These Are The People To Listen To

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There are so many people out there teaching us everything under the sun to help us in our personal lives and our businesses.

But who do you choose?

I choose people I like and they get me.

Once I like someone I start to develop trust.

I also choose to listen to people who have done what I am seeking to learn!

They have to be credible and I need proof that they know what they are talking about and they are an expert in their field.

There is so much noise out there in our learning world that I am concerned about who really does know what they are talking about, especially if I am about to invest time and money with these people.

There are a lot of what I call “fake Louis Vuitton handbags” out there.

People who make up stuff and then market themselves so well they have everyone believing what they say is true and will work for them.

A “fake Louis Vuitton handbag” is a person who manages to copy someones information but doesn’t quite get it right. Like a fake Louis Vuitton Handbag.

After a while you start to realise they don’t sound like the person who really does know what they are talking about.

So how do you know if someone is real or fake.

Fake

My motto is to look if they have done what they talk about themselves.

It is great giving people advice but if you haven’t done it and sat in their seat then how do they really know.

They have never been in your situation. They have never struggled like you and they have never actually used the information they share with you as a solution to their own problems, so how do they really know how to help you.

They probably don’t and won’t.

Be very careful.

Look carefully at the people you listen to for advice.

You don’t need to settle for a fake Louis Vuitton. They never last anyway!

Make sure you listen to people who have “been there done that”.

These are the people that get it and get you and will be able to help you.

DHO_9878

The next Master Class is 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 Hard Truth About Calls To Your Office

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Most of you probably already know what a “call conversion” is.

It is a call that comes into your dental office that then becomes an appointment.

I like to take this one step further.

A call that comes into your dental office that becomes an appointment that is kept.

When I ask Dentists what their call conversion rate is at their practice they usually don’t know.

Most dentists don’t know their call conversion rate, because they don’t track and measure it.

The reason they don’t track and measure their call conversions is because they don’t know how important it is.

So why is it so important to know your call conversion numbers?

Call Conversions are important

Knowing you conversion numbers means you now know:

  • how many people called your office
  • how many people made appointments
  • how many people did not make appointments
  • why people did not make appointments

Knowing these numbers and this information is priceless!

If you know how many people called your office, you now know if your marketing is working and still worthwhile investing in.

Knowing how many callers made appointments is always important.

But knowing how many people did not make appointments is also so important.

This number may be painful, especially if the number of people calling your office and not making appointments is higher than the callers making appointments.

The good news is, you now know. You are aware. You can do something with this knowledge.

You now know what most dentists do not!

With this information you can look at the reasons why callers are not making appointments.

Once you analyse the reasons you now have an opportunity to work on the skills needed to handle these type of callers and look for solutions so the caller does make an appointment.

Often dental offices discover that their team need to improve their phone skills to better handle the callers questions and ultimately make them an appointment.

You now have a much better opportunity of converting more calls to appointments and helping more people along the way.

Have you been leaving this up to chance?

Have your front office team been struggling and you were unaware?

Your team may have been embarrassed to ask for help or they may have thought they were doing ok.

Track and measure and know for sure what your call conversions are.

Start with your team counting the calls each day and making notes.

Now you can check these call conversion numbers and you will know if you need help and your team need training.

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, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

One Of The Best Ways To Keep In Touch With Your Patients

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I often write about making sure you keep in touch with your patients and how you can do this.

One great way to keep in touch with your patients is through social media.

So many of your patients are now on social media, checking posts every hour or so and staying connected and engaging with their friends.

Patients of all ages are using social media to stay connected.

You should be using social media to also stay connected with your patients and be there ready to engage with new patients who find you.

Be friends with your patients on social media.

facebook

Social media is all about social proof.

What people read and see on social media is powerful and a can be a great referral source for your dental practice.

So many dental offices create a facebook page then post nothing.

Think of social media as an extension of your dental office.

One facebook page I looked at the other day had no posts since 2015 and of course there was no patient interaction.

Keep in mind that your patients may not see you for 6 months. Facebook is an excellent way to make sure they still remember who you are and gives you and your patients an opportunity to interact and stay connected.

Keeping in touch with your patients is about being memorable, being someone that is part of their lives and then they become part of yours.

So the next question I often get asked by Dentists and their teams is, what do I post on my practice facebook page or instagram?

This is easy.

Anything that your patient will find interesting and fun.

Now I would love to tell you that your patients get excited about the latest piece of dental equipment in your office or the latest implant technology but they don’t.

I am not saying don’t add posts about your dental practice equipment but only now and then and make it all about the patient. Add a picture of your patient sitting in the new dental chair and make it fun!

Fun is what your patients like on facebook with a little dental information.

Your posts should be quick and have a minimal amount of reading. The picture is worth a 1000 words of course so add a great picture.

Your patients want to see you and your team and other patients. Th emphasis should be about people and how they enjoy coming to your dental practice.

Your cover photo should be you with your fun and professional team. People love seeing photos of people and will be immediately attracted to your page.

People are also very attracted to videos so make sure you add some. Short videos are the best with you and your team at the practice.

When your patients come in for their appointment make sure they like your facebook page or instagram while they are there.

You can say to your patients, “you might like to LIKE our facebook page and check in while you are here.”

Your patients will now start getting notifications of posts you add to your facebook page.

Add a post each day and reply to your patient’s comments as soon as you can. Your patients will love the acknowledgment and will often continue as time goes on to write comments on your posts.

If you want to take your social media presence to the next level then definitely hire someone in the know to help you with advertising and marketing your dental practice.

Now you will be keeping in touch with your patients, interacting with them and staying connected with them, until you see them again in 6 months!

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

Do This With Your Patients, Over And Over Again.

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You all know what I am about to write about.

Yes, customer service and the patient experience.

Making your patients feel special and acknowledged is what you need to do over and over again.

This is what keeps your patients coming back to you.

Offering your patients the very best customer service is what makes the difference in your business.

The real difference is when customer service is consistently offered to your patients at every appointment, not just once or twice when you first meet them as a New Patient.

This is where many Dental Offices fail.

Be careful you are not focusing all your Customer Service on that New Patient Experience and forgetting about your long term patients.

The loyalty of your patients is nurtured slowly over time as you build a lasting relationship with them and offer the very best in Customer Service, but this loyalty can end very quickly if you start to take your patients for granted.

I have seen Dental Practices do this and not even know why they are losing patients.

So what is the great Customer Service you can offer your patients at each and every appointment?

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Great Customer Service is all about the small things you do and say to your patients.

Great Customer Service is about “above and beyond” and it is about going out of your way to make your patients feel special all the time.

The next time your patient is on the phone, even if you are super busy in your office, stop and spend that extra time and listen to them.

Always offer a solution to your patients on the phone and in the dental chair. Be your patient’s problem solver.

When your patient arrives at your practice jump up and greet them before they say anything to you.

As you talk to your patients remember they have an important life outside of your dental office. Be on their journey.

All your patients have a birthday or events they are celebrating. Be part of that celebration with them.

Offer the offer with your patients. Why not offer to also get something for your patient as you head off to lunch and they are waiting for their appointment.

Offer to call your patient a taxi to take them home.

Keep in touch with your patients, especially if you are not going to see them for 6 months. Send a message to say hello.

Can you see that Customer Service is really the small stuff you do for your patients that makes your patients feel great at every appointment and creates fabulous patient loyalty.

So do this with your patients over and over again!

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

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.

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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