Dental practices receive numerous phone calls throughout the day. When the phone rings, whether it is a current or potential patient, their experience shapes their opinion of your practice. Since a phone call is typically the first point of contact between your office and patients, it is critical to answer the phone in a timely manner and with proper etiquette. Today, Bryant Consultants is reviewing how office staff could be costing you hundreds of dollars in lost services through the most common communication portal, the telephone.
How You Are Losing Money
Acquiring new dental patients involves several factors, from word-of-mouth referrals to formal advertising. For example purposes only, the following numbers do not represent any industry or specific practice but could provide you with important information about the impact your staff could have on your bottom line.
Example:
Let’s say that your office staff misses five potential new patient calls per day and that the cost to acquire a new patient is approximately $100 per patient. Based on previous calculations of your practice, you know that the average patient stays with you for about seven years, spending an average of $600 for services per year.
5 Missed Calls x $100 Acquisition Cost = $500
5 Missed Calls x $600 Annual Services = $3,000
Assuming those five clients stay with your practice for those seven years, you could potentially lose $21,500 in revenue. This example only accounts for one day of missed calls and that all of those callers convert to being a patient. The amount of lost revenue for one year could be exponentially higher, depending on the new potential client call volume. Therefore, you can see why your office staff must be well-trained in proper telephone techniques.
How to Recoup Lost Revenue
Team members could help you recoup lost revenue with proper training in phone etiquette and customer service, resulting in efficiency and effectiveness when required to multi-task during peak hours. Below are some tips for training your office staff, so they provide top-notch service your patients expect from a dental practice.
- Take Notes – With a busy office environment, it can be challenging to remember everything. Therefore, a notepad and pen near the phone could help your staff remember important information about the caller such as their name, so that they can use it during the conversation to create a personal connection.
- Make an Appointment – No matter the type of caller or purpose of the call, it is an invitation to schedule an appointment. Noticing the need for a checkup for an established patient or suggesting an examination for a potential patient could easily result in an appointment.
- Smile When Talking – When speaking on the phone, your office staff’s tone of voice can portray a friendly office environment. A common trick is to smile when speaking with a caller. The tone of voice gives the impression that the person is genuine, and it establishes trust.
- Everyone Should Answer – Typically, phone calls should be answered within three rings. If the front office staff is busy, the responsibility could shift to the office manager or another designated staff member. It is the responsibility of all staff members to ensure the call is answered.
- Free Consultation vs. Quote – Each patient is different and will require services based on their situation. Therefore, when a caller requests a quote, offer a free consultation for a complete assessment and accurate price estimate.
- Answer During Lunch – When a caller hears an “out to lunch” message, they typically hang up and call the next dental practice. Most people call on their lunch hour to schedule appointments, so assign one staff member to answer the phone during lunch. Establishing a rotation basis of responsibility reduces monotony for one person.
- Answer Correctly – Avoid impersonal greetings such as, “Dental office…”. Create a personal connection with the caller by using the dental practice’s name and the name of the office staff member.
- “Live” Patients Come First – When the phone rings and your staff is busy with a patient, they need to answer the phone and ask the caller to hold. For example, “Would you mind if I place you on hold for a moment, and I will get back to you as soon as possible?”
Consulting Services in Kingsport, Johnson City, and Bristol
Training your dental office staff can directly impact your bottom line and profitability. If you are unsure of how to train your dental office staff or have questions about recouping lost revenue, feel free to contact Bryant Consultants by calling (877) 768-4799 or speak directly with a consultant.
