For a New Patient Enquiry call, you need to ALWAYS make sure the reason for that patient to keep their first appointment is greater after they finish the call than it was before they first called your office.
A New Patient Enquiry often calls for the following reasons…..
- They have a Dental Emergency
- They are concerned about something dental or
- They are not happy with their teeth or their smile.
The person calling on the phone always has a reason for calling your office.
That reason may be very urgent or it may not.
They often start the call with a question about what they need to know.
More than often it is the only question they can think to ask.
During the enquiry call, the caller’s initial concerns need to be increased to the point where there is urgency created, and an immediate need for them to make an appointment with your office before it is all too late.
And no other office will do….
The conversation should result in the caller being concerned that something bad, painful and possibly irreversible may happen if they do not come in to see your Dentist as soon as possible.
Without the building of concern and urgency the caller will end the call and doubt their need for Dental Treatment straight away, if at all.
This is when they often call back to cancel their appointment.
Answering their questions with other questions will create concern in their mind and will get the caller thinking.
You really only have one opportunity to help them. It is your duty to make an appointment for them during this first call.
Don’t blow it!
Have a list of great questions ready beside you to increase the caller’s concern and urgency.
You want to create doubt in the caller’s mind.
You want the caller to start to think about things they have not been thinking about. This will immediately create greater curiosity and concern in their mind.
As a result, the caller will have a greater desire to see the Dentist sooner.
They will have more questions they will want to ask.
The caller is now ready for the appointment and more likely to keep their appointment.
Most other Practices out there would not have asked the caller the right questions. Straight away the caller now believes you know more and are more likely to be able to help them.
This blog will feature simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental Phone Experiences, and ultimately, improving your practice profitability.
At present I have availability for three new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at jayne@theDPE.com