Customer service is a critical part of how your business or practice is perceived. Add to that the fact that most of your first time contact is over the phone. This makes your telephone and how you respond to the conversation, crucial!
Although the 3 examples below reference taking place over the telephone, they could very easily be a face to face conversation.
1. A new patient – or existing patient calls, identifies them self, and needs to make an appointment for an evaluation, adjustment, lost filling or cleaning:
Have you ever wondered how important the telephone is to your practice? Maybe you’ve even wondered IF the telephone was important!
Let me answer with two eye opening stats:
That’s a staggering fact when you think of all the expense involved with getting the phone to ring and then lose 50% of the New Patient Calls!
The telephone is still one of the most powerful, most cost effective, marketing tools in your practice…bar none!
Verbal skills over the phone (and in person) dictate:
In the past, telephones had one line and NO hold button. That graduated to a telephone with 4 lines and a red hold button. You put the patient on hold and ran down the hall to deliver the message!
Today you have:
Think of all the expense, not to mention the time, involved with getting the phone to ring…only to loose the caller. Staggering fact: As many as 50% of New Patient calls are lost at the front desk due to poor telephone skills!
Verbal skills, over the phone or in person, dictate:
There isn’t an area in your practice that’s untouched by verbal skills and it all starts with that first telephone call.
We’ve all heard the saying ” You only get one chance to make a good first impression”. In real estate it is all about Location, Location, Location!
In Dentistry – it is all about Impressions, Impressions, Impressions! No, We are not talking Alganates or Rubber Base Impression here! We’re talking about Mental Impressions ….Your service, service, service!
Today’s patient is:
And more importantly, they have more choice about:
Positive verbal skills make sure it’s with your practice and NOT your competitors!
It’s also been shown the new caller will actually judge the quality of the Dr’s care, buy how well the phone is answered !