When you answer a phone in a Dental Office you must make it your mission to find out what the caller’s priority is.
When a person calls your dental office we know they have not called you for the following reasons:
- To have a chat
- To order a pizza
- To ask a question and hang up
- To be rude and annoying
- To waste their time and your time
A person calls a dental office because they have a dental concern or problem.
Their concern might be:
- They are worried because they have not seen a Dentist for a while and something could be wrong.
- They have not had their teeth cleaned for a while and they have noticed their bad breath.
- They have a tooth that has chipped or is broken.
- They have discomfort or severe pain
- They want their smile to look better
- They hate their crooked smile
The list goes on.
But this is what happens on so many calls coming into the dental Office.
The caller asks this type of question:
- How much does it cost?
- Can I get an appointment today?
- Will it be expensive?
- How much will I get back on my Health Find/Insurance?
- How long will it take?
- Do you have easy parking?
The person in your office taking the call then immediately answers the question, the caller does not like what they hear and that is very often, the end of the call.
Does this sound familiar?
Is this what happens on many calls being answered in your Dental Office?
Well have a good think about this.
Every person that calls your dental office has already cost you money in marketing and advertising to reach them. If you add up the calls that don’t make appointments and then work out the dollars you have already spent, you will be shocked.
Every person calling your dental office, has a dental concern or problem that you can help them with.
The problem is that unless the person answering the call knows how to get past that initial question the caller asks so they can find out what the caller’s priority is, then NO appointment is ever made.
That initial question can be like a big brick wall getting in the way of helping the caller.
Your dental team need excellent phone skills so they can knock that wall down and help the caller by making them an appointment.
The last thing you want is your team answering calls and saying hello and saying goodbye!
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 workshops for 2017 “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” are being held in Sydney on Friday October 6, 2017and in Brisbane on Friday November 24, 2017.
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 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