I am sure many of you have heard this:
It is not what you say it’s how you say it.
Yes, it is important HOW you speak to your patients but EQUALLY important, is WHAT you say to your patients.
It is what you say and how you say it!
Your Team communicates every day with your patients on the phone and in the practice. If your team knows what to say and how to say it, your practice will hum!
Knowing, knowing, knowing!
Action, action, action!!
Confidence, confidence, confidence!
Results, results, results!
This will now be the new mantra for Dental Phone Excellence and YOUR TEAM!
When you use your knowledge and put it into action, you develop confidence and WILL get RESULTS!
Right now I know you are ALL looking for a way to have an efficient and well-planned Appointment Schedule.
When your team know what to say and how to say it, this WILL happen.
COVID-19 has thrown every dental practice and nearly ALL businesses into a spin and unfortunately, many will not survive.
Your Appointment Book has been turned upside down. You have been experiencing quiet times with hardly any patients due to restrictions and now you are seeing a rush of patients and no available appointments to give them. It’s one extreme to the other!
It has never been MORE IMPORTANT for your team to be well rehearsed in what to say to your patients and how to say it.
If you get this wrong you could be damaging your businesses big time!
I see and hear dental teams getting caught up with the politeness of their job on the front desk, trying to help your patients and keep them happy, especially during the COVID Pandemic right now.
Teams are trying to do everything they can to help patients and losing control of the Appointment Book at the same time.
If you let the Appointment Schedule get out of control you will end up NOT being able to help your patients.
It is NOW time for your team to know what to say to patients and how to say it and still keep good control of the Appointment Schedule.
When your team are making and confirming appointments for your patients they need to know the right way to communicate with your patients.
Always avoid asking patients this:
- “Would you like to make an appointment?”
- “When would you like to come in for your appointment?”
- “Is 8:00am too early?”
- “I have 8:00am, 8:30am, 10:00am, 11.00am or 11:30am?”
- “When is a good time for you?”
- “Do you want to think about it and let me know?”
These questions are friendly and polite and often result in a very long phone call, confusion and no appointment being made.
Use precise and direct language when scheduling patient appointments:
- “Would you prefer morning or afternoon for your appointment?”
- “I have an appointment for you on……. at ……”
- “I can schedule that time for you.”
- “Let’s get you started. I have an appointment on ….. at …..”
Scheduling appointments and still keeping control of your Appointment Book can be tricky at times.
The patient wants a time that is available but not suitable to your Appointment Book.
It is best in this situation to place patients on your priority for an suitable earlier appointment time.
Your patient knows you will try your best to make the time they want but they also have another appointment time made and confirmed ready for treatment and care.
Your patient is happy and you have have stayed in control of your appointment book.
When YOUR TEAM know WHAT to say and HOW to say it, they WILL make ALL the difference!
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Call Tracking Excellence
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Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.
If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..