The Power of Referring to a Higher Authority

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Over the years of helping my patients make appointments, I have found myself often referring to a Higher Authority.

The Dentist………

Using and presenting the Dentist as a Higher Authority is always very helpful when making appointments over the phone and increasing the patients concern and urgency.

No I don’t mean you drag the Dentist out of their surgery away from their patient to answer the phone, but you can make the Dentist a big part of your phone call without them actually being on the phone.

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When following up with a patient who has delayed their treatment due to a number of reasons, letting them know that your Dentist has asked you to give them a call, does create MORE importance than a call only from the Front Office.

The patient has already discussed the importance and concern of their Dental Treatment with the dentist. When the Dentist now asks for you to call the patient this is always going to be received with more concern from your patient. The treatment is now so urgent that the Dentist is asking you to call.

“Dr Brown has asked me to call you regarding your treatment. It must be important.”

You can also include the Dentist when a patient has called with a question or you are checking the patient’s chart. “Let me check with Dr Brown and I will call you straight back.” or “May I place you on hold for a moment while I check this with Dr Brown?”

This reinforces the urgency of their Treatment.

“I have checked with Dr Brown and he has said you need to have this treatment straight away.” Let’s make an appointment time for you right now.”

The patient calling also feels they are in good hands because you asked the Dentist to confirm the importance of going ahead with their treatment.

So next time you take a call from a patient you don’t have to do it alone. You can ask your Dentist for help and not even disturb him in the treatment room.

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This blog will feature 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.

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

About Jayne Bandy

I am a creative and thoughtful person, who is passionate about people and developing life skills.
This entry was posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management, Uncategorized and tagged , , , , , , , , . Bookmark the permalink.

One Response to The Power of Referring to a Higher Authority

  1. Deb Roberge says:

    Totally agree Jayne! The patient tends to respect the dentist and will often “perk up their ears” when they know that they were referenced or asked for. Means a lot to the average patient and can definitely make a difference as to whether or not they chose to keep or make an appointment based on what they learn could be a direct request from their dental professional.

    Like

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