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

There Are Three Steps To A Successful Dental Practice But You May Be Leaving One Out

06970 dental phone excellence logo v5

We are bombarded by the importance of attracting patients and retaining patients and both are important,  but there is a step you could be leaving out.

You could be leaving out the step that actually has one of the biggest impacts on your patient retention.

Converting patients to appointments.

If you attract patients to your practice but don’t convert these patients to appointments, then it means you really have less patients than you should, to then try and retain.

This equation does not add up!!!

Converting means: a person who adopts a new belief, or a changing action.

Converting happens on the first phone call to the practice and then again in the treatment room when the patient is making decisions about treatment and care.

If your phone is not ringing, then not many appointments can be made, so you can see how important attracting patients to your practice is.

Now imagine if your phone is ringing and appointments are not being made.

shutterstock_191757071

Does this sound like something that is happening at your dental practice?

Does your phone ring but calls are just not being converted to appointments?

Maybe the phone is ringing, the calls are being converted to appointments, but the appointments are then being cancelled as quick as they are made.

No appointments equal less patients to retain.

Can you now see how crazy it is if you focus only on patient attraction and retention!

Leaving out converting patients will gradually create a very big problem.

I have worked alongside Dentists who are concerned about the number of New Patients making appointments. On closer observation we start to see that the problem is the call conversions. We then look further at how the calls are being handled, how objections are handled and what is stopping the front office from making that appointment for the caller.

The first step is seeing you have a problem with call conversions then diagnosing the real issues and where the problem lies then implementing strategies to fix the problem.

The solution is to show your team how to properly convert calls to appointments by finding someone who knows how to do this.

So keep an eye on your patient numbers.

As soon as you believe that something is just not adding up or making sense get help and fix it rather than ignoring it and hope it gets better by doing nothing!

You could be too focused on attracting New Patients and retaining your patients and missing out on converting the calls to your dental practice into New Patients.

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 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 a Very Dangerous Way To Communicate With Your Patients.

06970 dental phone excellence logo v5

I am a firm believer that you must keep up with technology and ways to automate your business, so you are being time efficient and communicating consistently with your patients.

But I am deeply concerned to see too many Dental Offices relying heavily on technology to communicate with their existing patients and throwing out their face to face, one on one communication, especially over the phone.

Research has shown that the very best way to effectively communicate with people is simply by talking to them.

The danger of technology and automation is the loss of personalising your business.

You must be very careful how far you go with technology so that you still incorporate the personal aspect of communicating with your patients.

shutterstock_169002578

I believe technology can never replace one to one human communication, but it is important in supporting our communication with patients.

The best way to covert your patient and keep your patient is to make a connection with them and build a relationship with them, and this is just not going to happen solely on an email or an SMS.

Now I know your patients can be time poor and the convenience of technology and automation can overcome time issues, but please do not throw away the personalisation of human contact even with your time poor patients.

Adjust the human contact to suit the needs of your patients.

What you need to keep in mind is that every patient you have is a unique person who has different needs. Adjust how you communicate with your patients, while still, keeping a personal side to your communication.

The one to one contact is what allows you to offer real empathy, choices and to listen to your patients to show them you genuinely care and want the very best for them.

How could technology ever replace one to one human contact that provides personalisation, empathy, concern and genuine care.

It just doesn’t make sense, does it?

 

IMG_0950 - Copy (6)

 

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 , , , , , , , , , | 2 Comments

You Want To Give Your Patients This Surprise.

06970 dental phone excellence logo v5

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

But there is one surprise they will love.

The surprise of receiving a compliment.

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

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

 

Laughter

 

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

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

It really is the truth!

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

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

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

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

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

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

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

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

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

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

A good surprise!

IMG_0950 - Copy (6)

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 Uncategorized | Leave a comment

You Must Give Off This Energy With Your Patients.

06970 dental phone excellence logo v5

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

Of course, I was very flattered.

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

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

Does your team give off CSE?

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

Girl on phone

 

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

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

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

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

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

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

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

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

Acknowledge their results.

Celebrate their performance to ensure further results.

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

Be proactive in promoting a nurturing a positive work atmosphere.

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

Make sure you are have Customer Service Energy yourself.

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

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

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 Brisbane on Thursday 7th June 2018.

Click here on this link to register.

Click here for information on the Gold Coast.

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

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

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

 

 

 

 

 

 

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