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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Dental Practice Tips and Ideas for January 2020

Dental Practice Tips and Ideas for January 2020

Hello Friends,

Now is a great time to find and create opportunities for growth in the New Year.

“What the new year brings to you will depend a great deal on what you bring to the new year.” ~ Vern McLellan

So, what will you be bringing? Rather than bringing the same headaches and stresses, you may have experienced this year due to not successfully reaching your practice goals… why not, instead, bring a clear vision of what you want to see in the new year. (Makes sense seeing that it is 2020 😉)

Create your action plan for any wanted and needed improvements to your office including setting your production, collection, patient retention, treatment, continuing education, and new patient goals for the new year. Do include your team in this plan, ask them what their ideas are to make 2020 a more productive and happier year for all!  Remember, people are more likely to support that which they help to create.

Don’t let another year slip by without you successfully reaching or exceeding your goals. It’s time to bring it! Bring your vision and action plan to 2020.

To help you bring it I am sharing some dental office leadership, management, and marketing tips and ideas for January…

Betty Hayden Consulting Winter Dental Office Ideas and Marketing

Leadership Tips and Ideas ~

Improve Communication with Team Meetings:  Schedule monthly team meetings – to be clear, I am not talking about boring and unproductive waste of time meetings just for the sake of having a meeting. Not at all, I am talking about meetings that keep the team all on the same page as to your daily goals, enabling them to live your vision for the practice day in and day out while holding each other accountable to the same high-performance standards.

Boost Team Morale Fun Idea: National Cheesy Socks Day: Jan. 21st ~ Give your employees a gift of cheesy/silly socks to wear on the 21st.  Be sure to take a picture to post on Facebook and Instagram

Practice Management Tips and Reminders ~

Hygiene Continuing Care & Incomplete Treatment:

Insurance Renewals: Many of your patients’ dental insurance maximums renew on January 1. Phone your patients with a friendly reminder of their renewed benefits and make a reservation for them to come in for their hygiene visit or incomplete treatment with the doctor. Include reminders on your social media platforms.

Hygiene Patients: Are you pre-appointing hygiene visits? If not, January is a good time to make this a goal for the office. While you have the hygiene patient in the office, schedule their next 3, 4, or 6-month visit. Avoid saying “would you like to schedule your next appointment?” Some will say no. So instead, say this: “Let’s go ahead and schedule your next visit.” Assume they want to schedule their next visit. By the way, your entire team needs to be on board with pre-appointing your patients. It can be done!

If you’re struggling to have a productive and effective hygiene department – I can help you with this.

Office Appearance:

National Clean Off Your Desk Day: Jan. 13th  ~ Clutter represents indecision. Make the decision to get rid of the clutter! That includes any sticky notes attached to computer monitors, coats/sweaters hanging on the backs of chairs, and fast-food drink containers sitting out on the counters. While you’re at it, go ahead and attack the cabinets & closets. Say goodbye to the clutter! Here are a few office cleaning ideas: Are you past due for your office cleaning?

Marketing Tips and Ideas ~

Exceed Patients’ Expectations – Give Away/Gift Idea:

January is National Hot Tea Month. Give away packets of tea that have a label on them saying “Our Patients are TEA-riffic!”

our patients are teariffic betty hayden consulting dental coach

winter dental marketing ideas betty hayden consulting

 

Trust me, even if this sounds silly to you – your patients love these free gifts. It’s an inexpensive and simple way to make their day!

Reminder: Make sure that all your patient give-away/gifts have labels/packaging that include your office name.

Educational Opportunity ~

Sugar Awareness Week: Jan. 20-24 – This week share website and social media platform posts /videos all about sugar and dental health. Excellent educational opportunity.

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

National Soup Month

Drinking Straw Day: 3rd

Cigarettes Are Hazardous To Your Health Day: 11th

Dress Up Your Pet Day: 14th  (People LOVE to share pictures of their pets!)

National Cheese Lovers Day: 20th

Dental Drill Appreciation Day: 26th

There you have it, dental leadership, practice management, and marketing tips and ideas for January. I hope that you find them helpful! Thank you for taking the time to read this article.

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

What are your practice goals for 2020? I would love the opportunity to work along with you and your team to help you set and exceed your practice goals. If you would like to schedule a complimentary telephone consultation to learn how our coaching program works, please email me at bhaydenconsulting@gmail.com.

Are you receiving my free Dental Leadership, Practice Management, and Marketing Ideas in your email inbox each month? If not, please follow today or send me (bhaydenconsulting@gmail.com) your email address and I will send you an invitation to follow. This way, you won’t miss a single idea. 

Yours for Greater Success,

~Betty

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

Please follow and like us:
Dental Office Ideas for Octobers Breast Cancer Awareness Month

Dental Office Ideas for Octobers Breast Cancer Awareness Month

Hello Friends,
October is Breast Cancer Awareness Month – Your dental practice choosing to support Breast Cancer Awareness month is a great way to show your patients and the community that you care.

 

dental ideas for breast cancer awareness month betty hayden consulting

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

How can your dental office participate?

Work together as a team to decide how you will promote Breast Cancer Awareness Month.

Here are a few areas to consider:

  • Raise Awareness, How?
  • Collect Donations for a charity, which foundation/charity will the donations go to?
  • Office Decorations, What? Who? and from Where?
  • Social Media Sites – Use to raise awareness, discuss dental health tips, share office happenings, and contest details, etc.

dental office social media posts for breast cancer awareness month

  • Production & Product Sales – (Portion of sales will be donated to… )
  • Contests
  • Give-aways – (ex: pink imprinted lip balm, little pumpkins, see more gift ideas here)
  • Special in office Event (ex: Pink Day)
  • Community – Get involved with a local BCA event(s)
  • Wear Pink and encourage your patients to wear pink
  • Involve your local news media with a press release
Dental Ideas for Breast Cancer Awareness Betty Hayden Consulting

Photo Courtesy of Dr. Scott Terry & Team

Check out my Pinterest Board for more ideas: https://www.pinterest.com/BettyJHayden/dental-office-ideas-for-breast-cancer-awareness-mo/

There are so many ways to show your support for Breast Cancer Awareness – if you have any questions about how your office can make October fantastic please contact me today at bhaydenconsulting@gmail.com
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. This way, you won’t miss a single idea!!

Yours for Greater Success,

~Betty

Dental Coach

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

Please follow and like us: