Watch Out For This Happening With Your Patients.

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This week a great Aussie Airline was caught rolling their eyes at customers and one of the recipients was an editor for The Age newspaper.

Oops!!!!

In your dental office, once a few of your team start rolling their eyes at customers and patients then it reflects on every single person and on your business.

Eye rolling is symbolic of a breakdown in the culture of your business and the people working in it.

The scary part about eye rolling is that it can soon become an epidemic. One person rolls their eyes and soon most people in your business are doing it and believing it is acceptable behaviour.

Eye rolling sends the message that you just don’t care, you have had enough and why am I here doing this job.

The irony about rolling your eyes is that you believe that no one else can see it and they can, especially the people watching on.

Eye rolling replaces the need to say something in disapproval, yet catching someone rolling their eyes at you is equally as bad as the words they would have said.

It has become an acceptable way to handle a situation you disapprove of yet it is one of the worst things you can do. It leaves the recipient wondering what they had done wrong.

This applies very much so in a Dental Office.

Our duty of care in the medical profession is to serve and care for our patients.

If we want to excel we go above and beyond the service of care and give more,  making our patients visit to your dental office memorable and special.

Nothing should be a problem.

But as soon you roll your eyes in disapproval, you undo all the care that has been given to your patient.

If you see your team members rolling their eyes then let them know what they are doing.

Look at the culture and team satisfaction at the practice. Something could be wrong.

Eye rolling can be a fall out of something much bigger.

Having a satisfied, happy and productive team will mean no eye rolling.

So like the airline that has been caught out, if you discover that there is some eye rolling going on in your business, you can now do something about it to fix it before it gets out of control!

***

This blog  features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

***
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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Posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management | Tagged , , , , , , , , | 1 Comment

When You Discuss Money With Patients You Are Really Discussing This.

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In the Dental Office there is a real fear of discussing money with patients. I know because I had this same fear.

If I could avoid having to talk about money then I would avoid it.

I soon discovered that the discussion of money with patients was necessary.

Dentistry is an exchange of patient care and treatment, for money.

There is no getting away from this fact.

What I had to do very quickly was to understand that every time I discussed money with patients, I was really discussing dental treatment and care with them.

Once my head allowed me to see this, then it was so much easier to discuss money with a patient and it just made so much sense.

You can’t offer dental treatment and care (notice treatment and care in the same sentence. You must have both) without being paid for that treatment and care.

The relevance of the money discussion is equally as important as the discussion you have with a patient about their dental treatment and care.

If you believe what you offer is very important and necessary for your patient, then talking about the money is easy.

The discussion about money should always be relevant to the dental treatment and care and not two separate discussions.

Finding a way for your patients to be able to manage the payment of dental treatment and care is also a very important part of the money discussion.

Part of the care we offer our patients is to help them find a way to pay for their treatment.

When you absolutely believe your dental treatment and patient care matches the fees you charge, discussing fees and money is not difficult.

Make sure your team fully understands the fees you set and the sort of treatment and care the patient will receive so they can then help the patient understand the importance of their treatment.

The discussion about money does not have to get in the way of your team or your patients.

***

This blog  features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

***
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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Posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management | Tagged , , , , , , , , | 1 Comment

Eight Things You Didn’t Do In 2017 That You Need To Do In 2018

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I know there are only eight things on this list and there could be thirty or more.

Well start with eight and go from there.

This list of things to start doing in 2018 is in no order. You need to make the order work for you.

1. Train you team

You know I will always have training your team as number one!

A well-tuned and excited team with a high level of communication and operational skills is what keeps your business going.

I know you know this.

Look at what you did for your team in 2017. If you didn’t do that much in 2017, then it is time to change this.

No one has ever said to me that team training is a waste of time and money.

Keep in mind that the very best team training is the training that is consistently put into action and the results are being measured.

2. Track and measure your results today

Knowing where you are right now, is powerful stuff in your business.

Knowing where you want to go is also powerful.

The only way to do this is to track and measure then analyse, compare, make an Action Plan then TAKE ACTION.

3. Create a Team culture and belief

A team with culture and belief is one that works well together.

A Practice Culture is the gel that holds your team and the patients together.

Your team knows what is expected of them and are more likely to reach the expectation.

They will be strong and focused and ready to serve your patients.

4. Create a productive and time efficient appointment schedule

Does your Appointment Book let you down?

Are there too many patients cancelling appointments?

Are the appointments made with not enough time to do treatment?

Is your day chaos?

Are appointments not being made?

A healthy Appointment Book means increased production and time efficiency.

Ensure your team know how to create the very best Appointment Book for you.

5. Attract the right patients to your practice

I am always intrigued why Dentists don’t pinpoint the type of patients they want in their practice instead of trying to be everything to everyone.

Look at your marketing and work on finding specific patients who are a good match to your practice, the type of treatment you prefer to do and they are a match with the culture of your team.

You will find you will end up with more of the right patients who return for their dental treatment.

6. Set your financial goals

Once you are effectively tracking and measuring your results and growth you can set your financial goals.

Always make your financial goals realistic and achievable and share the goals with your team.

After all your team play a big part in achieving all the goals you set for your business, especially the financial goals.

7. Go above and beyond with your patients

This is the one thing I see missing from most dental practices.

If you have only been caring for your patients dentally, then it is time to do something more.

Get your team onboard to come up with ways to go above and beyond with patients.

How can you offer something amazing to your patients other than amazing dental treatment?

By the way thinking small can be the answer. The small things often make the biggest impact on patients.

Be memorable and make your patients feel special and important.

8. Set your business apart from others

So why are you any different from the other Dental Practices?

Keep asking yourself this question.

You need to have a great point of difference that makes you unique and keep patients coming back to you.

You may already be setting yourself apart from others but you need to be aware of the what that difference is, so you can continue to offer this to your patients.

……………………………..

What a year 2017 has been. Thank you for sharing it with me and reading my words each week.

I have loved being part of your year and look forward to the most amazing 2018.

I believe 2018 is going to be a year of courage, change and excellence for you all.

***

This blog  features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

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

Your Patients Keep Coming Back Because Of This Reason

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Merry Christmas.

The best way to think about what keeps your patients coming back and doing business with you is to look at yourself and what you do.

What keeps you doing business with the same people over and over again?

I am sure your answer is the same as my answer.

I do business with people I like and who make me feel special and important.

So how do we make our patients feel special?

Making sure that we give your patients a positive and caring experience is number one.

We need to respond to our patient’s and prospective patients on the phone in a caring and understanding way.

How we initially communicate with our patients is what sets the tone for future communications and appointments.

I recently read a post from a Facebook friend about her trip to the gym at the hotel she was staying at.

As she stepped up to her treadmill to start her workout she saw a large note.

Here is the note:

“Wow!” was all I could say after reading this.

My Facebook friend was equally shocked. She was just about to begin her workout and she did have her towel under her arm. My friend felt confronted and insulted by this impersonal note.

This made me think about how we communicate with people in our business and how it is better for us to send a message that is positive rather than a message like this one at this hotel gym.

Why did the hotel not do this? Instead they left a message to be read by every single person, including hotel guests with a towel under their arm?

A much more positive way to get guests using a towel during their workout would be to give each guest a warm smile and a lovely fresh towel to use on the equipment as they entered the gym.

Guests could be greeted:

“Good morning. Welcome to our gym. For your comfort (make it all about the guest and not other people) here is a fresh towel to use on the equipment as you exercise. Let me know if you would like another towel during your workout and if there is anything else I can do for you. Enjoy!”

Now how much better is that?

In the first place, the message about the towel is given face to face from a team member with a smiling face. This will always beat a note.

Secondly, it is a positive message and instead of insulting the hotel guest you have helped them enjoy their work out with the same result by letting them know that everyone uses a towel during their workout.

This is exactly the same at your Dental Practice.

Look at the messages you are sending your patients.

Do you have policies that your patients are offended by?

Do you have unnecessary signs in the patient lounge that are offending many patients?

Keep in mind the next time you go to print a sign that a sign is an impersonal message being sent to many and may not even apply to the person reading it.

Our world is made up of too many signs. Why not give your patients a break from yet another impersonal sign?

Say what you need to say to your patients verbally, as it is appropriate. Keep the patient experience personal and meaningful.

This is what makes your patients feel special and important.

***

This blog  features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

***
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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Posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management | Tagged , , , , , , , , | 1 Comment

We Start To Accept This As The Norm Very Quickly And Very Easily

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Dental Offices can be very busy places.

We get caught up in the daily grind and how we respond to our patients can become very automatic and regimented.

When things happen on a regular basis we do start to accept that this is just part of the daily happenings in our dental office.

When calls come in we can easily fall into the trap of believing that many calls are just a New Patient Enquiry that ends up with no appointment being made.

This is a very dangerous mindset that can very quickly create complacency and acceptance that it is OK when people do not make an appointment when they call our practice.

A call to our dental office really means that a person has chosen our dental office for a particular reason, and they have a dental issue or concern. And yet we sometimes make no appointment for them.

Every call that comes into your office is an opportunity to help a prospective patient and make them an appointment.

If the person answering the calls in a dental office does not have the belief that the outcome of every call should be an appointment then less and less appointments will be made.

Once teams start to track and measure their results they soon find out if that they are not converting as many new patient calls to appointments as they thought.

With no tracking and measuring your team has no idea how many calls are converted to appointments and often believe that most calls do make appointments when in reality this is not true.

Tracking and measuring helps us all become more accountable and gives us the real situation.

Get your team tracking their calls today. If you have the right team, the team that are dedicated and eager to do better, then they will be keen to start tracking.

They can then see where they struggle with their calls and where they struggle being able to make appointments. It might be something that can easily be fixed with better and more effective patient communication skills.

2018 is fast approaching and I know most Dental Offices are busy with patients who want an appointment before the end of the year, before they leave for holidays, but now is the time to consider 2018 and decide what you want for your Dental Business and patients next year.

If you believe your patient communication is letting you and your patients down then 2018 can be the year you get it right and your year to excel.

Now is the time to do something about it.

***

This blog  features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

***
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

Six Ways To Be Likeable On The Phone

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Have you noticed that for most people you meet who are likeable, it seems they do it effortlessly?

They are just liked by everyone immediately.

However, if you analyse, you may find this “effortlessness” is not the case.

Likeable people work at being likeable most of the time.

To be likeable means people respect you, listen to you, enjoy your company and love introducing you to their friends.

So being likeable is very advantageous both personally and in business.

How do you work on being more likeable?

1. Be a great listener

When you allow people to talk about themselves, they will appreciate you and like you more.

We live in a super busy world so we are spending less and less time listening to each other.

When you are on the phone in the middle of your super busy morning, stop and take the time to listen actively. Watch what happens as you start to become more aware of this.

2. Be agreeable

Likeability and agreeability go hand in hand!

You can be agreeable even if you don’t always agree with someone.

Being agreeable sends the message to your patient that you are listening and you understand what they saying.

Your patients want to be heard and have permission to give you their opinion and how they feel.

Being agreeable opens up the communication and improves your connection with patients.

3. Smile all the time

OK you never want to be that “smiling assassin” even though I am sure there are worse things you can do.

It is hard not to like a person who smiles but very easy to not like someone with no smile!

Your patients know when you are smiling on the phone. They may not be able to see you but they can hear a smile!

As corny as it sounds, keep smiling.

4. Show Empathy

Every human wants and needs your empathy.

This is how we are all hardwired.

When you show someone that you understand how they are feeling, they immediately like you more.

5. Offer a Solution

This is so true in the Dental Office on the phone with patients.

Every single person that calls you has a Dental problem or concern that they need answers to.

Help them and find a solution.

Be their friend on the phone. A friend is always more likeable.

6. Be Reasonable

People call your Dental Office because you are the voice of reason.

They are looking for a person that is calm, logical yet emotional, and compassionate.

This person has likeability straight away.

Everyone likes this type of person.

As I was writing this article I started thinking to myself, “doesn’t everyone already know this?”

But have a look around, not everyone knows how to be likeable.

Worse still there are people that know how to be likeable, but choose not to be likeable, even in the caring world of Dentistry!

We all need to work on being likeable with our patients.

Some will find it natural and others will really have to work on it.

Keep working on this even if you believe you are already likeable enough.

You can NEVER be too likeable!

***

This blog  features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

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

Many Dental Practices And Patients Have Started Believing That It Is OK To Do This

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We live in a world of convenience. We want everything to be easy and disposable with no commitment needed.

I know this does appear a little bold of me to make such a statement, but I am seeing this more and more.

Given the option of convenience most of us will choose convenience.

Finding an easy way seems to be what people are seeking most of the time.

This convenience and easiness has become part of how we also make appointments.

Making an appointment where someone has set aside time for you is now not taken seriously by many people.

Our patients are also responding to this type of environment.

The bad news is that the environment our patients respond to is partly created by us at our dental offices.

I believe that we have a big part to play in how people do business with us.

A lot of dental practices have made it OK for patients to move and change appointments or to cancel appointments and even just not show up.

I know when you answer the phone in a dental office you can’t stand it when a patient calls to cancel their appointment.

What you may not know is that you can be partly responsible because you help your patients believe that it is OK to change or cancel their appointments.

I know some people reading this will disagree.

This is how it happens:

You believe and start to expect that patients will need to change their appointment to make way for other things happening in their lives.

A patient once said to me that they couldn’t make their appointment because they did not know what they were doing.

I looked puzzled and then replied, “but you do know what you are doing, you will be coming to your Dental Appointment.”

It was funny and so true and does make sense.

Why do we not have the confidence and the belief to make an appointment for a patient with the belief that they have confirmed the time and they are fully committed to that day and time?

Instead a little voice gets into your head and you start to believe that they will cancel their appointment, forget their appointment, not show up, or just book something else on that time and day.

I remember a time when I would look at my Appointment Book and either say to the team or myself that certain patients booked in and confirmed would not show up for their appointment or would cancel.

I know first-hand what this is like!

I also know the difference it made when I changed my mindset.

I started making appointments differently and training my patients to know and believe that their appointments were confirmed, and they were committed to attending those appointments.

OK, there were still some patients who did cancel their appointments, but the good news was that I now was not contributing to the patient’s behaviour of cancelling appointments.

Once you believe that it is not OK for your patients to cancel or move their appointments and stop accepting this behaviour from your patients as acceptable, you will start to be more aware of how you set up your patient’s appointments.

You will create a mindset for both you and your patients that their appointment is set and confirmed and you will see them at their appointment.

***

This blog  features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

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