Tips and Ideas for Effectively Answering The Dental Office Telephone

Tips and Ideas for Effectively Answering The Dental Office Telephone

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 Office Training and Telephone Scripts

Here are a 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 and use it often.
  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 I have called as a “shopper” and was never offered an appointment.

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. Role play will help all to feel more comfortable handling different types of calls.

As a team, create your Telephone Principles (Scripts) 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 to: “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

Be sure to take a second and subscribe to receive in your email inbox each month, my FREE dental marketing and practice management tip & ideas. 

Yours for Greater Success,

~Betty

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January Dental Marketing Tips and Ideas

January Dental Marketing Tips and Ideas

Hello Friends, 

“The new year stands before us, like a chapter in a book, waiting to be written. We can help write that story by setting goals.” – Melody Beattie

What are your dental marketing goals for 2018? What are your plans to exceed your current patients’ expectations and engage with your potential patients in the community?

(Note: For Practice management Ideas for January Visit Here: )

Here are some Dental Marketing Tips and Ideas to get you started:

Dental Marketing Ideas for January from Betty Hayden Consulting

I’m Not Going To Take It Anymore Day: 7th – This is a wonderful educational and marketing opportunity:
I’m not going to take my…”Crowded Teeth”,“Yellow Teeth”,“Bad Breath”,“Sensitive Teeth”,“Snoring”,“Headaches”, anymore! – Show your patients how you can help.

Sugar Awareness Week: 15-19thThis week share blog and social media posts all about sugar and dental health.

External Marketing to Local Businesses: Send a coffee truck to local businesses/schools – What a great surprise and welcome treat for many local businesses. Be sure to take pictures that can be shared on your social media sites. 

January is National Hot Tea Month –

Educational & Treatment Opportunity:

Drinking teas such as green tea can be very good for one’s dental health. Does Tooth Sensitivity hold some of your patients back from enjoying their favorite hot beverage? Show them how you can help relieve/eliminate tooth sensitivity. This will give a nice boost to your production too!

If you are interested in having me help your office create a custom “National Hot Tea Month” (or different themed) campaign that includes ideas for special offers, patient give-aways/drawings, community involvement, cross-marketing with local businesses and hygiene continuing care /incomplete treatment scripting, please contact me today at bhaydenconsulting@gmail.com

Social Media Post Ideas to Improve Engagement:

Drinking Straw Day: 3rd

Cigarettes Are Hazardous To Your Health Day: 11th

Dress Up Your Pet Day: 14th

National Cheese Lovers Day: 20th

Dental Drill Appreciation Day: 26th

Bubble Wrap Appreciation Day: 29th

So there you have it, a few dental marketing ideas for January. Please be sure to comment below with any other ideas or reminders you have for the month of January.

If you are not yet following my Free Dental Marketing Ideas each month, please do so today.

Yours for Greater Success,

~Betty

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

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Dental Office Tips and Ideas for November

Dental Office Tips and Ideas for November

Hello Friends,

There is still time to make your final quarter for the year your best one yet. To help make that happen, here are some dental marketing & practice management tips & ideas…

November Reminders:

Incomplete Treatment & Insurance Maximum Renewals – Do you have any patients with incomplete treatment or ones that are due/past due in hygiene with remaining insurance benefits that are going to run out at the end of this year? Do what you can to help them see the need and value in scheduling an appointment this month before the end of the year rush really shifts into high gear! See Dental Benefit (Use it or Lose it) Reminders, Tips, and Ideas

National Clean Out Your Refrigerator Day: 15th – Time to clean out the office refrigerator.

Candy Buy Back – Many of you will be starting off the month of November hosting and celebrating your office Candy Buy Back events. Consider doing a Facebook Live Video to promote your event. Be sure to alert the local TV news, online & print newspapers and social media sites about these events.

Dental Education Opportunity:

November is American & National Diabetes Month

Over 30 million Americans have diabetes.
People with diabetes are 2 times more likely to develop serious gum disease.
Use this month to educate your patients about the connections between diabetes and gum disease while they are in the chair and or via email, office newsletters, and your social media sites.

International Stress Awareness Day: 1st   – Share tips on how to reduce stress & the relationship between stress and oral health. Service/Treatment Feature: Mouthguards.

Great American Smokeout: 16th   – Wonderful Educational Opportunity to help your patients Kick the Tobacco Habit! As well as encourage youths to remain tobacco-free.

Cosmetic Dentistry Opportunity:

Many of your patients will soon be attending holiday parties/events and typically with these special occasions come a lot of picture-taking. Now is a great time to help them see how they can easily get their smile ready for the camera with teeth whitening and other cosmetic treatment/procedures. Be sure to make available Dental Gift Cards/Certificates for purchase.

Here are 3 More Ways to Help Your Patients 
Smile in November!

World Kindness Week: 12-18 – Have Gift Of Health Certificates for your patients to share with their friends, co-workers, neighbors, and family. What about handing out special surprise gifts for your patients or deliver gifts to local businesses this week. Perhaps there is a patient coming in this week for treatment that is experiencing serious financial hardship and would benefit from some extra kindness by you donating some of their dental treatment.

Black Friday – Offer Special Pricing on Teeth Whitening & Electric Toothbrushes, Ortho Consultation or a New Patient Visit.

Flossing day: 24th – Post fun floss facts & tips on your social media sites. Make a video and share on Facebook, YouTube & Pinterest demonstrating proper flossing techniques.

As always, I would love to hear your ideas for making November a great month! Should you need any help implementing these ideas or have any other questions that I can help you answer…I’m ready to help! Contact me today at bhaydenconsulting@gmail.com.

Are you receiving my free dental marketing and practice management ideas every month to your inbox? If not, PLEASE take a second and follow today or send me your email address and I will send you an invitation to follow. This way, you won’t miss a single idea. Feel free to share my blog with your dental friends. ~ Thank you!

Yours for Greater Success,

~Betty

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

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