It’s All About The Attitude

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I talk and write so much about what to say on the New Patient call. Making sure we are asking the right questions and directing people to making an appointment.

What I don’t talk and write about enough is the how we sound on the phone and the message we send to the caller.

I suppose you take it for granted that people who sign up for a job answering phones sound great but do they?

I recently had a call from my local Mazda Dealer. It was a young woman and she was so upbeat on the phone, so happy in her voice and of course she would have been smiling.

I wanted to record her voice and use it as an example of how to sound on the phone.

Her attitude was so positive and uplifting, it was a pleasure to speak with her and such a contrast to the miserable, robotic and slightly annoying people I had spoken to during my day.

It got me thinking about how important it is to have the right voice, tone and attitude on the phone.

This is what can set you apart from the ALL the other Dental Offices that people call.

Imagine if the upbeat and pleasurable voice people hear on your phone, is the differentiator for your business.

Too easy!

Well it should be.

When you are truly switched on to what you are doing when you answer the phone your tone and attitude shines!

I believe everyone who takes on a role answering phones in a business has the potential to shine.

The trick is to shine on the phone on every call. Practice it and make it a habit.

If you answer the phone, try recording yourself and play it back to yourself. You will either love what you hear or see that you have room for improvement.

Switching on your inner positive and uplifting attitude when you answer the phone often makes someone’s day.

Being a highly effective communicator takes more than just knowing what to say on and off the phone, it takes an excellent positive attitude and desire to be your best.

It’s all about the attitude!

***

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…..

*****

My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.

I will also be presenting in Melbourne Victoria in Friday June 23rd 2017.

*****

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

 

 

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

One Great Way To Be More Confident On The Phone

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Answering the phone in a Dental Office involves so many things and one of them is to know what you do in your role at your practice.

You need to know your product, your treatment, and the type of care your practice offers.

Knowing is confidence.

Not knowing gives the impression that your dental office does not know what they are doing and so the caller will start to believe the Dentist doesn’t know either.

The caller then has no confidence in you and probably won’t make an appointment.

It is so important that when you answer the phone that you are confident and knowledgeable.

Keep in mind that just knowing a small amount more than the caller means you are perceived as an expert.

Yesterday I popped down to my local supermarket.

As I walked in I noticed trays and trays of chilli peppers. There were green chillis, red chillis, yellow chillis, orange chillis and even purple chillis. (I didn’t know but the spelling of chilli can be “chili”, “chilli” or “Chile” depending on the region the chilli is from or maybe the person spelling it!!!)

I was very interested in the purple chilli, as well as the intensity.

I asked a store person who let me know that this week was a Chilli Festival at the supermarket.

I asked him about the purple chilli but he didn’t know anything about any of the chillis.

He had been told there was a big Chilli Festival but nothing more.

Oops I thought!

Just like the chillis you need to know your products in any business, especially if you are on the front line with customers and patients.

I then went home from the supermarket and opened my supermarket magazine which had a whole page devoted to telling me all about each chilli. This would have been what the young man in the supermarket needed to become knowledgeable about the chillis he was selling.

I probably would have bought a few more!

When I talk to front office teams who are new to dental, they often get anxious about their lack of dental knowledge. I always say to them, it is important to know what dental treatments you offer and what sets you apart in patient care from other dental offices, so find out!

Offer new people on your team information about treatment that they will need to answer questions on. You don’t want the people answering your phones to always be having to refer to a higher authority.

Look at your Dental Website for great content and learn what treatment and care you offer at your dental practice.

Your website gives insight into what callers are reading before they call your office. So many teams I work with say they don’t regularly look at their practice website.

People calling with a dental problem or concern are looking for help.

Our job when we answer the phone in a Dental Office is to provide the caller with dental knowledge, ask lots of questions to get to know them and pinpoint the issues and then wow them with how we are already caring for them on the phone.

Having the right amount of knowledge does give us confidence and when we are confident we are so much more effective on the phone and we make more appointments.

***

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…..

*****

My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.

I will also be presenting in Melbourne Victoria in Friday June 23rd 2017.

*****

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

 

 

Posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management, Uncategorized | Tagged , , , , , , , , | 2 Comments

Do This Regularly And You Could Be Saving Your Business

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I was recently reading a Facebook thread asking what was the biggest threat to Dental Offices and I was astonished at how many Dentists wrote “not changing” as their answer.

It is one of life’s hardest things to do for most people, to change.

Now if something is working I would never want to change but if something is seriously broken then it just makes sense that something needs to change to fix it.

It is half way through the year now. It is a good idea to reassess where you and your business are right now, and decide if you need to change a few things that are broken.

Start asking yourself these questions:

How is the profitability of your practice?

Are you covering your cost?

Do you have the right people working alongside you?

Are you happy with the way you do Dentistry?

Who are your patients and are you caring for them well?

Are you keeping your patients?

Do you have new patients coming through the door?

Are your phones being answered effectively so the right appointments are being made?

The last question is the one I want to focus one.

Are appointments being made?

If 10 potential patients are calling your dental office each day then are you making 10 appointments?

Do you know how many calls are not turned into appointments?

You will be amazed at what a difference it makes once you know these numbers.

It can hurt when you know but then you can give yourself the gift of doing something about it and making changes.

Making a change in how your phones are answered could be the one thing in your dental business that is holding you back.

Don’t you want to know this?

Times are changing very quickly.

Without change you just can’t keep up and you will be left behind.

If you hate change then it is time to change.

***

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…..

*****

My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.

I will also be presenting in Melbourne Victoria in Friday June 23rd 2017.

*****

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

 

 

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

Keep Your Cool On The Phone And Do This

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It seems lately that the biggest issue in the customer service industry is how to stay cool with your customers.

We have seen a few Airlines struggling with customer service and how to deal with conflict.

We are seeing people being thrown of flights and mothers hit in the face all because of a conflict situation that was not handled well.

Answering the phone in your business can at times be very difficult. Callers are not always happy and how the call goes depends on how the call is handled.

We have all heard, “the customer is always right.” Being right is a perception of reality, the perception of your customer.

Either way you are never going to be a winner in customer service if you are not agreeable and understanding.

You want the caller to start to think about their perception of reality and then you can start to reason through the issue or conflict.

Put on your listening hat.

When a caller is annoyed you need to be quiet and listen first. Don’t jump in and offer solutions. It is so important to let the caller say what they need to say while you listen.

The next step is to talk in a calm and slow voice and start to get the caller thinking by asking questions and listening to them.

The questions you ask can actually be the solution.

While you are on the phone you want to avoid taking any type of attack, personally.

The person on the phone often has a problem but you are not the problem, you are there to offer a solution.

I know this can be a challenge at times.

Keep in mind that when someone appears angry and annoyed on the phone, it is often not because they are an angry person but they are angry about the situation. Once you separate the two, it is so much easier to find a solution.

People who are frightened, confused and frustrated sound angry and annoyed when they are on the phone.

Think about the times when someone has been so angry on a call and then once you work out how to solve their problem, the person on the call turns into a completely different person, who is happier and pleased.

Keep your tone calm and helpful. You don’t want to also get angry and annoyed.

Two angry people on the phone goes nowhere in a hurry.

If the caller believes you understand their situation and you will help them, watch their anger start to disappear.

Working on your customer service and how you answer the phone to prevent conflict should be your first priority but things can happen and when they do you want to make sure everyone on your team knows what to do.

Looking at recent conflict situations on airlines just highlights the importance of the correct procedures to follow when a customer is unhappy and annoyed.

Responding the wrong way can get you into a lot of hot water and you will lose customers.

***

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…..

*****

My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.

I will also be presenting in Melbourne Victoria in Friday June 23rd 2017.

*****

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

 

 

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

The Magic Ingredient For Your Dental Office

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Laughter is the magic ingredient for a great life!

Research has shown that if you do this everyday you are healthier, people love to be with you and you make people feel great!

Laughter is so important in our Dental Office with our team and our patients.

It might seem like the wrong place to laugh when you are in a dental office, but it’s actually not.

By the way I am not talking about the Nitrous Oxide type of laughing!

Laughter is the number one way to make someone feel relaxed and comfortable.

When we laugh we release endorphins, which make us feel happy.

When I am presenting my workshops I get the best interaction and focus from my audience when there is laughter in the room.

Sure, you have to be careful to pick the time for laughter in your dental office, after all there are patients in your office who are in pain, are quite serious, and even concerned.

Being able to laugh helps us to connect with our patients and be creative thinkers and problem solvers.

Working in a Dental Office can often be a place of stress and concern. Laughter helps cut through this and actually increases your productivity.

So if you don’t already laugh at work, you should think about starting.

Laughter often comes after we lighten up a bit.

Having a sense of humour at work will help your team be more motivated and enjoy being at work more, and how important is that!

Laughter at work brings people together.

Patients love to see a team that respects and cares about each other.

Next time you answer a phone call at your Dental Office smile and look for an opportunity to laugh and connect with the caller.

A good laugh breaks down the barriers and brings you in closer to the person you are talking with.

Breaking down barriers with patients is something that we work on everyday. Why not inject some laughter into your day and see what happens!

***

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…..

*****

My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.

I will also be presenting in Melbourne Victoria in Friday June 23rd 2017.

*****

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

 

 

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

A Trap You Can Easily Fall Into

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You want to have enough patients that you can manage successfully, grow your business, and still offer optimal care.

To care for your patients you need to know them.

You need to know what they need and what they want.

What “we” need is a matter of survival and necessary.

And wanting is about our desire for something.

As a Dentist you know what your patients need but your patient has to also want it and desire it.

Patients proceeding with their dental treatment and saving their teeth seems essentially so necessary to the Dentist but to the patient it is a highly emotional decision and depends really on whether they want it or not.

You need to know what is important to your patients and you need to know what might be standing in the way of them going ahead with treatment.

Once you have this knowledge then you can look at ways to help them and offer solutions.

Without this knowledge of your patient you really cannot offer the solution that is right for them.

The trap I see a lot of dentists and their teams fall into is what I call “guessing what the patient wants” and guessing what is important to the patient.

Instead of finding out what your patients want, you start to guess!

The sad part is that we don’t even know we are doing this with our patients.

A good indicator that we are guessing what our patients want, is when patients stop going ahead with treatment and your new patient numbers drop.

Your job is not to try and guess what your patients are thinking and want, but to found out what they are thinking.

The best way to find out what your patients want is to ask questions and listen. Listen for most of the time.

Once you know what your patient wants you can start to treatment plan and find solutions.

Don’t fall into the trap of not listening to your patient, not asking questions, and then guessing what they want.

Our mission as Dental Professionals is to get to the emotional decision making of our patients and help them.

We can’t help our patients without truly knowing what our patients want and desire.

***

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…..

*****

My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.

I will also be presenting in Melbourne Victoria in Friday June 23rd 2017.

*****

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

 

 

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

Three Questions You Should Be Asking Yourself 

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“How do I know if my front office team is doing the right thing and working efficiently?”

Dentists often have a feeling that the front office team could be more effective and efficient but just don’t know how.

It is a very important question because the performance of your front office team directly affects the performance of your dental business and the care you provide to your patients.

My answer is…….

“Are you measuring the results of the front office team?”

Without measuring and tracking results, you really don’t have a clear picture of how you are going.

The next question I am then asked is:

“What do I need to track and measure?”

There are a number of indicators you need to check to see if your front office team are achieving the results you want for your business.

First you need to look at your appointment book and ask yourself these 3 questions:

1. Is your front office team booking in New Patients?

Keeping track and knowing your daily, weekly and monthly New Patient numbers is important. You always want a nice healthy stream of New Patients to maintain your business growth.

I recommend you track all calls coming into your practice so you know the number of calls that make appointments and the number that don’t.

Be very careful.

I have seen dental offices believe their phone is not ringing much and this is the reason why New Patients are not booked in but the reality is that the phone is ringing but many calls do not end up making appointments.

2. Are New Patients being booked back in for ongoing treatment and preventive care?

Once you see your New Patient you need to know their next appointment, treatment, production and ongoing appointments.

This is about knowing and tracking your New Patient retention, another great indicator of growth and how effectively your front office team are booking in appointments.

3. Are appointments staying in the appointment book?

Track and measure the cancelled and rescheduled appointments. Cancelled and rescheduled appointments means you have  production loss as well as a patient retention problem.

When you know the answer to these three questions you will soon find out how your team are going and if they need training and more support.

Once we know these numbers we will know where we can improve, and that’s what we all want.

The result of measuring these numbers will be more quality appointments being made along with fewer cancellations in your Appointment Book.

***

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…..

*****

My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.

I will also be presenting in Melbourne Victoria on Friday June 23rd 2017.

*****

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

 

 

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