Top Ten Tips for How to Effectively Answer the Dental Office Telephone

Top Ten Tips for How to Effectively Answer the Dental Office Telephone

Hello Friends,

The phone is ringing, the calls are coming in, but appointments (or reappointments) aren’t being made. In fact, it is quite possible potential new patients are unintentionally being turned away.

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 really know how effective they are in answering the office telephone? Are you tracking how many calls come in and how many of those callers actually schedule an appointment? Does it really matter? Absolutely!

All your marketing efforts lead people to the phone first. Don’t waste your money by losing potential patients 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 effectively care for the caller.  

Answering the phone is a privilege and a great opportunity!

Here are 10 helpful telephone tips & ideas:

  1. Always 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 office hours (including and especially during 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, and 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. Acknowledge their question or request and reassure them that you will help them.
  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 with that. Again, my name is Betty may I ask your name?”)
  8. If after asking when their last visit was you find out they’re new to the office – warmly welcome them and find out how they heard about your office (document the referral source in the software!).
  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. Seriously, this one is so simple, and yet it is shocking how many offices totally miss this opportunity. Remember, the goal should be to end the call with an appointment scheduled so be sure to invite them to schedule.

Set aside some time to meet as a team – everyone in the office should be trained on how to not only answer the phones but should know how to effectively 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. (Yes, I am talking about role-play – I know we hate role-play it’s uncomfortable (and embarrassing) to do but it’s necessary to be truly successful. Work through the discomfort. It’s worth it!)

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

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.

Practice Owners – 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

Please... If you enjoy the complimentary ideas that I share or if they’ve been of help to you and your practice –  I would truly appreciate it if you would please take a second and leave a review/recommendation for me on GOOGLE and/or FACEBOOK. Looking forward to hearing from you. Thank you!!

Yours for Greater Success,

~Betty – Dental Coach

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

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June 2023 Dental Practice Management, Leadership, and Team Building Ideas

June 2023 Dental Practice Management, Leadership, and Team Building Ideas

Hello Friends,

Here are some practice management reminders, leadership, and team-building ideas that can easily be implemented during the month of June. (Don’t wait until the end of the second quarter of the year to evaluate if your and your team’s daily actions are in harmony with your practice vision and mission. )

For Marketing, Social Media Content, and Practice Growth Ideas for June Visit: June 2023 Marketing Ideas

Leadership & Team Building & Appreciation Idea

Practice improvement and growth start with you and your team! Remember, there is no way that the quality of patient care and experiences will exceed the quality of the people who provide it.

It is literally true that you can succeed best and quickest by helping others to succeed.” –Napolean Hill

 

Invest in your team – Thoroughly train your employees (new & old) on your practice goals, systems, expectations, software, telephone skills, dental procedures, protocols, etc.  Include regular continuing education – you can do this with in-office training, webinars, lunch and learns, and seminars/classes outside of the office.

Doughnut Day or Donut Day: June 2nd – Bring in donuts for the team!

 

 

Recess at Work day is June 15th – Get outside for a few minutes with your team for some fresh air. If you can’t all get outside, open the windows, and turn up the radio.  How about a sweet treat to enjoy during “recess”? (ex: ice cream, frozen drink, etc.)

Practice Management Reminders & Ideas

Unscheduled Patients – Now is a great time to reach out to your unscheduled patients both active and inactive patients. Why? Because for your patients to smile healthy they need to schedule the treatment you’ve diagnosed and to come in regularly for their hygiene continuing care appointments.

Some questions to consider:

  • Of your active patients (seen in the last 18 months) how many have a next appointment scheduled and how many do not?
  • What systems are in place to ensure the team is staying in touch with your unscheduled patients?
  • How many patients left the practice this year?
  • What can you do together as a team to retain more patients by consistently exceeding their expectations?
  • What can you do together as a team to help more patients say yes to your very best care? Remember, When your patients are healthy – the practice is healthy.

Knowing your practice numbers and doing something with what you know about those numbers is key to growing and improving your practice. Numbers tell a story. Numbers tell you if your practice is healthy or unhealthy.

Reviews & Recommendations – Ask your patients to please review your office on Google and recommend you on Facebook. Don’t simply rely on third-party companies to do this for you. It’s so simple (& free) to invite your patients to do this for you.

Let no one ever come to you without leaving better and happier.”  ― Mother Teresa

 

 

Practice Owners, if you would like to grow and improve your dental practice and have wondered what it might be like to work with me and what coaching is all about… please feel free to reach out to me to schedule a complimentary, no-obligation coaching call at bhaydenconsulting@gmail.com.

As always, wishing you all a happy and productive month!

Please... If you enjoy the complimentary ideas that I share or if they’ve been of help to you and your practice –  I would truly appreciate it if you would please take a second and leave a review/recommendation for me on GOOGLE and/or FACEBOOK. Looking forward to hearing from you. Thank you!!

Yours for Greater Success,

~Betty (Dental Coach)

Dental Marketing, Practice Growth, and Social Media Content Tips and Ideas for June 2023

Dental Marketing, Practice Growth, and Social Media Content Tips and Ideas for June 2023

Hello Friends,

Happy summer to you! The month of June will close out your second quarter for the year; why not end it as your best quarter ever? At the very least, put forth the effort to make it your best June ever.

Here are some June 2023 practice growth and social media content ideas for you.

After reading this post if you enjoyed the ideas that I have shared or if you’ve implemented any of the ideas in the past,  I would truly appreciate it if you would please take a second and leave a review/recommendation for me on GOOGLE and/or FACEBOOK. Looking forward to hearing from you. Thank you!!

Community & Patient Education Opportunities

Mens Health Education and Awareness Month – Compared to women, men are less likely to visit a dentist, oftentimes, only seeing a dentist when a problem arises.  Share dental health tips for men on your website and social media sites.

National Migraine and Headache Awareness Month – If it’s not your patient in the chair that suffers from migraines or headaches, it’s someone that they know. Great opportunity to share with them information about how you can help bring them or a friend some relief.

June is Oral Health Month and Smile Month

This a great month to increase the number of healthy smiles in your community.

Theme: Summer Sun & Smiles  

Focus: Wellness Care (Cleanings, Sealants, and Fluoride for Adults and Children) and Orthodontics

Goal: Raise awareness for the importance of preventive dental care (getting patients back on track with regular dental visits), take better care of your current patients, increase production, and bring in new patients.

Also, Increase your orthodontic case acceptance.

Example of Scripting for sealants:

Sealants: “A Tooth Without A Sealant is like a Car Without A Seat Belt” Dental Sealants Protect Your Teeth Against Decay and Cavities.

Example Orthodontics ScriptingSummer Sun, Fun, and Smiles! Is your smile ready for summer? We offer Sure Smile, Clear Correct, or Invisalign as a great alternative to traditional braces.

Example Teeth Whitening Scripting:

Summer Sun & Smiles – Enjoy summer with a smile that sparkles & shines!

Hint: Teeth Whitening makes a great gift!

Practice Owners, if you would like to grow and improve your dental practice and have wondered what it might be like to work with me and what coaching is all about… please feel free to reach out to me to schedule a complimentary, no-obligation coaching call at bhaydenconsulting@gmail.com.

Dental Social Media Post Content Ideas for June 2023 to help you build and improve engagement.

National Candy Month

California Avocado Month

World Milk Day – June 1st

Corn on the Cob Day – June 11th

First Day of Summer – June 21st

Wishing you all the happiest month and end to the second quarter of this year!

Have you signed up to receive my complimentary dental marketing and practice management ideas that are sent right to your email inbox each month? If not, take a second and sign up. Or send me your email address (bhaydenconsulting@gmail.com) and I will send you an invite to follow. This way, you won’t miss a single idea

Yours for Greater Success,

~Betty (Dental Coach)

P.S. If you enjoy the complimentary ideas that I share or if they’ve been of help to you and your practice –  I would truly appreciate it if you would please take a second and leave a review/recommendation for me on GOOGLE and/or FACEBOOK. Looking forward to hearing from you. Thank you!!

May 2023 Dental Office Management, Leadership, and Team Building Ideas

May 2023 Dental Office Management, Leadership, and Team Building Ideas

Hello Friends,

To help you plan and prepare to make the month of May a productive and happy one, I am sharing some office management, leadership, and team-building ideas and reminders with you. ENJOY!

Looking for Marketing and Social Media Content Ideas for May? Check these out: May 2023 Practice Growth Ideas

Practice Management Reminders and Ideas

Treatment Plans and Financial Presentations – Always present patients with a copy of their treatment plan and financial expectations at the time of diagnosis/scheduling.   When was the last time you reviewed your treatment plan and financial presentation verbiage & systems?

Insurance Renewal – Some insurance companies renew their maximum on June 1st. Find out how many of your patients have benefits remaining that will expire at the end of May and how many will renew on June 1st. Starting now, make your Use It or Lose It telephone calls,  mail reminders, and share on social media.

Leadership Tips and Reminders

It’s true if you want your patients to consistently have great experiences, accept your treatment recommendations, and refer their friends, family, neighbors, and co-workers to you – it takes a quality, happy, and productive team. Of course, though, it starts with you!

Set the Example / Lead by Example – Treat your employees how you would like them to treat your best patient. 😉

Job Expectations & Job Responsibilities – What are the performance expectations for your team? Does each employee clearly understand their role in the practice?

A good objective of leadership is to help those who are doing poorly to do well and to help those who are doing well to do even better.” –Jim Rohn

Practice Owners, if you would like to grow and improve your dental practice and have wondered what it might be like to work with me and what coaching is all about… please feel free to reach out to me to schedule a complimentary, no-obligation coaching call at bhaydenconsulting@gmail.com.

You spend far too much time together at work to not have some fun too! Create a fun and stress-free environment with Team Building/Appreciation Activities and Events!

Employee Appreciation/ Team Building Ideas

National BBQ Day: 16th – Bring in a BBQ lunch for the team. (It is also BBQ month so you can celebrate on a different day that works better for everyone!)

For your chocolate/peanut butter lovers – I Love Reese’s Day is May 18th!

As always, wishing you all a happy and productive month!

If you enjoy the complimentary ideas that I share or if they’ve been of help to you and your practice –  I would truly appreciate it if you would please take a second and leave a review/recommendation for me on GOOGLE and/or FACEBOOK. Looking forward to hearing from you. Thank you!!

Yours for Greater Success,

~Betty (Dental Coach)

P.S. Have you signed up to receive my complimentary dental marketing and practice management ideas that are sent right to your email inbox each month? If not, take a second and sign up. Or send me your email address (bhaydenconsulting@gmail.com) and I will send you an invite to follow. This way, you won’t miss a single idea