Inside The Mind Of Your Patient

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I heard this recently on the radio, “Quality at an affordable price”.

What does this mean?

What is quality and what is affordability in your Dental Practice?

Quality is the standard you measure things against. Affordability is about being able to pay for something.

You know your patients go ahead with treatment once they “get it”.

Laughter

Quality and affordability play a big part in your patient’s decision making when it comes to going ahead with treatment.

When your patients have a sense of value for their treatment then they will go ahead with treatment.

Once patients get the value of their treatment then they get the quality and it becomes affordable.

If there is no value then there is no quality and treatment is not affordable.

But what do your patients value?

What is important to your patients?

Every patient will be different so you must find out if you want your patients to go ahead with treatment.

So much emphasis is placed on quality being about money.

Money now becomes the key decision maker for your patients.

So often you fail to find out what else is important to your patients.

You make a presumption that money is what your patients value the most and there are so many other things they value.

This happens right at the beginning when a person calls your office with a dental concern and problem they need help with.

The caller asks about the price and then the call becomes about the price. Price becomes the value. You then try to build value and quality around the price.

This also happens when patients are presented with the fees for their treatment.

Take the time to find out what else your patient values.

Look at what else your patients also value:

  • customer service and how you make them feel at their appointments
  • their appointments are always on time
  • convenient location and parking
  • pain free dental treatment
  • the connections with you and your team
  • your professionalism
  • trust that you will always have their best interest at heart

Take the time to find out what your patients value and keep building that value for them.

They will soon understand the quality of their dental treatment and it it won’t be only about the price.

DHO_9878

The next Master Class is in Brisbane- Friday 12th October 2018. 

Click here on this link to register.

Followed by the last Master Class for 2018 in Sydney- Friday 16th November 2018. 

Click here on this link to register.

**
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, Dentist, Phone Skills, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

The Best Way To Easily Talk With Your Patients

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To really help your patients effectively you need to first be able to talk easily with them.

Talking WITH your patient is different to talking TO your patient.

You want ALL communication with your patient to be a discussion where your patient actually does more talking than you do.

But how do you easily talk WITH your patient?

The answer goes back to the beginning, when you first meet your patient.

When your team first speak to your patient on the phone.

Woman on phone 6

When your team meet your patient at their first appointment.

What was the type of conversation that happened at these initial touch points on the phone and on arrival at that first appointment?

This conversation is the one that sets up how you and your team will continue to talk with your patient.

This first conversation on the phone is often referred to as “cutting the ice”.

This first conversation is all about getting to know the caller, finding something you have in common with the caller and getting past any awkwardness on the call.

Being able to do this comes easy to some and is very difficult for others.

I believe you can learn communication skills to help you “cut the ice” on that first phone call.

So why do some people just know how to start up a conversation with people and others have trouble.

It takes practice and getting past your fear of beginning a conversation with someone you don’t know.

People are successful on this first phone call when they are confident and fearless. They know what to ask the caller and where to take the call.

They are friendly, assertive and know the purpose of the call is to help the caller and make them an appointment or help them keep their appointment.

Once you are focused on the purpose of the call and you keep trying to make conversation with the caller other than just their dental concern, then you will begin to “cut the ice” with the caller.

Many people who start working in a dental office find starting a conversation with a caller quite difficult but soon it becomes easy, enjoyable and all part of your day helping people.

DHO_9878

The next Master Class is in Brisbane- Friday 12th October 2018. 

Click here on this link to register.

Followed by the last Master Class for 2018 in Sydney- Friday 16th November 2018. 

Click here on this link to register.

**
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, Dentist, Phone Skills, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

Offer This To Your Patients At Every Appointment.

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Customer service is what makes the difference in your dental office.

Customer service is memorable to your patients, referable, and also creates the value your patients are looking for.

So what is customer service in a dental office?

It is a patient experience.

A real patient experience is something that is often intangible and your patient will love it and want it every time they see you.

Your patient will remember the experience and want to tell all their family and friends about it.

So how can you give your patients an experience to remember?

What is a memorable patient experience?

Look the part. You need to visually wow your patients. Keep your patient lounge simple, clean, tidy and easy on the eye. Too much clutter and busy colours can confuse patients. You want your patients to enjoy their surroundings.

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Start by creating a calm and relaxing environment for your patients at the practice.

Make a great first impression on the phone. Have the right people answering the phones and get it right. You only have one chance at this. Don’t blow it!

Greet your patients warmly by their name and acknowledge them. Stand up, move away from your desk and go up to your patient to greet them when they arrive.

Offer something to your patient when they arrive at the practice.

Finding out what your patients like and prefer from their cup of coffee, their appointment times to how their appointments are paced and remember this at each appointment.

Being a part of your patient’s life and sharing their events is a must. Really get to know your patients and not just what is going on in their mouth, this will give your patients a feeling of importance and value.

Ensure everyone on your team smiles and is genuinely pleased to see your patients and make sure they are ready and willing to help them. Patients quickly pick up on the team’s mood and enthusiasm.

Once you create the patient experience you want to deliver then make sure you offer this same patient experience at every appointment to every patient.

Offering a consistent patient experience is what is the most memorable for your patients and will keep them coming back for their next appointment.

Are you giving your patients the patient experience they deserve or could you be doing a whole lot better?

DHO_9878_1

The next Master Class is in Brisbane- Friday 12th October 2018. 

Click here on this link to register.

Followed by the last Master Class for 2018 in Sydney- Friday 16th November 2018. 

Click here on this link to register.

**
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, Dentist, Phone Skills, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

Giving 6 Star Service On The Phone is Easy.

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I am often asked how do you give excellent customer service on the phone. The answer is very easily.

The best customer service is when a call becomes an appointment.

You just need to have the right type of attitude and language to use with patients.

The biggest obstacle I see with Dental Teams is that they don’t have the right attitude.

I am not saying that the Dental Teams I work with have a bad attitude, most of them are amazing, but they just don’t have the right mindset.

Often Dental Teams gets caught up the daily grind of the practice and focus on the negative aspects of their job and some of the more difficult calls they have during the day. This then eats into their psyche and affects how they respond to people on the phone and face to face at the practice.

You can easily lose sight of this. The purpose of each call coming into your dental office is to make an appointment.

I do get this but with some practice, determination and focus you can step into the right mindset.

Every person who calls your dental office deserves the very best of you. The caller has a dental problem or concern they need you to help them with.

The best way to help a caller is to make them an appointment.

Great Attitude[1]

Here are some easy steps to follow if you want to offer 6 star customer service on the phone:

  • Have a friendly consistent phone greeting that represents your dental practice
  • Smile and nod
  • Keep you tone upbeat and adjust it where necessary. You don’t want to appear happy when the caller is in pain and upset.
  • Don’t dive straight into answering the caller’s first question. This will end the call as quick as it started if the caller does not like your answer.
  • Ask questions so the caller is doing most of the talking.
  • Stay in control of the call
  • Listen and acknowledge what the caller is saying. The caller will feel important.
  • Be agreeable. You don’t have to agree with what the caller is saying to be agreeable. This is the number one reason why callers start to get annoyed on the phone.
  • Don’t keep a caller on hold for long. Offer to call back where necessary and give a time frame and stick to it.
  • Offer a solution to their dental issue by making them an appointment.
  • Ask the caller if there is anything else they are concerned about so you can let the dentist know before their appointment.

See I told you it was easy but guess what?

Dental Offices are not following these easy steps.

This is all that is needed to offer amazing customer service on the phone.

Start doing this today and you will soon see the difference. You will be more confident on the phone, more callers will make appointments and your day will be so much more enjoyable.

DHO_9878

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 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

Click here on this link to register.

**
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, Dentist, Phone Skills, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

Your Team Need To Know This

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I am amazed at the high level of clinical knowledge Dentists have.

There are so many clinical courses available to you like never before.

I see you add your expertise to your website and social media.

This sets you apart from the rest, as the dentist who has a particular, clinical expertise.

But when you complete a course do you share the basics of your knowledge with your team?

Do you make sure your team, who are answering the phones, know what to say and ask when patients are calling for the particular treatment you now offer.

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Your website and social media promote you as the go to dentist in the field of, let’s say, implants, your team need to know what to say and ask callers when they ring your office.

If your team don’t know what to say, then you could be missing out on a lot of patients wanting and needing implants.

If you haven’t thought about this. Now you are.

Once you increase your level of expertise, you need to increase the level of expertise of your whole team.

Meet with your team regularly and go over the type of questions callers will ask and how to handle types of calls.

You want to make sure your team are well equipped to handle the calls and make the appointments.

Don’t let all your education, training and expertise be in vain because the people who want what you can give them never actually make it to your dental chair.

DHO_9878

he 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 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

Click here on this link to register.

**
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, Dentist, Phone Skills, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

The Two Things Your Patient Should Do After Their Appointment

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No, it’s not say goodbye and head to the bathroom! Even though this is exactly what most patients do.

After every appointment your patient should leave:

  1. With a next appointment
  2. Pay for the appointment they have just had.

 

Discussion with patient

Simple and easy to do.

Now the tricky part is to make sure it is done in the right order.

First make your patients next appointment and second, take their payment.

I see so many dental teams do it the other way around.

Even though we know all our patients should be ready to make their next appointment or check the date and time of their Hygiene Appointment, it is still important to do this first.

If you take the patient’s payment first then there is an open gate to leave without making the next appointment.

You probably know what I mean. You may have heard your patients say this:

“That’s OK I will call you and make the next appointment later.”

“I need to check my diary when I get home.”

“I’m in a rush, I haven’t got time to make the appointment now.”

“I don’t know what I am doing.”

Now I know that not every patient will do this, but it is amazing how many will.

There is nothing keeping the patient in front of you as they have made their payment and it is time to head out of the door.

The other reason it is a good idea to make the appointment before taking the payment, is because the discussion with the Dentist about the next appointment, is still fresh in their mind, so it makes sense to do it now.

If the patient needs no appointment for ongoing treatment with the Dentist, they will have another appointment that was made previously after their last preventive care appointment with Hygienist, OHT or the Dentist..

Check the date and time in the appointment book with the patient.

This is now not the time to make any changes to this appointment so don’t suggest it to your patient.

Avoid saying, “Is this time still suitable to you?”

This appointment has been confirmed already when the appointment was made so leave it there.

“Your appointment with Mary, your Hygienist is confirmed for…..….at…..

Now is the time take your patients payment.

Now you can say goodbye to your patient and they will head to the bathroom!

DHO_9878

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 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

Click here on this link to register.

**
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, Dentist, Phone Skills, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

A Secret To Converting More Calls To Appointments

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Surely a person who calls your dental office wants an appointment.

You would think so.

But all you really know for sure is that most people who ring your dental office have a dental problem or concern.

The next step is up to you.

That is the secret.

Listen to this

Making the appointment is what you now need to convince people that call your dental office.

“Your ability to sell, persuade, negotiate and convince others will affect every area of your life.” Grant Cordone (Coach)

This quote from Grant is so true in a dental practice.

There is only one problem.

You need to let your dental team who are answering your phones know this!

Sell, persuade, negotiate and convince.

This is what your dental team are doing every day with patients on the phone and at your practice.

Or are they?

Do your team members have the skills so they are ready to do this?

When the calls come into your office the front office team need to convince the caller of three things:

  1. They have called the right dental office. By that I mean the best out of all the practices they have called or are about to call.

 

  1. The best way to help the caller is to make them an appointment

 

  1. Get the caller to agree and say yes.

 

When a caller rings your dental office, they have already started to choose you, but they have not completely chosen to make an appointment.

When you answer that first phone call, the caller is now making more choices based on what you sound like, how kind and friendly you are and how helpful are you.

The next step is the missing step on most New Patient calls. The person answering the call at your office does not have the communication skills to convince the person that making an appointment is now the best thing to do.

These communication skills can be learned easily.

Once your team have the skills to communicate effectively on that first phone call then more calls will be converted to appointments and more quality patients will be sitting in your dental chair waiting for you the Dentist.

DHO_9878

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 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

Click here on this link to register.

**
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