While you are out and about, sitting in a doctor’s surgery, at the Chiropractor or Physiotherapist, start listening to the calls coming into their office.
Listen to how the phones are being answered.
Listen to the tone on the call and the questions being asked.
It’s OK, I give you permission to do this. It is just a bit of eaves dropping for educational purposes. Your education.
You will learn so much.
You will actually be quite shocked at what you hear on many of the calls.
This is just a sad fact that most calls that are answered in a business are poorly handled.
Teams lack communication skills on the phone, have no true purpose when they answer calls and most of the time are not driven by a result at the end of each call.
Listen and Learn
When I am sitting in an office, I learn so much about what NOT to say when you answer the phone, and you will as well.
From my personal experience collecting data over the years, I have noticed that most people answering calls in an office are NOT asking the caller for their name right at the start of the call.
Why would you not want to know who is on the call straight away, right at the beginning of the call and the conversation you are about to have?
You can find out the caller’s name at the end of the call just before making them an appointment but the chances of connecting with the caller and making an appointment are greatly increased by asking for the caller’s name straight away.
Knowing the caller’s name will now help you on the call.
Say the caller’s name back
Everyone loves to hear their name.
As soon as you find out the caller’s name, say their name back as soon as you can.
You will make a better connection with the caller and they will be much more likely to listen and follow your directions and suggestions on the call.
This means you are in control of the call and be able to help the caller and make them an appointment.
All of this just by finding out the caller’s name straight away and saying their name back.
See how easy this is!!!
Yesterday I called a restaurant to make a quick lunch booking and of I left my name and contact details on their voice message. A few minutes later the restaurant manager called me back to make the booking. He knew my name from my message and during our call he said my name a number of times.
I felt immediately connected.
Asking Questions
Asking a question is easier when you can say the persons name as you ask the question.
“John would you prefer morning or afternoon?” “John let’s make that appointment for you. How does that sound?”
People immediately pay attention and are much more likely to follow your directions.
Have you heard this before?
“Remember that a person’s name is to that person the sweetest and most important sound in any language”- Dale Carnegie.
I know this is basic, but it is the simple things we say on the phone that make the biggest difference.
Keep practicing this every day.
Ask your wait staff for their name as soon as you sit at your table.
Say their name back during the service. Watch what a difference it makes in the type of service you receive. I do this all the time.
It works!
The power of a name, don’t EVER underestimate it!
***************
What exactly is going on, on your Dental Practice Phones?
Call Tracking Excellence is a RESULT, not a product.
Call Tracking Excellence is More Patients MAKING appointments.
Call Tracking Excellence is More Patients KEEPING appointments.
If you are interested in my Call Tracking Service or have any questions please call 1300 378 044 or email jayne@thedpe.com. Stop missing out on making appointments.
www.calltrackingexcellence.com
******************
MASTER CLASS TOUR 2019
How To Turn Every Dental Phone Call Into A Valued and Kept Appointment- “Dental Phone Excellence is a simple to implement complete Phone Answering system that works.
Canberra Master Class- Friday 3rd May 2019.
Click here on this link to register.
Brisbane Master Class- Friday 10th May 2019
Click here on this link to register.
Perth Master Class– Friday 21st June 2019
Click here on this link to register.
Auckland Master Class- Saturday 29th June 2019
Click here on this link to register.
Hobart Master Class- Friday 12th July 2019
Click here on this link to register.
****************************************
Linda Miles is coming to Australia in August.
Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand.
BOOK your tickets today!
http://www.exceptionaldentalseminars.com/LindaMiles2019
**************************************************
Dental Phone Excellence Webinars
“The FIVE KEY SECRETS You Need To Know To Guarantee SUCCESS For Your Dental Practice Into 2019 And Beyond……”
Link coming soon!
With Jayne Bandy and Dr. David Moffet
Wednesday 12th June 2019
8:00pm EST
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…..
*****
