Why Your Team Should Be Doing This All The Time

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After doing only a few of my one-day Master Classes I soon realised that the attendees from all over Australia and from different types of dental practices were having very similar problems on their phone calls.

Attendees that were from the same dental practice didn’t even realise that the people they work with were having similar problems to them.

What was interesting was that some of the attendees of my Master Classes thought they were alone with the problems they were having.

Can you see how important it is to come together as a team and discuss the hurdles in our job?

I encourage every Dental Office out there reading this article to start discussing the phone calls coming into your dental practice.

Here’s what you want to know:

  • Who is calling your Dental Practice?
  • What attracts them to your Dental Practice?
  • What questions are they asking?
  • Are they making appointments?
  • What is stopping them from making an appointment?
  • What sort of treatment are callers looking for?
  • What you said on each type of call.

Being able to come together as a team and discuss the calls coming into your practice, means you can collect important information about the phone calls and make changes and improvements to how your team responds to those calls.

You can work on the calls you are having difficulty with and come up with what to say and ask callers on the phone in certain scenarios.

Always start first with Team Training to educate your team on what to say and ask patients on the phone.

There is a right way to do this and a wrong way and having an expert show your team this, is very empowering.

Find out if your team, are answering the phones the right way or whether they need some improvement?

If it is the wrong way (a sure sign is a drop in call conversions to appointments and an increase in cancellations) or you are not too sure how your team answer calls to your office, then seek help.

Once you educate your team, they will be ready to answer the phone better. They will be ready to answer the phone the right way.

***

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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 Melbourne on Friday March 2nd 2018.

Click here on this link to register.

Click here for information on Sydney, Gold Coast and Brisbane.

***
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 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

When Your Phone Rings The Caller Wants……

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I need to confess.

When the phone rang in our dental office I called it a phone enquiry.

Worse still, I called it “JUST a phone enquiry.”

OK I said it. I am not proud of it but I did go on to change how I was thinking.

I worked out that the phone enquiries were all potential New Patients calling with a dental problem and they needed help and they needed an appointment.

This one realisation was a game changer for me.

I started helping more patients on the calls and making appointments just by changing what I thought when the phone rang.

The phone ringing is not JUST a phone enquiry.

I believe this is what gets into your head when the phone rings and on the other end of the phone is a person asking about the price.

As you smile and tell them the price, you say to yourselves,

“It’s just a shopper call.” 

This is really the same as believing it is JUST a phone enquiry.

You answer the call, make no appointment and hang up the phone.

NEXT!!

The NEXT mindset is very dangerous. I know because I had this mindset.

Answer their question and get off the phone.

This was my mission.

I actually believed the caller was not interested in making an appointment just by the question they asked.

How wrong was I?

Nearly everyone who calls your dental office will have a question to ask.

The best way to not fall into the NEXT mindset is to ask a question back.

“Do you mind if I ask you a question first so I can help you?”

Then ask your questions.

Find out more before you believe they are JUST a phone enquiry and probably not going to make an appointment and become your patient.

This one change in mindset when answering the phone will change for you so much!

***

***
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 Melbourne on Friday March 2nd 2018.

Click here on this link to register.

Click here for information on Sydney, Gold Coast and Brisbane.

***
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

This Simple Step Really Makes Or Breaks A Patient Relationship.

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There is so much talk about building rapport with patients, developing a relationship with your patient and making a connection with your patient.

This is fabulous but no one has talked about when and how you do this.

If you believe that the time to build a lasting relationship with your patient is on their first appointment while they are lying back in the dental chair, then you may want to reconsider this idea.

You all know a lasting relationship takes time and energy to make it work.

I know this is difficult when a New Patient is there and needs a whole lot of dental treatment and ethically you need to let them know.

The best way to overcome this is to have your team start the ball rolling.

Get your team to begin the lasting patient relationship.

After all your team are the patient’s first point of contact besides the great pictures of you and your team on your website and social media.

That first phone call is usually where the lasting patient relationship all starts.

You may have heard the first phone call being referred to as “the make or break” of the relationship with the patient.

Either the potential patient loves the first call and decides you are the dentist for them (even before they have physically met you) or they think you are awful.

This is what is happening on that first call.

Now I have your attention and you are thinking hard right at this moment about who is answering your phone and what they are saying on that first phone call.

Who have you put in charge and given the responsibility of “making or breaking the lasting relationship with your patients”?

You want your very best patient communicator answering the phone.

A dental office who has an exceptional communicator on the phone is an amazing dental practice, as opposed to a being simply an average or even a mediocre dental practice.

When the person answering the phone in your dental office gets it right then you can easily build more rapport and relationship with your patient even on their very first appointment and beyond….

***

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 Melbourne on Friday March 2nd 2018.

Click here on this link to register.

Click here for information on Sydney, Gold Coast and Brisbane.

***
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

You Must Use Words That Your Patient Will Understand

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Do you scratch your head trying to work out why patients say “No” to their necessary dental treatment?

The problem might be that your patient did not understand the importance and urgency of their treatment.

The problem could actually be you!

The words you choose when explaining treatment to patients can often be the difference between the patient saying “Yes” or “No”.

So choose your words carefully.

The first step when you and your team are communicating with patients, is to ensure that the patient fully understands the message.

The one thing I see missing when team members communicate with patients, is checking that the patient has understood everything that has been discussed with them.

Don’t ever presume your patient is clear and fully informed about the dental treatment and care that they will need.

Your job is to check that they have understood.

The best way to check for understanding is to ask your patient if they have any questions.

“Do you have any questions before we make your appointment to start your dental treatment?”

(It is important to presume the next step is making the appointment.)

Patients can become embarrassed when they have not understood something and rather than ask you for clarification they may simply say “No” to treatment.

Give your patients an opportunity to ask questions during the conversation.

The questions the patient will ask tell you what is important to them.

You can then check their understanding by also asking your own questions.

I have written previously about what happens when a patient is unclear and confused.

The answer is, you now have a confused patient who is unsure and does not make an appointment for their treatment.

Keep your conversation with the patient simple and use language they will understand.

Very often the patient becomes confused by dental clinical jargon that can easily be replaced with words the patient does understand.

When you discuss treatment with patients don’t fall into the trap of giving a lecture.

Design the discussion around asking questions and giving answers.

The outcome of the discussion will be much more positive because your patient will be a decision maker with you during the discussion.

It will also give you an opportunity to remove any concerns the patient has that might be in the way of them going ahead with treatment e.g. financial, time constraints, fear and doubt.

Choose your words carefully when communicating with your 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 Melbourne on Friday March 2nd 2018.

Click here on this link to register.

Click here for information on Sydney, Gold Coast and Brisbane.

***
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

Why This Is Happening In Your Dental Office And How To End It.

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You have been looking at your appointment book wondering why your patients are cancelling and changing their appointments.

Does this sound familiar?

No I haven’t been secretly recording you!!!

Part of the reason this is happening is that you end up helping your patients cancel their appointments.

Of course you never do this intentionally but whether it is intentional or unintentional, the result is the same, your patient cancels their appointments.

You now have an appointment to fill or it becomes horrible downtime in your appointment book where you have helped no patient at all, let alone help your business to thrive.

Convenience for patients is very important to them and can be the difference when patients are choosing their Dentist.

You spend a lot of time and effort making life convenient for your patients. After all, this is part of why they love you and come back for further appointments and treatment.

But what if I told you that this convenience you create for your patients could actually be detrimental to you and them?

You make appointments for your patients that are so convenient for them, at the expense of your appointment book and of other patients. Then it gets all too convenient and appointments are cancelled very conveniently.

Can you see how this can happen?

So how do you make it convenient for your patients but not so convenient that they conveniently cancel appointments?

The first mistake I see many Dental Offices doing is asking patients this question:

“When is a convenient time for you to book in for your appointment?”

Instead why not ask your patients this simple question:

“Would you prefer morning or afternoon?”

Then you can guide them to a two appointments choice. You have now let your patient feel they are making the decision on the time that suits them as well as what suits your appointment book.

I know you have probably heard this many times before but guess what?

Dental Offices are still not doing it!

Some offices are being even more specific. They offer two times that works for their appointment book and then see how that fits the patient’s schedule.

The big mistake I see dental practices making is forgetting how urgent and important the patient’s dental treatment is and rather than focusing on an immediate appointment, it becomes more about the convenience for the patient. This results in a delay in urgent treatment being done.

There is a fine line between helping your patient by creating convenience for them and doing them a disservice by delaying urgent and necessary dental treatment.

Be mindful of how you are making the appointment for the patient and keep in mind that dental treatment is urgent and necessary and important and your patient is relying on you to make it happen for them.

***

***
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 Melbourne on Friday March 2nd 2018.

Click here on this link to register.

Click here for information on Sydney, Gold Coast and Brisbane.

***
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 , , , , , , , , | 1 Comment

One Of The Biggest Traps In Your Dental Office

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Life in your Dental Office is a busy place with people multi-tasking, following systems, offering the “Ultimate Patient Experience” and all with a very big smile.

But unfortunately, you can easily get caught up in the system of the system which often means you lose sight of what you are there to do.

And that is to help patients find a solution to their dental problem.

Cancellations are a great example:

You have a system that you follow when a patient rings to cancel their appointment.

You go through the steps of the cancellation call system then you find yourself recording the reason for the cancellation, cancelling the appointment, placing the patient on the cancelled appointment follow up list.

You believe you are doing your job.

In reality you haven’t done very much to help your patient.

You didn’t offer a solution to the problem.

All you did was delay or stop the patient going ahead with their treatment.

You systematically added the cancelled appointment to a list, then to another list and then to yet another list with no real solution for the patient.

What you need to do is ensure the system you follow is about finding a solution. A way to get your patient in for their appointment for treatment.

Adding a patient to a list just makes more work for you and doesn’t help the patient.

Have a good look at the steps or the system you have for a patient who calls to cancel their appointment.

Are you following the steps to finding a solution for the patient or does your system just add the patient to a list that ends up going around circles?

You may not have the correct steps to follow.

If you have no systems in place for cancelled appointments, then today is a great day to start.

You now have an advantage in getting it right.

Have steps that offer patients solutions to ensure they keep their appointments and continue with their treatment.

You have a duty of care to provide all your patients with this level of service and care.

Your patients will soon work out that you are indeed helping them.

***

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.

***
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

Watch Out For This Happening With Your Patients.

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This week a great Aussie Airline was caught rolling their eyes at customers and one of the recipients was an editor for The Age newspaper.

Oops!!!!

In your dental office, once a few of your team start rolling their eyes at customers and patients then it reflects on every single person and on your business.

Eye rolling is symbolic of a breakdown in the culture of your business and the people working in it.

The scary part about eye rolling is that it can soon become an epidemic. One person rolls their eyes and soon most people in your business are doing it and believing it is acceptable behaviour.

Eye rolling sends the message that you just don’t care, you have had enough and why am I here doing this job.

The irony about rolling your eyes is that you believe that no one else can see it and they can, especially the people watching on.

Eye rolling replaces the need to say something in disapproval, yet catching someone rolling their eyes at you is equally as bad as the words they would have said.

It has become an acceptable way to handle a situation you disapprove of yet it is one of the worst things you can do. It leaves the recipient wondering what they had done wrong.

This applies very much so in a Dental Office.

Our duty of care in the medical profession is to serve and care for our patients.

If we want to excel we go above and beyond the service of care and give more,  making our patients visit to your dental office memorable and special.

Nothing should be a problem.

But as soon you roll your eyes in disapproval, you undo all the care that has been given to your patient.

If you see your team members rolling their eyes then let them know what they are doing.

Look at the culture and team satisfaction at the practice. Something could be wrong.

Eye rolling can be a fall out of something much bigger.

Having a satisfied, happy and productive team will mean no eye rolling.

So like the airline that has been caught out, if you discover that there is some eye rolling going on in your business, you can now do something about it to fix it before it gets out of control!

***

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.

***
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 , , , , , , , , | 1 Comment