, are you open after hours, can they be seen today and much more!

The big trap is to start answering the questions straight away on the phone call.

It is very hard not to start answering questions, but you must not answer a caller’s question up front.

I am not saying you must not answer the caller’s question/s but don’t answer them straight away.

Answering the first question you are asked means the caller will probably thank you and end the call.

To take the caller from their first question to making an appointment you must find out more about the caller’s dental concern/ problem first then address their questions.

The caller wants your help, so help them.

Start asking your questions instead.

Ask the caller, “Do you mind if I ask you a few questions first, so I can help you?”

Most callers say, “Yes”.

Answering their first question is not going to help the caller, especially if they then end the call before you even get a chance to help them.

If you change just this one thing when you answer the call you will be amazed to see the different result you get.

You will make more appointments and you will help more patients.

img_0578

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.

Then keep an eye out for my Sydney Master Class on Friday 22nd June 2018.

***
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

This Could Be Happening At Your Practice

06970 dental phone excellence logo v5

I was sitting in a medical practice the other day and had a real eye opener to what could be happening in many practices.

I heard things said that I wish I had not.

The first thing I heard was how patients were greeted when they arrived for their appointment?

“Have you been here before?”

Asking a patient when they arrive at the practice, if they have been there before, is not a great start especially if the patient is a long term patient.

Oops now it is a little awkward!

The patient was embarrassed and the front office was embarrassed.

I could see the patient was confused and felt unimportant.

I felt awkward just listening to this conversation.

The front office did not apologise for the oversight and this made the patient feel even more unimportant.

If the front office did not know the patient why not ask for the appointment time. You can then work out who the patient is without all the embarrassment.

The next thing I noticed was the inability to answer a call by 3 rings.

A ringing phone does not just leave a person hanging on the phone waiting but the patients in the patient lounge are listening to a phone ring, ring and ring! This is never good.

shutterstock_581922091

“Hello surgery.”

Make sure you have a well thought out phone greeting.

Thank the caller for calling/choosing your practice, introduce your practice and your name then offer to help them.

“Thank you for calling Green Dental, this is Jayne. How may I help you?”

I also saw people on the team chatting between themselves about non dental while the phone was ringing. Now is not the time to chat about the type of coffee you had that morning.

A ringing phone must be answered as soon as possible. The phone is the lifeline to your business and patients are waiting anxiously most of the time.

“Would you like an appointment?”

Never ask a caller if they would like to make an appointment. Presume they do want to make an appointment, after all, they have called you with a dental need and so an appointment is what they need.

“I can squeeze you in.”

Squeezing a patient in seems like their appointment is not important and of value. Avoid saying this at all times.

“Can I have your surname?”

Why do some offices ask this first. Ask for the patient’s first name. Say it back in the conversation then ask for their surname.

“I can add you to our cancellation list”

“Often we do get last minute cancellations.”

“If someone cancels do you want me to call you?”

This sends the message to your patients that we get lots of cancellations and this is normal. This just adds to the cancellation mindset that we are trying to prevent.

You can see there are so many things being said to a patient when they arrive for their appointment or on the phone call, that could be said so much better.

Check this is not what your team is saying to patients.

img_0578

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.

***
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