Giving 6 Star Service On The Phone is Easy.

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I am often asked how do you give excellent customer service on the phone. The answer is very easily.

The best customer service is when a call becomes an appointment.

You just need to have the right type of attitude and language to use with patients.

The biggest obstacle I see with Dental Teams is that they don’t have the right attitude.

I am not saying that the Dental Teams I work with have a bad attitude, most of them are amazing, but they just don’t have the right mindset.

Often Dental Teams gets caught up the daily grind of the practice and focus on the negative aspects of their job and some of the more difficult calls they have during the day. This then eats into their psyche and affects how they respond to people on the phone and face to face at the practice.

You can easily lose sight of this. The purpose of each call coming into your dental office is to make an appointment.

I do get this but with some practice, determination and focus you can step into the right mindset.

Every person who calls your dental office deserves the very best of you. The caller has a dental problem or concern they need you to help them with.

The best way to help a caller is to make them an appointment.

Great Attitude[1]

Here are some easy steps to follow if you want to offer 6 star customer service on the phone:

  • Have a friendly consistent phone greeting that represents your dental practice
  • Smile and nod
  • Keep you tone upbeat and adjust it where necessary. You don’t want to appear happy when the caller is in pain and upset.
  • Don’t dive straight into answering the caller’s first question. This will end the call as quick as it started if the caller does not like your answer.
  • Ask questions so the caller is doing most of the talking.
  • Stay in control of the call
  • Listen and acknowledge what the caller is saying. The caller will feel important.
  • Be agreeable. You don’t have to agree with what the caller is saying to be agreeable. This is the number one reason why callers start to get annoyed on the phone.
  • Don’t keep a caller on hold for long. Offer to call back where necessary and give a time frame and stick to it.
  • Offer a solution to their dental issue by making them an appointment.
  • Ask the caller if there is anything else they are concerned about so you can let the dentist know before their appointment.

See I told you it was easy but guess what?

Dental Offices are not following these easy steps.

This is all that is needed to offer amazing customer service on the phone.

Start doing this today and you will soon see the difference. You will be more confident on the phone, more callers will make appointments and your day will be so much more enjoyable.

DHO_9878

The next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

This Master Class is followed by Brisbane and Sydney

Brisbane Master Class- Friday 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

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 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, Dentist, Phone Skills, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

Your Team Need To Know This

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I am amazed at the high level of clinical knowledge Dentists have.

There are so many clinical courses available to you like never before.

I see you add your expertise to your website and social media.

This sets you apart from the rest, as the dentist who has a particular, clinical expertise.

But when you complete a course do you share the basics of your knowledge with your team?

Do you make sure your team, who are answering the phones, know what to say and ask when patients are calling for the particular treatment you now offer.

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Your website and social media promote you as the go to dentist in the field of, let’s say, implants, your team need to know what to say and ask callers when they ring your office.

If your team don’t know what to say, then you could be missing out on a lot of patients wanting and needing implants.

If you haven’t thought about this. Now you are.

Once you increase your level of expertise, you need to increase the level of expertise of your whole team.

Meet with your team regularly and go over the type of questions callers will ask and how to handle types of calls.

You want to make sure your team are well equipped to handle the calls and make the appointments.

Don’t let all your education, training and expertise be in vain because the people who want what you can give them never actually make it to your dental chair.

DHO_9878

he next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

This Master Class is followed by Brisbane and Sydney

Brisbane Master Class- Friday 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

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 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, Dentist, Phone Skills, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

The Two Things Your Patient Should Do After Their Appointment

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No, it’s not say goodbye and head to the bathroom! Even though this is exactly what most patients do.

After every appointment your patient should leave:

  1. With a next appointment
  2. Pay for the appointment they have just had.

 

Discussion with patient

Simple and easy to do.

Now the tricky part is to make sure it is done in the right order.

First make your patients next appointment and second, take their payment.

I see so many dental teams do it the other way around.

Even though we know all our patients should be ready to make their next appointment or check the date and time of their Hygiene Appointment, it is still important to do this first.

If you take the patient’s payment first then there is an open gate to leave without making the next appointment.

You probably know what I mean. You may have heard your patients say this:

“That’s OK I will call you and make the next appointment later.”

“I need to check my diary when I get home.”

“I’m in a rush, I haven’t got time to make the appointment now.”

“I don’t know what I am doing.”

Now I know that not every patient will do this, but it is amazing how many will.

There is nothing keeping the patient in front of you as they have made their payment and it is time to head out of the door.

The other reason it is a good idea to make the appointment before taking the payment, is because the discussion with the Dentist about the next appointment, is still fresh in their mind, so it makes sense to do it now.

If the patient needs no appointment for ongoing treatment with the Dentist, they will have another appointment that was made previously after their last preventive care appointment with Hygienist, OHT or the Dentist..

Check the date and time in the appointment book with the patient.

This is now not the time to make any changes to this appointment so don’t suggest it to your patient.

Avoid saying, “Is this time still suitable to you?”

This appointment has been confirmed already when the appointment was made so leave it there.

“Your appointment with Mary, your Hygienist is confirmed for…..….at…..

Now is the time take your patients payment.

Now you can say goodbye to your patient and they will head to the bathroom!

DHO_9878

The next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

This Master Class is followed by Brisbane and Sydney

Brisbane Master Class- Friday 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

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 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, Dentist, Phone Skills, Practice Management, Receptionist, Uncategorized | Tagged , , , , , , , , , | Leave a comment

A Secret To Converting More Calls To Appointments

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Surely a person who calls your dental office wants an appointment.

You would think so.

But all you really know for sure is that most people who ring your dental office have a dental problem or concern.

The next step is up to you.

That is the secret.

Listen to this

Making the appointment is what you now need to convince people that call your dental office.

“Your ability to sell, persuade, negotiate and convince others will affect every area of your life.” Grant Cordone (Coach)

This quote from Grant is so true in a dental practice.

There is only one problem.

You need to let your dental team who are answering your phones know this!

Sell, persuade, negotiate and convince.

This is what your dental team are doing every day with patients on the phone and at your practice.

Or are they?

Do your team members have the skills so they are ready to do this?

When the calls come into your office the front office team need to convince the caller of three things:

  1. They have called the right dental office. By that I mean the best out of all the practices they have called or are about to call.

 

  1. The best way to help the caller is to make them an appointment

 

  1. Get the caller to agree and say yes.

 

When a caller rings your dental office, they have already started to choose you, but they have not completely chosen to make an appointment.

When you answer that first phone call, the caller is now making more choices based on what you sound like, how kind and friendly you are and how helpful are you.

The next step is the missing step on most New Patient calls. The person answering the call at your office does not have the communication skills to convince the person that making an appointment is now the best thing to do.

These communication skills can be learned easily.

Once your team have the skills to communicate effectively on that first phone call then more calls will be converted to appointments and more quality patients will be sitting in your dental chair waiting for you the Dentist.

DHO_9878

The next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

This Master Class is followed by Brisbane and Sydney

Brisbane Master Class- Friday 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

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 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

Show Your Patients The Value So They Can Choose You

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There is so much talk lately about building value for patients.

Value is the importance you place on something and the level of appreciation you have for it.

So how do you build value for your patients?

What can you do and say that will help your patients or potential patients value you highly?

A good start is to think outside the box.

Look at what you value and how you decide on products and services.

What makes you the buyer, choose something over something else?

Why do you pay more knowing that there could be a similar service you can get for less of a fee?

building-relationships

Once you know the answer to these questions you can start to think about what makes your patients tick and why they make certain choices.

You need to start thinking about this is your Dental Practice.

Do you ever ask your long-term patients why they continue coming back to you?

Your existing patients can help you understand what your patients value about you right now. You can then build on what you are already doing right.

I believe that there are so many calls that come into your dental office and no one finds out what is important to the caller.

If you don’t know what is important to the caller, how can you offer good value.

This too me is one of the worst missed opportunities in your dental business and even worse  a missed opportunity to help someone.

Find out what is important to the caller.

Start asking questions, listen and build the value based on what the caller wants not what you think they want.

This is how you truly build value.

Now you can do this with your existing patients.

Find out what is important to them.

Often when you are talking to patients and making suggestions to help them, they begin to realise what else is important to them.

You can now match what is important to your patient.

When people see the value, they say yes and feel good about their choices.

When they say no it is often because you haven’t built this value for them.

You need to help your patients see the value.

This should be and has to be part of what you do to help your patients.

DHO_9878

My next public speaking event is my live full day Workshop with Dr David Moffet from The Ultimate Patient Experience.

I will presenting  How To Build An Ultimate Patient Experience One Day Workshop with Dr David Moffet in London on Saturday 4th August 2018.

Click here on this link to register.

Click here for information on the London Workshop.

The next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

This Master Class is followed by Brisbane and Sydney

Brisbane Master Class- Friday 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

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 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

You Can’t Force The Caller To Make An Appointment But You Can Do This.

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I recently heard a team member say, “but we can’t force the person on the phone to make an appointment.”

What I really heard the team member say was, “I am really struggling to know what to say on the phone, so I can make the caller an appointment.”

This is a very common struggle that Dental Teams have when they answer the phones.

They are trying to make appointments but start to think and believe they sound pushy.

Something else I heard recently from a team member was, “that just sounds so pushy and salesy.”

I so get where they are coming from. I too struggled with this when I was answering calls in my Dental Practice.

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The first step to overcome this real struggle, is to start believing you are not forcing the caller to do anything, you are helping them to choose what is best for them.

A big part of your job when you answer calls in a dental practice is to help the caller the best way you can.

This does mean you often need to suggest what is best for them.

This also means you need to use the type of language with the caller, that will also help persuade them to make that appointment. The appointment that is going to help them the best.

So what type of language do you use?

I mentioned persuasive language.

You start by listening to the caller, so they feel acknowledged, validated and important, then you offer a suggestion.

People that call a business of any sort, want to know what is next and more importantly they want you to tell them what is next.

Often what happens in a Dental Office, is you hold back from offering what is next because you believe it sounds pushy, salesy and we are trying to force the caller to do something they don’t want to do.

The answer is to wait until you can hear the caller is ready.

You then suggest making the appointment.

“It sounds like we should make an appointment for you straight away. Would you prefer morning or afternoon?”

Letting go of the belief you are being pushy will give you so much more confidence on the call and you will start to focus on really helping your patients as best you can.

DHO_9878_1

My next public speaking event is my live full day Workshop with Dr David Moffet from The Ultimate Patient Experience.

I will presenting  How To Build An Ultimate Patient Experience One Day Workshop with Dr David Moffet in London on Saturday 4th August 2018.

Click here on this link to register.

Click here for information on the London Workshop.

The next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

This Master Class is followed by Brisbane and Sydney

Brisbane Master Class- Friday 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

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 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

Your Team Could Be Struggling To Swim

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“I was thrown in the deep end but it’s all good. I am still swimming.”

I heard this recently from a young girl working in the front office of a dental practice.

It made me think.

Is this happening unintentionally in many other dental offices.

Are your team swimming or are they starting to go under the water?

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One of the best ways to ensure your team are not going under the water is to make sure they have the skills they need to survive in a Dental Office.

Just like Dentists, Dental Teams need skills and education if they are to do their very best.

Teaching your team the skills they need to do their job well should be one of your highest priorities. The skills your team have directly affects your business and the care you offer your patients.

Before I start any Team Training I always ask each person on the team to list the 5 areas they need help with.

By asking this question to each person on the team I start them thinking about what they are good at right now and what they struggle with in their job working in a Dental Office.

I am always amazed at how honest they are in their responses.

To be able to convert a New Patient Call to an appointment that is then kept is always a challenge for many teams.

How to prevent and handle the cancellation call is also a struggle.

Teams want to know what to say and ask.

A lot of the time the call is over within a few seconds, even before they find out what the caller’s dental issue is.

A big issue for many teams is how to make sure all the patients have a next appointment. They feel the pressure and responsibility to make the appointment, but then do not understand why the patient makes no appointment.

Knowing what you struggle with is an important first step in becoming better.

The next step is to work out what to do, to overcome your difficulty and then take action and make changes.

This is when improvement can be tracked and measured to see results both personally and professionally.

This is training in a nutshell.

Along the way, the self-worth of the team also improves and you know how powerful that is for the people in your business as well as for your business.

It is amazing to see teams be transformed from not believing they can do it, to actually doing it.

Once teams have the skills they need to do their very best, they will be able to swim a marathon!

 

DHO_9878

My next public speaking event is my live full day Workshop with Dr David Moffet from The Ultimate Patient Experience.

I will presenting  How To Build An Ultimate Patient Experience One Day Workshop with Dr David Moffet in London on Saturday 4th August 2018.

Click here on this link to register.

Click here for information on the London Workshop.

The next Master Class in Melbourne is  “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment”  on Friday 31st August 2018.

Click here on this link to register.

Click here for information on Melbourne.

This Master Class is followed by Brisbane and Sydney

Brisbane Master Class- Friday 12th October 2018. 

Click here on this link to register.

Sydney Master Class- Friday 16th November 2018. 

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 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