Your Team Could Be Struggling To Swim

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“I was thrown in the deep end but it’s all good. I am still swimming.”

I heard this recently from a young girl working in the front office of a dental practice.

It made me think.

Is this happening unintentionally in many other dental offices.

Are your team swimming or are they starting to go under the water?

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One of the best ways to ensure your team are not going under the water is to make sure they have the skills they need to survive in a Dental Office.

Just like Dentists, Dental Teams need skills and education if they are to do their very best.

Teaching your team the skills they need to do their job well should be one of your highest priorities. The skills your team have directly affects your business and the care you offer your patients.

Before I start any Team Training I always ask each person on the team to list the 5 areas they need help with.

By asking this question to each person on the team I start them thinking about what they are good at right now and what they struggle with in their job working in a Dental Office.

I am always amazed at how honest they are in their responses.

To be able to convert a New Patient Call to an appointment that is then kept is always a challenge for many teams.

How to prevent and handle the cancellation call is also a struggle.

Teams want to know what to say and ask.

A lot of the time the call is over within a few seconds, even before they find out what the caller’s dental issue is.

A big issue for many teams is how to make sure all the patients have a next appointment. They feel the pressure and responsibility to make the appointment, but then do not understand why the patient makes no appointment.

Knowing what you struggle with is an important first step in becoming better.

The next step is to work out what to do, to overcome your difficulty and then take action and make changes.

This is when improvement can be tracked and measured to see results both personally and professionally.

This is training in a nutshell.

Along the way, the self-worth of the team also improves and you know how powerful that is for the people in your business as well as for your business.

It is amazing to see teams be transformed from not believing they can do it, to actually doing it.

Once teams have the skills they need to do their very best, they will be able to swim a marathon!

 

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My next public speaking event is my live full day Workshop with Dr David Moffet from The Ultimate Patient Experience.

I will presenting  How To Build An Ultimate Patient Experience One Day Workshop with Dr David Moffet in London on Saturday 4th August 2018.

Click here on this link to register.

Click here for information on the London Workshop.

The next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

This Master Class is followed by Brisbane and Sydney

Brisbane Master Class- Friday 16th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th October 2018. 

Click here on this link to register.

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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…..

*****
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

The Easiest And Best Way To Make An Appointment

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It is so easy to get caught up in the day and lose sight of what you should be doing for your patients.

You should be trying your best to make life easy and less confusing for them.

I’m a realist, I know there are times when this does not go to plan.

But you do want life to be less confusing and easy for your patients MOST of the time.

One particular time that can easily become confusing for your patient, is when you are about to make an appointment for them.

Now for some reason the simple act of making an appointment with a patient who is ready and willing,  becomes a confusing and difficult. as well as suiting your patient, the appointment time MUST also suit your Appointment Book.

When you make an appointment for your patient, the appointment MUST suit both your patient and your Appointment Book.

Very often the Appointment Book gets forgotten.

I know this is easier said than done when you have a patient demanding appointment times on the phone or in front of you.

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Making your patient an appointment can be very straight forward and easy, but this is what I see happen in many Dental Offices.

The patient is offered a “shopping list” of appointment times to choose from.

The best way to confuse your patient is to give them too many choices.

Can you see how this will now start to happen.

This may be happening unintentionally, right now in your Dental Office.

The other way I see patients getting confused when trying to make an appointment is when the front office coordinator starts to play “Appointment Tennis” with the patient.

You go back and forward between appointment times until an appointment time is found or the patient forfeits the game and says,

“I will wait until I get home and then let you know.”

You know, most of the time they don’t ring back!

You want to remove all possibility that your patient will ever feel confused and put making an appointment into the “too hard basket”.

Start looking at your Appointment Book so you are prepared to make appointments for your patients.

At all times make a rule.

The rule is you offer two choices to your patient:

“Would you like morning or afternoon?”

“I have an appointment for you on…..at…. or…………”

“How does that sound?”

BAM! The appointment is made quickly, easily, with no confusion!

 

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My next public speaking event is my live full day Workshop with Dr David Moffet from The Ultimate Patient Experience.

I will presenting  How To Build An Ultimate Patient Experience One Day Workshop with Dr David Moffet in London on Saturday 4th August 2018.

Click here on this link to register.

Click here for information on the London Workshop.

The next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

**
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

Try This Question With Your Patients

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When you work in a Dental Office, ultimately your goal is to help your patients and ensure you are also running your dental business well.

You can do both at the same time.

To help your patients you want them to decide on and accept necessary care and treatment.

You would agree, wouldn’t you?

I know it is not as easy as it sounds.

Many of your patients are torn between why they should and why they shouldn’t go ahead with treatment, even if you have discussed with your patient, the negative consequences of not having treatment.

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I hear and read so much about how your patients should make the final decision when it comes to their treatment.

The problem I see is that a patient with an unsure mindset about going ahead with treatment, is often asked these type of questions:

“When would you like to get started?”

“Would you like to get started?”

“When will we make you an appointment?”

The unsure patient then says,

“I need to think about it.”

“Let me check my diary when I get home.”

“I don’t want to start just yet.”

I am sure you have heard this from your patients all too often.

Have you tried this?

I had a lot of success with patients who were still a little unsure and this is what I said to them.

“Let’s make an appointment for you straight away while we can still do treatment on your tooth.

“How does that sound?”

Rather than asking the patient if they want to get started and make an appointment, you presume they are ready.

They really are ready, they just need some help with their decision making.

Start with a statement about the care and treatment your patient needs and getting started, then ask them if that is ok.

“How does that sound?”

This is such a great question to ask. It gets your patient thinking about what you have just said about the treatment and care they need and still allows your patient to make their own decision.

What I found over the years of speaking with patients is this was a much more effective way to ask a patient to go ahead with their treatment and to make them an appointment.

Too many patients are delaying vital treatment and preventive care.

You need to make sure you are effectively communicating with your patients, so you can help them make the very best decisions with their oral and overall health.

Your patients need your help so help them!

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My next public speaking event is my live full day Workshop with Dr David Moffet from The Ultimate Patient Experience.

I will presenting  How To Build An Ultimate Patient Experience One Day Workshop with Dr David Moffet in London on Saturday 4th August 2018.

Click here on this link to register.

Click here for information on the London Workshop.

The next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

**
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

A Big Reason Why Patients Do Not Go Ahead With Treatment

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A Front Office Coordinator asked me what I meant when I asked her, “what gets in your patient’s way of making their appointments?”

She believed it was always about money or the appointment time.

This made me think.

Do we really find out what is getting in the way of our patients going ahead with important and vital dental treatment and care?

Or do we just guess what it is most of time?

Other patients have mentioned that they just can’t afford the treatment so we start to believe that this must be why the patient in front of us or on the phone is also not going ahead with treatment.

We are now getting in our patients way starting treatment, because we are not finding out.

Once you start asking patients why they are not going ahead with treatment they start telling you the reason.

I talk to many front office coordinators and when I ask them why they don’t ask patients why they have decided not to go ahead with treatment, their answer is always the same……they tell me they don’t feel comfortable asking patients this question and so they don’t.

This is like not asking a patient why they need to cancel their appointment.

Unless you know what is stopping your patient from going ahead you can’t offer a solution to help them.

Our duty of care is to help our patients but if we don’t know what the solution is how do we really help them.

Yes I know it can be a little uncomfortable at first asking patients, “Is there a reason you have decided not to go ahead with treatment?”, when you are not use to asking this question.

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But after a while it just becomes a normal question that you ask so you can help your patient.

Moving out of what seems to be comfortable to a slightly uncomfortable situation is how we make changes.

If you are a polite and friendly person, being assertive and helpful with your patients will always be appreciated and you will feel very comfortable having this type of conversation with your patients.

Having an excellent rapport with your patients also helps when you go to ask your patients these sort of confronting questions.

Confronting your patients should be about helping them rather than putting your patients on the spot and making your them feel uncomfortable.

These sorts of conversations with our patients take practice but keep in mind you do want to be very clear about what you are going to say and ask and ensure you approach the conversation with the patient’s best interest at heart.

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

The Melbourne Master Class is on Friday 31st August 2018. Details will be coming soon.

I will presenting  How To Build An Ultimate Patient Experience One Day Workshop with Dr David Moffet in London on Saturday 4th August 2018.

Click here on this link to register.

Click here for information on the London Workshop.

**
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 Is What Your Patients Notice

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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.

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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.

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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

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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.

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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.

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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

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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.

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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.

 

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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 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