Dental Office On Hold Telephone Messaging Tips and Ideas

Dental Office On Hold Telephone Messaging Tips and Ideas

Hello Friends,

Have you ever called a local business and were immediately put on hold only to hear every few seconds this crazy annoying beeping sound or there is dead silence? You can’t tell if you’ve been disconnected or are still on hold. Or what about the business that has a radio station playing as their on-hold message, except it’s all static or playing some lame music? 

What kind of message do you think this sends to your callers? What about the anxious and nervous potential new patients calling? Is your on-hold messaging welcoming or repelling?

Now, I believe the best customer service is to never put the caller on hold. However, we all know that from time to time it happens. Emphasis on from time to time.  And when it does happen it should only be a brief hold. If you can’t get right back to that caller – please take down their name and number and promise to call them back. Make good on that promise. (For how to effectively answer the dental office telephone SEE  How to Effectively Answer the Dental Office Telephone)

dental office on hold messaging ideas betty hayden

A while back I set one of my clients up with a message on hold service, created beautiful, short custom marketing messages for them and on the first day of using it, a caller said: “Oh, I didn’t know you do teeth whitening.” See how that works?

Having a quality message on hold system set up is a good thing. Use this service as an opportunity to educate and inform your callers while they are on hold.  Help them to see why they’ve made a good choice calling your practice. 

Every dental office has information, news, events, or dental health facts and services that should be highlighted while a caller is put on hold.

In addition to playing music, what are some things you can talk about?

  • Special Office Events
  • Information about your In-Office Savings Plan
  • Dental Services & Products
  • Dental Health Tips
  • Office Hours
  • Social Media Site Information (Invite callers to “like” / “follow” the office.)
  • Financial Expectations
  • Website Address

A message on hold system allows you to advertise to your patients and keep them informed on the latest and greatest office happenings. It will also distract them from the fact that they’ve been put on hold.

Please make sure that you keep your content fresh! One of my doctors’ offices has had the same on-hold message for years!! I think I have it memorized. Blah!

You can certainly create your own on hold-messaging but if you prefer to use a third-party source there are many on-hold messaging services out there.

My suggestions for what to look for in a message on hold service/system are: 

  • Quality Sound & Voice Talent.
  • Inexpensive – You don’t need to spend a lot of money!
  • Helpful – Exceptional Customer Service.
  • Allows you to change your message and music throughout the year.
  • Doesn’t lock you into a long contract.
  • Will help you create effective messages.
  • Makes the setup and process easy on you and your team!
  • Allows you to listen to sample messages before buying.

Have you ever called your office and were put on hold? (If not, please call your office and be placed on hold) – I know your patients and potential patients have, and what is it that they’re hearing or not hearing? Make the time they’re on hold count!

Those are my thoughts on on-hold messaging.

Real quick before I go, since we’re talking about putting callers on hold, might I add, never, ever answer the phone with “hold please” or “can you hold?”! Take a quick second, find out who they are and what they need. People prefer not being put on hold.  If you are habitually needing to put callers on hold, you need more people answering the phones.

I would love and truly appreciate for you to please leave a review/recommendation for me here on GOOGLE and/or FACEBOOK.

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Yours for Greater Success!

~Betty – Dental Coach

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Dentist Office Leadership, Management, and Marketing Tips and Ideas for March 2020

Dentist Office Leadership, Management, and Marketing Tips and Ideas for March 2020

Hello, Friends –

The month of March is the final month of your first quarter. There is still time to make this your best quarter ever! Spend some time reviewing your numbers, your plans for how to reach your goals, and ways to continually improve your office during the year.

With March being Employee Spirit Month it’s also a great month to celebrate your dental team! (Well, isn’t every month a great month to celebrate your team?)

Here are a few Dental Leadership, Practice Management and Marketing Ideas for March to get you started:

 

Betty Hayden Consulting Dental Coach Dentist Office Ideas

 Leadership Tips and Ideas ~

“Outstanding leaders go out of the way to boost the self-esteem of their personnel. If people believe in themselves, it’s amazing what they can accomplish.” – Sam Walton

National Dentists Day: March 6th   – Spend today celebrating the awesome dentists’ in your life! Be sure to take a picture(s) of your dentist(s) to post on your social media pages with a message of appreciation.

dentists day dental practice management dental coaching

National Dental Assistants Recognition Week: 1st – 7th  – This is the week to celebrate your hard-working assistants! Be sure to take a picture(s) of your assistants to post on your social media pages with a message of appreciation.

Employee Spirit Month – If you want to increase employee trust, creativity, teamwork, engagement, and productivity, then it’s time to have some fun, commend more, improve communication and huddle up!

Dental Morning Huddle Tips and Ideas

Dental Team Building Activities, Rewards, and Incentive Tips and Ideas

I can help! Learn how to lead your team, creating greatness based on high-performance expectations and principles. Produce more, Collect more, Stress-less, and have more Fun!

Schedule your complimentary no-obligation 30-minute coaching consultation today at bhaydenconsulting@gmail.com.

Practice Management Tips and Ideas ~

March is an especially important month for any of you that typically struggle with your schedule during the month of September (AKA Sucktember).

Pre-Appointments – Be sure to pre-appoint your March hygiene patients for their 6-month continuing care appointments. (If this isn’t already being done with your hygiene patients, make it your goal to schedule their next appt. while they are there in the office.)

By the way, do you know your patient’s pre-appointment percentage?  If not, that is a smart number to start tracking to improve your patient retention.

Dental Marketing Tips & Ideas for the month of March ~

Celebrate Your Name Week: 1-7 – Here is a simple and fun idea for “celebrate your name week”. During this week each working day post 3-5 names on your office Facebook page and Instagram page and people with those names can stop by the office to pick up a new toothbrush. Seriously, it won’t cost you much money, it will encourage people to share the post (your office info) to their social media pages, and it will bring in potential new patients into your practice!

Educational Opportunity –

National Kidney Month – Good dental health isn’t just about preventing cavities and keeping your gums healthy. Both tooth decay and gum disease can lead to infections that can cause problems for people with kidney disease.  A study in the Journal of Clinical Periodontology reported that people with kidney disease and those on dialysis are more likely to have periodontal disease and other oral health problems than the general population.

Social Media Post Ideas to Improve Engagement during the month of March ~

World Compliment Day 1st

Oreo Cookie Day 6th

Daylight Savings Time 8th

Lips Appreciation Day 16th

Kick Butts Day 20th

Spinach Day 26th 

Betty Hayden Dental Social Media Contact Spinach Day

What are your plans to make March a great month? Please share your plans and ideas with me!

I would love and truly appreciate for you to please leave a review/recommendation for me here on GOOGLE and/or FACEBOOK.

Don’t miss out on any of the ideas that I share each month! Are you receiving my complimentary Practice Management and Marketing Ideas in your email inbox each month? If not, please start following us today.  If you prefer, send me your email address at bhaydenconsulting@gmail.com and I will send you an invitation to follow my blog.

Yours for Greater Success,

~Betty – Dental Coach

P.S. Please stop by and say hello to me on FacebookTwitterInstagramLinkedIn and Pinterest

Dental Office Telephone Principles

Dental Office Telephone Principles

Hello Friends,

You never get a second chance to make a great first impression.”

What kind of impression is your dental office team creating for you? Do you know how effective they are in answering the office telephone? Does it really matter? Absolutely!

All of your marketing efforts lead people to the phone first. Don’t waste your money by losing the potential patient or aggravating current patients due to poor telephone skills and habits. Your entire team (clinical & admin) should be trained on how to properly answer the phone and handle the call. Answering the phone is a privilege and a great opportunity!

dental telephone scripting principles from betty hayden consulting

 

Here are 10 helpful telephone tips & ideas:

  1. Smile before you pick up the phone.
  2. Answer the phone within the first couple of rings.
  3. Answer the phone with a thank you for calling, identify the office and give your name. (ex: Thank you for calling Dr. Smiles, this is Betty. I can help you.)
  4. Do NOT let the caller go to voice mail (or a busy signal!) during business hours (including lunch hours). People hate leaving messages. Oftentimes, they’ll hang up and call the next office on their list.
  5. Never, ever answer the phone with “hold please” or “can you hold?”! Take a quick second, find out who they are and what they need. People hate to be put on hold. If you are habitually needing to put callers on hold, you need more people answering the phones.
  6. For the few times when you do need to put a caller on hold – please, consider having a great message on hold service. Here’s why: Should I Use A Message On Hold Service?
  7. Get the caller’s name early on and use it often. BEFORE you answer their initial question you should know who you are talking with. (ie: “Great question, I can help you that. Again, my name is Betty may I ask your name?”)
  8. Find out how they heard about your office (document the referral source!).
  9. What type of insurance do you have?” shouldn’t be the first thing you ask. In fact, let the caller bring that part up. Your goal is to build a relationship with the caller, to get to know them and their expectations.
  10. Offer an appointment. Sounds obvious right? You might be surprised to know how many offices miss this important step. 

Set aside some time to meet together as a team – everyone in the office should be trained on how to not only answer the phones but they should know how to handle the calls. At the very least, professionally & courteously direct the caller to someone who can help.

Practice, Practice, Practice how to effectively handle different types of calls and questions until you feel comfortable. 

As a team, create your Telephone Principles (scripting guidelines) which are your goals & expectations for each call.

Know how to respond to the following callers:

  • Shopper Callers – Great opportunity! Typically, the shopper caller has a need and is ready to “buy”, that’s why they are “shopping”.  Don’t blow it by refusing to quote fees over the phone.
  • Insurance Questions – Have a great response for: “Do you take —-ins?
  • Wrong Numbers – offer an appointment anyway.
  • Sales Calls – Be kind, they’re just doing their job. Maybe they need an appointment. Plus, you don’t know who they know. It’s simple – always be kind.
  • Organizations or local businesses requesting donations – Empower your team to fulfill their request. At the very least, offer them an appointment.

The telephone ringing should never be viewed as an interruption to your already too busy day. Certainly, handling the phones is a big responsibility but it’s an even bigger privilege. Don’t miss out on any opportunities to set your office apart from the others by always exceeding the caller’s expectations.

If you have questions about how to successfully handle telephone calls or need help training your team, don’t wait, ask for help. I’m ready to help you. Email:bhaydenconsulting@gmail.com

If you enjoy the complimentary ideas that I share each month, I would love and truly appreciate for you to please leave a review here on GOOGLE and/or FACEBOOK

Be sure to take a second and subscribe to receive in your email inbox each month, my FREE (no spam ever!) dental marketing, leadership, and practice management tips & ideas. Or if you prefer to email me at bhaydenconsulting@gmail.com your email address and I will send you an invitation to follow.

Yours for Greater Success,

~Betty – Dental Coach

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