There Are Three Steps To A Successful Dental Practice But You May Be Leaving One Out

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We are bombarded by the importance of attracting patients and retaining patients and both are important,  but there is a step you could be leaving out.

You could be leaving out the step that actually has one of the biggest impacts on your patient retention.

Converting patients to appointments.

If you attract patients to your practice but don’t convert these patients to appointments, then it means you really have less patients than you should, to then try and retain.

This equation does not add up!!!

Converting means: a person who adopts a new belief, or a changing action.

Converting happens on the first phone call to the practice and then again in the treatment room when the patient is making decisions about treatment and care.

If your phone is not ringing, then not many appointments can be made, so you can see how important attracting patients to your practice is.

Now imagine if your phone is ringing and appointments are not being made.

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Does this sound like something that is happening at your dental practice?

Does your phone ring but calls are just not being converted to appointments?

Maybe the phone is ringing, the calls are being converted to appointments, but the appointments are then being cancelled as quick as they are made.

No appointments equal less patients to retain.

Can you now see how crazy it is if you focus only on patient attraction and retention!

Leaving out converting patients will gradually create a very big problem.

I have worked alongside Dentists who are concerned about the number of New Patients making appointments. On closer observation we start to see that the problem is the call conversions. We then look further at how the calls are being handled, how objections are handled and what is stopping the front office from making that appointment for the caller.

The first step is seeing you have a problem with call conversions then diagnosing the real issues and where the problem lies then implementing strategies to fix the problem.

The solution is to show your team how to properly convert calls to appointments by finding someone who knows how to do this.

So keep an eye on your patient numbers.

As soon as you believe that something is just not adding up or making sense get help and fix it rather than ignoring it and hope it gets better by doing nothing!

You could be too focused on attracting New Patients and retaining your patients and missing out on converting the calls to your dental practice into New 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 Perth on Friday 1st June 2018.

Click here on this link to register.

Click here for information on Perth.

After Perth I will be presenting my Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on the Gold Coast on Thursday 7th June 2018.

Click here on this link to register.

Click here for information on the Gold Coast.

***
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 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

 

 

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

This Is a Very Dangerous Way To Communicate With Your Patients.

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I am a firm believer that you must keep up with technology and ways to automate your business, so you are being time efficient and communicating consistently with your patients.

But I am deeply concerned to see too many Dental Offices relying heavily on technology to communicate with their existing patients and throwing out their face to face, one on one communication, especially over the phone.

Research has shown that the very best way to effectively communicate with people is simply by talking to them.

The danger of technology and automation is the loss of personalising your business.

You must be very careful how far you go with technology so that you still incorporate the personal aspect of communicating with your patients.

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I believe technology can never replace one to one human communication, but it is important in supporting our communication with patients.

The best way to covert your patient and keep your patient is to make a connection with them and build a relationship with them, and this is just not going to happen solely on an email or an SMS.

Now I know your patients can be time poor and the convenience of technology and automation can overcome time issues, but please do not throw away the personalisation of human contact even with your time poor patients.

Adjust the human contact to suit the needs of your patients.

What you need to keep in mind is that every patient you have is a unique person who has different needs. Adjust how you communicate with your patients, while still, keeping a personal side to your communication.

The one to one contact is what allows you to offer real empathy, choices and to listen to your patients to show them you genuinely care and want the very best for them.

How could technology ever replace one to one human contact that provides personalisation, empathy, concern and genuine care.

It just doesn’t make sense, does it?

 

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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 Perth on Friday 1st June 2018.

Click here on this link to register.

Click here for information on Perth.

After Perth I will be presenting my Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on the Gold Coast on Thursday 7th June 2018.

Click here on this link to register.

Click here for information on the Gold Coast.

***
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

 

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

You Want To Give Your Patients This Surprise.

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I know we try our best to reduce the number of surprises we give our patients at the best of times.

But there is one surprise they will love.

The surprise of receiving a compliment.

Complimenting your patient will often make your patient’s day just by your one comment.

Don’t ever miss the opportunity to make your patient’s day.

 

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I recently heard a business call their team, “The Day Makers’.

I thought at first this phrase was slightly cheesy and corny, but you know what?

It really is the truth!

You can and should be your patient’s “Day Maker”.

If you are caring for your patients properly then helping them have a great day will always be important to you.

If you are already doing a great job at providing your patients with a great day, then keep finding new and creative ways to keep doing this and don’t stop.

Being a Day Maker can be what makes your practice different and what sets you apart from just the average dental office.

A great idea is to meet regularly with your team and discuss how you can improve and add to your patient’s experience.

This is what my Dental Practice did, and the sharing of ideas kept us doing it.

Our patients loved it and they loved us. We were their “Day Makers”.

Sharing ideas with your team and having specific ways you care for your patients means your team knows what to do and how important the patient experience is.

This is equally important for the new patient on the very first phone call to the nurturing and caring of your long-term patient who has been coming to see you for over 20 years.

Being your patient’s Day Maker is an opportunity to really care for your patient and maybe take them by surprise.

A good surprise!

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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 Perth on Friday 1st June 2018.

Click here on this link to register.

Click here for information on Perth.

After Perth I will be presenting my Master Class  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on the Gold Coast on Thursday 7th June 2018.

Click here on this link to register.

Click here for information on the Gold Coast.

***
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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You Must Give Off This Energy With Your Patients.

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I was recently on a flight to Brisbane and a flight attendant told me I give off great energy.

Of course, I was very flattered.

A big part of what I do working with Dental Teams is to help them deliver an excellent patient experience and give of great energy with their patients.

I call this type of energy, CSE, Customer Service Energy.

Does your team give off CSE?

I often get asked by Dentists, “how can I help motivate my team?”

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My answer is to inspire your team rather than trying to always motivate them.

Once your team are inspired to be better then they will become self-motivated.

Igniting your team to be an unstoppable force is what you want in your dental business and it is definitely, what your patients want.

So how can you bring the best out in your team and inspire them, so they have CSE?

Set the expectations of your team, educate your team, appreciation your team and be the very best example for your team.

Let your team know what you want and need them to do for your business.

Be clear and keep your expectations simple and easy to follow.

Ensure your team have the skills and knowledge to achieve the results you expect.

Acknowledge their results.

Celebrate their performance to ensure further results.

Keep a close eye on your team because they are so important to you and you must never forget this!

Be proactive in promoting a nurturing a positive work atmosphere.

Being the leader means you can lead the way and set the example.

Make sure you are have Customer Service Energy yourself.

Your team are always be looking at you to lead the way.

Be your best, expect the very best from your team and the combination will be amazing.

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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 Brisbane on Thursday 7th June 2018.

Click here on this link to register.

Click here for information on the Gold Coast.

***
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

 

 

 

 

 

 

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

Don’t Ever Take This Away From Your Patients.

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I know after reading many of my blogs you know I am a big lover of customer service and the patient experience.

I am always looking for excellent customer service ideas to share with the dental profession so they can use them in their dental practices.

But I need to say this to everyone.

Once you start implementing customer service ideas in your business and you see they are working, you must continue using them with your patients.

The first reason is because offering customer service and an excellent patient experience that is working, means your patients are enjoying the service you are providing and keep coming back to you.

Wouldn’t you agree?

If you stop giving your patients the customer service they have grown to expect and enjoy, they will feel you now don’t care about them.

If you celebrate your patient’s birthdays with a card then please don’t stop sending that card.

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Your patient now expects and enjoys that care you show.

I just don’t get why this happens, but I see it a lot in many businesses.

You give your customer a particular service then all of sudden that service is no longer available to them.

This consistent patient care is a big part of why your patients return to you for further care and treatment.

Why would you remove this?

True customer service is about being consistent and never letting your patients down with their expectations of what you offer them.

Your patients will notice the removal of customer service straight away and it will be the difference between them going elsewhere for their dental care and treatment.

Set up systems for your patient experience and customer service.

Make the patient experience about something other than their dental care.

After all every one of your patients is a person wanting to be appreciated and thanked on a regular basis.

Don’t be like the rest of the Dental Profession and not offer customer service to your patients and don’t start giving great customer service and then take it away!

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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 Brisbane on Friday April 6th 2018.

Click here on this link to register.

Click here for information on Sydney and the Gold Coast.

***
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

Posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management, Uncategorized | Tagged , , , , , , , , , | 3 Comments

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 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 intention 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 thrive.

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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 the convenience you create for your patients could actually be detrimental to you and them.

You make appointments for your patients so it is convenient for them at the expense of your appointment book and 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 you make it convenient for your patients but not so convenient 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?”

or

“When would you like to come in?”

Instead, why not ask your patients this simple question:

“Would you prefer morning or afternoon?”

You are now guiding them to a two appointments choice.

You have now let your patient feel they are making the decision on the time that suits them and at the same time the time suits your appointment book.

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

Dental Offices are still not doing it!

Now if this does not work you can still offer two more times that will work well for your appointment book and your patient’s schedule.

The other mistake I see happening in Dental Offices, is the team 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 and a delay in urgent treatment.

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

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

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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 Brisbane on Friday April 6th 2018.

Click here on this link to register.

Click here for information on Sydney and the Gold Coast.

***
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

Posted in Uncategorized | Leave a comment

You Have Two Choices When You Follow Up Your Patients To Make Them An Appointment.

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Choice #1 is to send out a generic and impersonal letter, postcard, email or SMS asking your patients to call your office.

Or

Choice #2 is to call your patient and give your patient a personal message or conversation because after all you probably know them very well and they know you.

My choice is always choice #2.

I see so many letters being sent out to patients starting with:

“Our records show…….

Or

“In a recent examination of your dental records…..”

This is not personal and just looks like something generic your dental software has sent out.

I know some patients will always respond and make an appointment to this type of letter, but how many of your patients don’t respond.

What happens next. Of course. You send yet another follow up letter. Usually the same one again and again with a continued no response.

You end up on a systematic cycle of follow up letters!

Why not call your patient. You either know them well or you have at least got to know them on their first appointment.

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You say:

“Hi John, this is Jayne from Green Dental. How are you today? Dr Green has asked me to call you.”(pause and listen to your patient)

“He is very concerned because you have not made your appointment for……and I am calling to make you an appointment.”

Can you see how the call is now personal? It is about the patient and their dental needs and about the relationship between the dentist and the patient.

Always CALL first before other means of patient communication.

If the patient answers the call you can now ask questions, answer questions, try to remove anything getting in the way of the patient going ahead and making their appointment.

You can’t do this in an email, SMS, letter or postcard.

The more “RECALL” (I so hate that word!!!) letters I read, the more I realise how impersonal they are.

I know following up on a call with a patient can be a little uncomfortable at first and the reason your patient, didn’t make the appointment or cancelled is probably still the same reason they have not made another appointment, but this is your job.

This is what you do when you are truly helping your patients.

Once you start making follow up calls the RIGHT way it becomes easier after each call you make, and you get better and better and make more and more appointments for your patients, which means your appointment book is healthy and your patients are more healthy!

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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 Brisbane on Friday April 6th 2018.

Click here on this link to register.

Click here for information on Sydney and the Gold Coast.

***
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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