The phone rings, and rings, and rings. There’s no answer. What do you suspect the caller will do next? If you guessed, move on to the next phone number in their Google search, then you’re right! When your front office is busy, the phone may seem like it’s ringing off the hook. But did you know that missing just ONE new patient conversation a day could end up costing your practice $10,000 or more a month in lost revenue? (That’s if you’re open four days a week). Today on the blog, our dental practice consultants want you to know seven mistakes your practice could be making by missing a single new patient call. If your practice’s revenue and new patient growth are stagnant, it could be because of one of these mistakes.
The person answering doesn’t know WHY they answer the phone
Almost all new patients start with a phone call to your practice. It’s crucial that all team members answering the phone understand the importance of each call and make their best effort to schedule new patients when one calls. Assess your team and ensure you have the right person answering the phones. Just because you have front office team members doesn’t mean that each of them has the most pleasant phone presence. But team members that lack phone skills can be trained to provide the best customer service when answering the phone.
Using a rude or impatient tone when answering calls
We all have our off days when it’s difficult to separate personal (or even work problems) with fulfilling our job duties. But it’s important not to let your mood spill over into your phone calls, or it may affect your conversion rates. Answer each call with a smile and uplifting attitude to ensure the caller feels welcome and valued.
Placing callers on hold
It’s ok to get placed on hold, said no one ever! You probably don’t like being put on hold when calling a business, so don’t do it to your callers. If you don’t have enough staff to answer the phone, hire more team members if need be or train your office staff to take the patient’s name and number and return their call when they have time to dedicate solely to that patient. Avoid telling the patient that you’re too busy right now and will have to call them back. Instead, let the patient know you’re thankful they have called, and you want to give them the best customer experience, and to do that, you’ll need to call them back. Most importantly, call the patient back when you say you will.
Not listening to the patient’s needs
Some callers may not know what to ask when calling your office for the first time. Additionally, they may be completely unaware of the services you offer or the treatments they need. It’s up to you (or the person answering your practice’s phone) to listen to the patient to uncover their actual dental needs. Also, listen carefully when the patient talks, so they don’t have to repeat themselves.
Failing to take control of the call (politely)
This means allowing the patient to ask all the questions and get their answers without you actually finding out anything about their needs. Instead of answering their questions reactively, ask them questions to truly find out what they need and take control of the call.
Failing to overcome the patient’s objections
Objections or excuses might sound more like it, are the most common reasons why patients no show or never book an appointment. “That’s too expensive.” “Your office is out of network.” These are just a couple of objections patients often provide over the phone as excuses for not booking an appointment. Prepare your team on how to handle these objections ahead of time effectively and with confidence to increase new patient appointments.
Not making your practice stand out among the rest
If your team can’t make you (the doctor) look like a shining star, why should patients choose your practice over the others? The person answering the phones needs to know how to “sell” you, the dentist. They need to know your credentials and other highlights that show the new caller why your practice fits the patient’s needs. This approach can be a friendly and easy way to promote the practice.
Dental Practice Consultants
Answering every phone call is a significant responsibility. It’s not just about greeting the person on the other end, but about listening, overcoming objections, and using the right tone and choice of words. If the team member answering the phone at your practice is less than stellar, ask about our phone skills training for dental practices. It’s time to stop missing new patient calls and thousands of dollars in revenue and get the training that your team needs. Start today by calling Bryant Consultants at (877) 768-4799 or contact us today.
