In August 2016 I saw something in the window of a Dental Practice that did concern me. It made me think of the WRONG messages we unintentionally send our patients every day.

BTW this Dental Practice is now CLOSED.

Dental Phone Excellence BLOG 14th August 2016:

Someone needs to let this Dental Practice know that this sign in their shop front window is WRONG!

How confusing for existing patients who may be dropping in or arriving early for their appointment or a New Patient walking past.

We often say or do things in our Dental Practice that patients see and hear differently.

I took a photo of this sign as I walked past it the other day. I thought at first, I was seeing things.

On one hand the sign said the Dental Office was open and it read, “come in”, but the door was locked.

Of course, I pushed the door to check this immediately.

I looked inside and no one was to be seen.

The time was 1.10pm. The sign showed they would be returning at 2pm.

Maybe they were all at lunch!

Surely someone should be there to greet patients and welcome them to the practice.

No one was answering the phones either!!

Statistically, the time most people call a Dental Office is in their lunch break usually between the hours of 12:00pm to 2:00pm.

I know this from looking at the calls I track coming into dental practices and this is the hot time for callers!

Lunch time is the time that work out to be the most convenient for most people.

Closing your doors with no one in sight just does not make sense.

This is a serious missed opportunity in a business.

Lunchtime is one of the most important and productive times to be available to answer calls, convert calls and make appointments.

This sign also gave me the following messages:

• We are closed and we DO NOT CARE about you
• WE ARE AT LUNCH and that is more important than making an appointment for you.
• You can CALL BACK LATER or try another Dental Office.
• We DO NOT CARE that you have a break from work and want to make an appointment.
• We do not need your business, GO SOMEWHERE ELSE!
• Come back or CALL BACK LATER.
• We DO NOT HAVE ENOUGH STAFF to be able to make appointments for you during lunch.

I should have called the Dental Office to see what the message on the phone was. Maybe it was “Call back later we are all at lunch.”

If you want to stay in business and show respect to the patients you are helping, be available 24/7 or as much as possible. Working hours is just a given.

This sign is really the kiss of death.

I even thought maybe the owner of the practice has no idea this sign is going up.

Then I thought about the solutions to the problem they may be facing that has lead them to believe this sign is ok.

• Everyone at work does need a lunch break, so stagger lunches so there is always someone to greet a potential patient walking in off the street and also to be there to answer the phone.
• Hire another person if there is only one person. You can’t run a practice with one dentists and a DA/Receptionist doing two jobs.
• Always, always have a person on the Front Desk answering calls.
• Never have a message bank to answer calls. Work out a way to answer all calls.

My conclusion is that the Practice down the road must be loving all the extra business and how busy their phones are at lunchtime!

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T H E  D E N T A L  P H O N E  E X C E L L E N C E  O N L I N E  M A S T E R  C L A S S  I S  H E R E !

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I LISTENED TO YOU and finally my Master Class is here ONLINE just for YOU!

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It’s time to say GOODBYE to New Patients calling your office and NO APPOINTMENT ever being made, people calling your office about the price and never making an appointment and your patients continually calling to cancel their appointment!

There are 7 Learning Modules in this Master Class

•         Module 1: How to Effectively Communicate with Your Patients

•         Module 2: The 8 Steps to the New Patient Call

•         Module 3: How to Answer the Questions Callers Ask

•         Module 4: Correct and Easy Appointment Scheduling

•         Module 5: How to Prevent and Handle Cancellations

•         Module 6: How to Follow Up Your Patients

•         Module 7: Giving the Very Best Patient Experience

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There are a total of 42 Learning Videos and my Checklists, Templates, Scripts and Flowcharts to help support your team’s learning.

This program has been designed to teach dental teams how to communicate more effectively with their patients and get better results.

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To secure you LIFETIME access to my Master Class click the link below. It is that fast and easy to get!

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I look forward to seeing you all get the RESULTS you deserve and MORE!

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Call Tracking Excellence

Click this link to find out how to get started. It’s that easy! http://www.calltrackingexcellence.com/

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If you want to know about the Dental Phone Excellence System I developed over many years working in my own Dental Practice and the same System I now share with many Dental Teams, then give me a call or send me a quick email.

The teams I have worked with all say how much easier it is using the Dental Phone Excellence System, when they answer calls and how many more kept appointments they make and confirm for their patients.

1300 378 044 or jayne@thedpe.com.

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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…..

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