The ability to ask great questions is a skill and a gift you can learn very easily?

Would you agree?

Do I have your permission to ask you a few questions before you read this blog?

Thank you.

Do you ask enough questions?

Do you answer calls in your dental office and forget to ask questions?

or

Are you not asking enough questions?

And

Are you asking the right questions?

Do you know the purpose behind the questions you ask?

Yes, I know that was a lot of questions I just asked you!

The purpose behind every question you ask, is to find out something.

Once we find out more about the caller then you can offer them more and help them.

Otherwise you are left in the dark, guessing and hoping for the best.

When you schedule and confirm a New Patient Appointment you should have gone through a series of questions with the caller to uncover everything you need to know to best help them.

But once you have confirmed an appointment for particular treatment and care, there are still more questions to ask.

I want to share three of them with you.

1. “Do you have any questions or is there anything else the dentist should know before your appointment?”

The reason I always ask this question at the end of the call is because right at the start of the call you have been asking most of the questions while the caller answers. Now is the time to give your New Patient a chance to ask questions.

You want to make sure the caller is fully committed and ready for their appointment before asking if they have any questions.

This is why, the end of the call, is the best time for a New Patient to ask any questions.

Asking your New Patient if they have any of their own questions clears up any confusion or uncertainty they may have about the appointment for treatment and care.

Remember that an unsure patient can turn into a cancelled appointment very quickly, if you are not careful.

You want to sort out anything the New Patient is unsure about while they are on the phone call.

 

2. “Is there anyone else in your family I can make an appointment for?”

I can not tell you how many appointments I scheduled just by asking a New Patient this one question.

The worst thing the patient can say is, “NO THANK YOU”, and this is not so bad, is it?

If you or the New Patient are pushed for time at the end of the call, still ask the question, and if the patient says yes, then offer to schedule the appointment when they come in for their appointment.

 

3. “Would you like me to go over our location and parking?”

When I speak with teams, they are always baffled as to why you need to even ask this question, after all, the patient does have a phone and can work out where the practice is.

Yes, the patient can definitely look up the location and parking but asking this question is a gesture of care and good customer service. It is also a way to ensure the patient is not confused with another dental practice they don’t have an appointment with, or get lost on their way to their appointment.

These are just three of my favourite questions to ask at the end of a New Patient Call, of course there are a few more!