Do This One Thing This Week And See What You Find Out.

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OK. The challenge is on for anyone interested in finding out what is standing in your way of making more appointments.

Here it is.

I challenge you to measure the number of calls coming into your practice for 5 days and how many of these calls do not make appointments.

There is no point in me asking for your New Patient Appointments because you can print this off on a dental software report.

That number on its own is not that relevant.

I want to know how many people with a dental concern decided to call your office and then decided NOT to make an appointment.

These are the New Patients who slipped through your fingers.

If you do not know this number you are not alone.

Most Dental Offices do not know this number.

Here is what you now do with this new number… once you have the number of calls received and the number of appointments not made, calculate this as a percentage.

This now becomes the measure of five days of calls not converted to appointments.

This is the percentage of missed opportunity in your business.

It is also a missed opportunity for you to help these patients.

Once you know these numbers, the most important next step is what do you do with them?

Now if your call conversion to appointments is low then you can either ignore the numbers and hope they go away or get better all by themselves, or you can take action.

The number one reason why your numbers are low is because the people working for you who answer the phones are struggling to make appointments.

People are calling your office asking questions about price, health funds, parking, appointment times and on many of these calls the caller’s dental concern is not even discussed!

If your numbers are low your team may not have the patient communication skills needed to properly handle the calls and successfully book appointments.

Now this does not mean you have the wrong people working for you. Most of the time it means they do not have the level of skill to be able to communicate on the phone effectively.

This is solved with continued education that allows your team to get on top of their game and consistently achieve the results they should be seeing.

Now see how you go with my challenge.

The Dental Offices I work alongside are always surprised when they start measuring the calls to non-conversions and very quickly want help fixing this dental problem!

***

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.

***
My FINAL live full day Master Class for 2017 “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” is being held in Brisbane on Friday November 24, 2017.

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 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

If You Are Looking To GROW Your Practice and HELP More Patients You Need One Of These TODAY.

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There is so much happening out there in the Dental Profession when it comes to helping Dentists grow their business.

It is quite daunting investing so much money (sometimes even a second mortgage on your family home) and time in setting up and trying to grow your dental practice/business.

The pressure is constantly there to make sure it all works. I know. My husband and I owned a Dental Practice for over 25 years and we know exactly where you are coming from.

There are so many areas of your practice that need your attention as well as making sure you are offering the very best dentistry to your patients.

One area that seems to be the most overlooked is how you communicate with your patients.

Do you have a process you follow when it comes to how you communicate with patients?

Do you know what you need to be doing?

Do you have an Action Plan?

Are you implementing your Action Plan?

You might be quite concerned if you answered NO to these questions, but there is good news.

I call it the Patient Communication Action Plan (PCAP)

It is the action plan you need to effectively communicate with your patients with measurable results for growth.

The Patient Communication Action Plan (PCAP) needs to be specifically designed for your dental practice, for you the Dentist, your team and your patients.

Your Patient Communication Action Plan (PCAP) must be developed by you for you.

Your Patient Communication Action Plan (PCAP) belongs to your practice.

Your Patient Communication Action Plan (PCAP) is how you make sure your team are communicating at the very best level possible with measurable results.

Because how you communicate with your patients is such a large part of how you care for your patients, it is time it became a large part of your business.

It is time to stop brushing over and avoiding the need for great patient communication.

It is no longer something fluffy we do from time to time.

Now it is time to get serious about how you communicate with your patients.

Today will be the day you look carefully at your level of patient communication.

Is it enough?

You need to help your team develop consistent patient communication skills so they can start making a difference?

Having a Patient Communication Action Plan (PCAP) is what you need.

I just need to let you in on a secret.

Most Dental Practices do not have any sort of Action Plan to implement.

Now if I have got you thinking and that is always what I want Dentists to do, then I am sure you want to know how to go about developing a Patient Communication Action Plan (PCAP).

Contact me jayne@theDPE.com today and I will share with you, how to get started on your Patient Communication Action Plan (PCAP) and how to implement 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.

***
My FINAL live full day Master Class for 2017 “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” is being held in Brisbane on Friday November 24, 2017.

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

 

 

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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

How Do People Choose You As Their Dentist?

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How do people choose you as their dentist?

Do you know the answer?

You need to know this.

Once you know the answer to this question you can make sure that more people choose you for the same reason.

Now I recently read an article in Choice Magazine written by Jemma Castle, which is inevitably trying to help people make good choices!

This is how the article began:

How to find a good dentist: If you’re looking for a new dentist, word of mouth is a good place to start.”

This is excellent advice.

Many people choose their dentist from the advice of their friends, family and even reviews they read.

Powerful stuff!

If you are not attracting your new patients through the patients that already love you and think you are marvellous then you should be.

This type of referral is easy and the cost is the vested relationship you have already built with your already loyal patients.

The added bonus is, the referred patient is often very similar to your loyal patient and they too soon become a loyal patient as well.

Ask your patients verbally to refer their family and friends.

If you ask them they will.

I much prefer this over a sign or a comment on your business card or invoice, but still have them as well.

The article then advised this:

“Ring ahead and get prices for a check-up, clean and fluoride treatment.”

Ok now we get down to the reason you are getting so many New Patient questions on the phone about price, people have read the Choice article maybe!!!

Asking how much something costs is what the general population does with most things so why would asking the price about dental treatment be any different?

Now the article started to make more sense:

“Quality and care: Price is obviously a big factor, but it’s not the only important thing. Other things to look out for in a dentist:

  • Is the clinic clean and hygienic?
  • Does the dentist have a good rapport with staff and patients?
  • Do they clearly communicate any problems and possible treatment plans with you?
  • Do they provide you with options and inform you of the risks involved?
  • Do they answer your questions and provide you with reasons for their recommendations?
  • Do they ensure that you agree to all fees and treatments before starting?”

This is excellent advice.

People need to consider many other things before they choose their dentist.

Alas this is the part that people forget when they are deciding on buying something or a service.

They get caught up in the question of price.

How many of us have chosen something based on a low price and realised that we had made a bad decision and should have looked at other reasons for our choice.

There is ALWAYS so much more than the price, to decide on before we choose anything.

People need help when they are deciding.

Help your future patients when they view your website and other marketing then help them again when they are on the phone making their decision.

Give them great reasons to choose you.

Take price out of the equation.

Stand out from other Dental Practices.

Help people choose you.

Make price last on the list of reasons that people choose you as a dentist.

***

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.

***
My FINAL live full day Master Class for 2017 “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” is being held in Brisbane on Friday November 24, 2017.

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

 

 

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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

A Great Way NOT To Connect With Patients On Social Media.

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Social media has become the go-to place where people go to communicate.

You may not like it but this is how it now is!

Be there or be square.

If you want to be part of the world of communication in your business and with your patients you need a social media presence.

Now you have an opportunity to communicate and develop a link with your patients as well as with people looking to be your patient.

If you do things the right way.

Because there is a right way and a wrong way to use social media for your dental practice.

What I saw today on a Dental Practice’s Social Media page concerned me greatly.

I contemplated contacting their office to see if they needed some help.

Social media is not the place to post the rules to follow in your dental office.

But that is exactly what this particular Dental Office was doing.

I have written numerous times about the term “Cancellation Policy”.

Everyone knows my belief when it comes to throwing this “policy” in the faces of your patients.

There will always be a few of your patients who continually cancel and fail to attend their appointments but for most practices who are attracting the right patients, and building rapport and trust and setting appointments up correctly, the number of these recalcitrant patients is quite small.

This is where I get very confused.

Why are some practices still placing so much focus on the patients doing the wrong thing when so many of their patients are getting it right?

Why are we not thanking the patients who get it right?

Why are we not placing the focus on what is right in our practice to encourage our New Patients to follow the behaviour of keeping their appointments.

What I saw recently on a social media page was a huge post explaining the dental practice’s “Cancellation Policy” and what would happen to anyone who ever cancelled your appointment.

The good news is there was no gaol sentence involved!!!

As I read the post all I could think about was that this practice has a big problem with patients cancelling their appointments.

It was very difficult reading this post, because I know why they have this problem!

Sadly, any prospective patient checking out this dental practice’s social media page will read this post that is telling them off for cancelling their appointment, even though they haven’t even made one yet.

Is this a great way to build that first relationship with a prospective New Patient?

Isn’t it really a threat and won’t a post like this scare patients away?

The post sent a message to all readers:

If you don’t do these things then this is what will happen to you!!

I know there are dental offices that will tell me that their cancellation policy works but how many patients were put off calling a dental practice after seeing this sort of “policy” displayed on a website or on social media.

Can you measure this loss?

No, unfortunately you cannot!

Now I know there are many people that respond to a threat and do the right thing [e.g. a speeding fine], but is this really the best way to start a relationship with a New Patient?

The other message that a cancellation policy gives to patients is that it is ok to cancel as long as you cancel at least 24 hours prior to your scheduled appointment.

Great! This is still a cancellation but now the person on the front desk has the whole day to rearrange the appointment book and fill the cancelled appointment.

Fun, fun!

I just don’t get why someone who owns a business and is trying to attract people to their practice would think that a publicly displayed cancellation policy would work, especially on social media.

Social media is there to connect, communicate and build a positive relationship with people. I know if someone wanting to start a relationship by telling me the rules I am probably not going to be their friend or do business with them!

Your social media posts for your Dental Practice need to be patient centered and team centered.

When you post anything on your business social media pages, ask yourself this one question:

“If I read this would I do business with me?”

***

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.

***
My FINAL live full day Master Class for 2017 “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” is being held in Brisbane on Friday November 24, 2017.

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

 

 

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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

There Is A Problem On The Phone Call. What Next?

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Have you ever received a “Patient Complaint Call”?

When someone complains about something it is an opportunity for them to vent their feelings about a situation or maybe even about a person. They are usually annoyed, angry and definitely frustrated by the situation they have found themselves in.

Now what does your patient complain about?

Our goal is that it doesn’t happen too often, but these are a few of the complaints you may have heard at some point in your dental profession:

“No one told me how much it was going to cost?”

‘I didn’t know I needed a crown after the root canal!”

“The girl on the phone was so rude.”

“The Dentist kept me waiting for so long.”

“I need to change my appointment and you have nothing available for 2 weeks?”

“Stop calling me to make another appointment.”

“Your fees are just so high.”

“I don’t want to see the Hygienist, I want to see the Dentist.”

“My tooth still hurts after he did that filling.”

And the list does go on!

Now, what I want you to do is to take a new spin on the “Patient Complaint Call” and start thinking differently.

Instead of answering the call and hearing your patient annoyed and angry, I want you to hear that your patient is confused and overwhelmed.

As soon as you do this new spin on the call you will start speaking to the patient very differently.

You will now have more empathy for the patient, because you know they are not angry and annoyed with you but are confused and overwhelmed.

Your response will be one of empathy and understanding and you will be more likely to immediately find a solution for the patient.

Listening to a patient on the phone who is angry can be difficult and there are those times when you too start to get angry. I know it would happen to me now and then…

When you change how you think about your patient on this type of call, you start listening to a confused patient who needs your help.

Just changing how you think about this call can make such a big difference to the outcome of the complaint call.

You are more likely to stay calm, in control and look for a solution for your patient and the patient is more likely to accept the solution and stay being your patient.

The loss of a patient on a “Patient Complaint Call” is very high.

Many times your patient has already decided they will not be returning to your practice.

How you handle this type of call can be the difference between keeping a patient, or losing a patient.

You want to get this call right and of course solve the issue that your patient is confused about in the first place!

***

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.

***
My FINAL live full day Master Class for 2017 “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” is being held in Brisbane on Friday November 24, 2017.

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

 

 

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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

You Need To Be Both Of These, When You Are On The Phone With Your Patients

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There are two magic ingredients every person needs when they are answering the phone and making calls to patients in a Dental Office. These are:

  1. Assertiveness
  2. Friendliness

If you have one without the other then there is trouble!

Now if you are friendly but do not have the assertive ingredient when you are on the phone, then these are the types of things you say to your patients:

“Would you like to make an appointment?”

“When would you like to come in?”

“Is that ok?”

“What time best suits you?”

“Call me when you are ready?”

“I know it is very expensive.”

“I am calling to make sure you will be coming to your appointment.”

Can you see how this type of patient communication that is friendly yet lacks assertiveness, leaves the door open for your patient to not make an appointment and not go ahead with their treatment?

Now if you are friendly and assertive and have both of the magic ingredients needed for effective patient communication, then these are the types of things you will say to your patients:

“Now let’s make that appointment for you.”

“Would you prefer morning or afternoon?”

“I have this time for you at….”

“How does that sound?”

“I will call you on Monday at 9am.”

“I can help you manage that.”

“We are looking forward to seeing you at your appointment on…..”

Can you see which patient conversation is better?

By adding assertiveness to the conversation, you are using language that is effective.

The patient is more likely to make an appointment and keep their appointment.

The way we speak to our patients makes such a big difference.

Our goal with our patients is to ultimately help them whether we are the Dentist, Hygienist, Dental Assistant, Practice Manager or Front Office Coordinator.

Look at the type of conversations you are having with your patients.

Do you only have the polite ingredient and not the assertive ingredient?

Be careful though.

Some people do speak to their patients using only the assertive ingredient.

Being assertive and not polite is very dangerous.

This is when a patient feels you are being rude or pushy, and you are not thinking about them.

Stick to a friendly and assertive conversation with your patients and you will effectively make more appointments and ultimately care more for 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.

***
My FINAL live full day Master Class for 2017 “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” is being held in Brisbane on Friday November 24, 2017.

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 only ONE new private client. 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

Are You Checking This When Your Patients Ring Your Dental Office?

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One of the first things you must do after you have greeted a person on the phone is to find out if they are a New Patient or Existing Patient.

This is so important to get right at the beginning of the call.

If an existing patient calls your dental office you already know them.

The first step is to bring up their patient file once you know their name.

Now bring up their file immediately. Don’t wait until the end of the call when you go to make their appointment.

As your patient is talking about their dental problem or concern, you can start searching their patient family file notes, clinical notes and their dental charts.

Your job when an existing patient calls your dental office is to start your investigation and to help them.

You will now be armed with vital information about your patient while they are on the phone.

This will always impress your patients.

For your patient, there is nothing better than someone knowing them well and being able to help them.

Your patients will always expect you to know them and their dental history, and you should.

Don’t let your patients down.

When you know your patient, you are able to easily ask questions regarding the health of their mouth.

Clinical notes can give you a big picture of what is happening so you can then make the best appointment for your patient.

You can also gather information that will give your dentist the heads up on the patient’s dental issue before the patient arrives for their appointment.

You have the tools to start helping your patient and give them assurance that you know what is going on.

So if you are not already using the patient information that is at your fingertips, then you must start.

Most Dental Offices are not doing this, so be the Dental Office that is and start really helping your patients on the phone before they arrive for their appointment.

This is A+ Professionalism and the beginning of the type of patient experience that your patients are wanting to have.

***

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.

***
My FINAL live full day Master Class for 2017 “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” is being held in Brisbane on Friday November 24, 2017.

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 only ONE new private client. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

 

 

SaveSave

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