Eight Things You Didn’t Do In 2017 That You Need To Do In 2018

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I know there are only eight things on this list and there could be thirty or more.

Well start with eight and go from there.

This list of things to start doing in 2018 is in no order. You need to make the order work for you.

1. Train you team

You know I will always have training your team as number one!

A well-tuned and excited team with a high level of communication and operational skills is what keeps your business going.

I know you know this.

Look at what you did for your team in 2017. If you didn’t do that much in 2017, then it is time to change this.

No one has ever said to me that team training is a waste of time and money.

Keep in mind that the very best team training is the training that is consistently put into action and the results are being measured.

2. Track and measure your results today

Knowing where you are right now, is powerful stuff in your business.

Knowing where you want to go is also powerful.

The only way to do this is to track and measure then analyse, compare, make an Action Plan then TAKE ACTION.

3. Create a Team culture and belief

A team with culture and belief is one that works well together.

A Practice Culture is the gel that holds your team and the patients together.

Your team knows what is expected of them and are more likely to reach the expectation.

They will be strong and focused and ready to serve your patients.

4. Create a productive and time efficient appointment schedule

Does your Appointment Book let you down?

Are there too many patients cancelling appointments?

Are the appointments made with not enough time to do treatment?

Is your day chaos?

Are appointments not being made?

A healthy Appointment Book means increased production and time efficiency.

Ensure your team know how to create the very best Appointment Book for you.

5. Attract the right patients to your practice

I am always intrigued why Dentists don’t pinpoint the type of patients they want in their practice instead of trying to be everything to everyone.

Look at your marketing and work on finding specific patients who are a good match to your practice, the type of treatment you prefer to do and they are a match with the culture of your team.

You will find you will end up with more of the right patients who return for their dental treatment.

6. Set your financial goals

Once you are effectively tracking and measuring your results and growth you can set your financial goals.

Always make your financial goals realistic and achievable and share the goals with your team.

After all your team play a big part in achieving all the goals you set for your business, especially the financial goals.

7. Go above and beyond with your patients

This is the one thing I see missing from most dental practices.

If you have only been caring for your patients dentally, then it is time to do something more.

Get your team onboard to come up with ways to go above and beyond with patients.

How can you offer something amazing to your patients other than amazing dental treatment?

By the way thinking small can be the answer. The small things often make the biggest impact on patients.

Be memorable and make your patients feel special and important.

8. Set your business apart from others

So why are you any different from the other Dental Practices?

Keep asking yourself this question.

You need to have a great point of difference that makes you unique and keep patients coming back to you.

You may already be setting yourself apart from others but you need to be aware of the what that difference is, so you can continue to offer this to your patients.

……………………………..

What a year 2017 has been. Thank you for sharing it with me and reading my words each week.

I have loved being part of your year and look forward to the most amazing 2018.

I believe 2018 is going to be a year of courage, change and excellence for you all.

***

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

Your Patients Keep Coming Back Because Of This Reason

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Merry Christmas.

The best way to think about what keeps your patients coming back and doing business with you is to look at yourself and what you do.

What keeps you doing business with the same people over and over again?

I am sure your answer is the same as my answer.

I do business with people I like and who make me feel special and important.

So how do we make our patients feel special?

Making sure that we give your patients a positive and caring experience is number one.

We need to respond to our patient’s and prospective patients on the phone in a caring and understanding way.

How we initially communicate with our patients is what sets the tone for future communications and appointments.

I recently read a post from a Facebook friend about her trip to the gym at the hotel she was staying at.

As she stepped up to her treadmill to start her workout she saw a large note.

Here is the note:

“Wow!” was all I could say after reading this.

My Facebook friend was equally shocked. She was just about to begin her workout and she did have her towel under her arm. My friend felt confronted and insulted by this impersonal note.

This made me think about how we communicate with people in our business and how it is better for us to send a message that is positive rather than a message like this one at this hotel gym.

Why did the hotel not do this? Instead they left a message to be read by every single person, including hotel guests with a towel under their arm?

A much more positive way to get guests using a towel during their workout would be to give each guest a warm smile and a lovely fresh towel to use on the equipment as they entered the gym.

Guests could be greeted:

“Good morning. Welcome to our gym. For your comfort (make it all about the guest and not other people) here is a fresh towel to use on the equipment as you exercise. Let me know if you would like another towel during your workout and if there is anything else I can do for you. Enjoy!”

Now how much better is that?

In the first place, the message about the towel is given face to face from a team member with a smiling face. This will always beat a note.

Secondly, it is a positive message and instead of insulting the hotel guest you have helped them enjoy their work out with the same result by letting them know that everyone uses a towel during their workout.

This is exactly the same at your Dental Practice.

Look at the messages you are sending your patients.

Do you have policies that your patients are offended by?

Do you have unnecessary signs in the patient lounge that are offending many patients?

Keep in mind the next time you go to print a sign that a sign is an impersonal message being sent to many and may not even apply to the person reading it.

Our world is made up of too many signs. Why not give your patients a break from yet another impersonal sign?

Say what you need to say to your patients verbally, as it is appropriate. Keep the patient experience personal and meaningful.

This is what makes your patients feel special and important.

***

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

We Start To Accept This As The Norm Very Quickly And Very Easily

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Dental Offices can be very busy places.

We get caught up in the daily grind and how we respond to our patients can become very automatic and regimented.

When things happen on a regular basis we do start to accept that this is just part of the daily happenings in our dental office.

When calls come in we can easily fall into the trap of believing that many calls are just a New Patient Enquiry that ends up with no appointment being made.

This is a very dangerous mindset that can very quickly create complacency and acceptance that it is OK when people do not make an appointment when they call our practice.

A call to our dental office really means that a person has chosen our dental office for a particular reason, and they have a dental issue or concern. And yet we sometimes make no appointment for them.

Every call that comes into your office is an opportunity to help a prospective patient and make them an appointment.

If the person answering the calls in a dental office does not have the belief that the outcome of every call should be an appointment then less and less appointments will be made.

Once teams start to track and measure their results they soon find out if that they are not converting as many new patient calls to appointments as they thought.

With no tracking and measuring your team has no idea how many calls are converted to appointments and often believe that most calls do make appointments when in reality this is not true.

Tracking and measuring helps us all become more accountable and gives us the real situation.

Get your team tracking their calls today. If you have the right team, the team that are dedicated and eager to do better, then they will be keen to start tracking.

They can then see where they struggle with their calls and where they struggle being able to make appointments. It might be something that can easily be fixed with better and more effective patient communication skills.

2018 is fast approaching and I know most Dental Offices are busy with patients who want an appointment before the end of the year, before they leave for holidays, but now is the time to consider 2018 and decide what you want for your Dental Business and patients next year.

If you believe your patient communication is letting you and your patients down then 2018 can be the year you get it right and your year to excel.

Now is the time to do something about 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.

***
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

Six Ways To Be Likeable On The Phone

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Have you noticed that for most people you meet who are likeable, it seems they do it effortlessly?

They are just liked by everyone immediately.

However, if you analyse, you may find this “effortlessness” is not the case.

Likeable people work at being likeable most of the time.

To be likeable means people respect you, listen to you, enjoy your company and love introducing you to their friends.

So being likeable is very advantageous both personally and in business.

How do you work on being more likeable?

1. Be a great listener

When you allow people to talk about themselves, they will appreciate you and like you more.

We live in a super busy world so we are spending less and less time listening to each other.

When you are on the phone in the middle of your super busy morning, stop and take the time to listen actively. Watch what happens as you start to become more aware of this.

2. Be agreeable

Likeability and agreeability go hand in hand!

You can be agreeable even if you don’t always agree with someone.

Being agreeable sends the message to your patient that you are listening and you understand what they saying.

Your patients want to be heard and have permission to give you their opinion and how they feel.

Being agreeable opens up the communication and improves your connection with patients.

3. Smile all the time

OK you never want to be that “smiling assassin” even though I am sure there are worse things you can do.

It is hard not to like a person who smiles but very easy to not like someone with no smile!

Your patients know when you are smiling on the phone. They may not be able to see you but they can hear a smile!

As corny as it sounds, keep smiling.

4. Show Empathy

Every human wants and needs your empathy.

This is how we are all hardwired.

When you show someone that you understand how they are feeling, they immediately like you more.

5. Offer a Solution

This is so true in the Dental Office on the phone with patients.

Every single person that calls you has a Dental problem or concern that they need answers to.

Help them and find a solution.

Be their friend on the phone. A friend is always more likeable.

6. Be Reasonable

People call your Dental Office because you are the voice of reason.

They are looking for a person that is calm, logical yet emotional, and compassionate.

This person has likeability straight away.

Everyone likes this type of person.

As I was writing this article I started thinking to myself, “doesn’t everyone already know this?”

But have a look around, not everyone knows how to be likeable.

Worse still there are people that know how to be likeable, but choose not to be likeable, even in the caring world of Dentistry!

We all need to work on being likeable with our patients.

Some will find it natural and others will really have to work on it.

Keep working on this even if you believe you are already likeable enough.

You can NEVER be too likeable!

***

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

Many Dental Practices And Patients Have Started Believing That It Is OK To Do This

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We live in a world of convenience. We want everything to be easy and disposable with no commitment needed.

I know this does appear a little bold of me to make such a statement, but I am seeing this more and more.

Given the option of convenience most of us will choose convenience.

Finding an easy way seems to be what people are seeking most of the time.

This convenience and easiness has become part of how we also make appointments.

Making an appointment where someone has set aside time for you is now not taken seriously by many people.

Our patients are also responding to this type of environment.

The bad news is that the environment our patients respond to is partly created by us at our dental offices.

I believe that we have a big part to play in how people do business with us.

A lot of dental practices have made it OK for patients to move and change appointments or to cancel appointments and even just not show up.

I know when you answer the phone in a dental office you can’t stand it when a patient calls to cancel their appointment.

What you may not know is that you can be partly responsible because you help your patients believe that it is OK to change or cancel their appointments.

I know some people reading this will disagree.

This is how it happens:

You believe and start to expect that patients will need to change their appointment to make way for other things happening in their lives.

A patient once said to me that they couldn’t make their appointment because they did not know what they were doing.

I looked puzzled and then replied, “but you do know what you are doing, you will be coming to your Dental Appointment.”

It was funny and so true and does make sense.

Why do we not have the confidence and the belief to make an appointment for a patient with the belief that they have confirmed the time and they are fully committed to that day and time?

Instead a little voice gets into your head and you start to believe that they will cancel their appointment, forget their appointment, not show up, or just book something else on that time and day.

I remember a time when I would look at my Appointment Book and either say to the team or myself that certain patients booked in and confirmed would not show up for their appointment or would cancel.

I know first-hand what this is like!

I also know the difference it made when I changed my mindset.

I started making appointments differently and training my patients to know and believe that their appointments were confirmed, and they were committed to attending those appointments.

OK, there were still some patients who did cancel their appointments, but the good news was that I now was not contributing to the patient’s behaviour of cancelling appointments.

Once you believe that it is not OK for your patients to cancel or move their appointments and stop accepting this behaviour from your patients as acceptable, you will start to be more aware of how you set up your patient’s appointments.

You will create a mindset for both you and your patients that their appointment is set and confirmed and you will see them at their appointment.

***

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

I Am Not Sure About These Dental Pictures. What Do You Think?

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“A picture is worth a thousand words.”

We all know the saying about how powerful a picture can be.

A picture is also so easy at expressing a feeling and a message, especially to our patients.

So how do you share pictures to patients or people looking for a dentist?

Your website, Facebook, Instagram and other social media pages are just a few.

I have written about the focus of our dental business being about people, communication and teeth.

Here is some advice:

When you post a picture make sure there are people in it.

People help give the message that others want to see.

People going to the dentist, talking at the dentist, sitting in the dental chair, sitting in reception, smiling with the team.

People want to see and imagine what it will be like when they are at the dental office.

So please tell me why so many Dentists have pictures on their website and social media pages with an empty surgery, a dental chair with no patient in it, a receptionist with no patient in front of them in conversation?

I know it really does not make sense.

Pictures with no people isn’t what your audience wants to see.

Include information about the people who work with you at the practice. Talk about the whole team and not just the dentists and hygienists.

Every single person in your business will be part of the patients’ experience so include them rather than a picture of an empty front office.

People do business with people so have images of people on your pages.

The other pictures to avoid are graphic dental procedures and videos.

I know there are some patients who want to know the ins and outs of their procedures and treatments but the general public do not.

You may even scare them away!

So have a camera or phone handy for your team to snap some people shots every day.

Take 2-3 photos every day and you will have the best collection of people action shots to use for your pages.

***

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 next public speaking presentation will be at a Symposium on growing your Dental Practice in 2018 in Sydney Australia on Saturday December 2 2017 with leading experts Kinnar Shah, Angus Pryor, David Moffet and Toni Surace .

For more information and to secure your seat click this link here.

***

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

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