Dental Phone Excellence https://dentalphoneexcellence.com.au Phone Conversion Coach Tue, 27 Oct 2020 02:00:50 +0000 en-US hourly 1 https://wordpress.org/?v=5.2.7 153384605 The Five Senses Patient Experience https://dentalphoneexcellence.com.au/2020/10/the-five-senses-patient-experience/ https://dentalphoneexcellence.com.au/2020/10/the-five-senses-patient-experience/#respond Tue, 27 Oct 2020 02:00:50 +0000 https://dentalphoneexcellence.com.au/?p=3640 “I stepped out of the pouring city rain into the shop. Surprisingly, a glorious waft of coconut and sugar all mixed into one, hit me. The music was lay back, calming and classy. Michael, the owner of the Optometry Shop greeted me with a smile while my eyes flashed around the store, checking out the […]

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I stepped out of the pouring city rain into the shop. Surprisingly, a glorious waft of coconut and sugar all mixed into one, hit me. The music was lay back, calming and classy. Michael, the owner of the Optometry Shop greeted me with a smile while my eyes flashed around the store, checking out the amazing chocolate brown wood cabinetry with strategically placed designer glasses, not too many and not too few. A luxurious, plush emerald green chaise, immediately invited me to make myself comfortable while I waited.”

This was my wonderful and memorable Five Senses Experience I had at the Optometrist!

Do your patients have this type of experience when they step through the door of your Dental Practice?

Why not give your patients a 5 Senses Patient Experience.

Your senses influence how you feel and how you respond to the world.

Your senses can change how you feel and respond to the world.

It makes sense to tap into your patient’s Five Senses, to give them a memorable patient experience at every appointment.

Let’s look at how you can do this.

The sense of smell:

Your sense of smell creates a highly emotional response that will either attract or repel you. A pleasant aroma will always help your patients feel good.

Getting the aroma of your practice right is important and some get it wrong.

You never want the aroma of your practice to polarise people, so keep it subtle and do your homework.

Note the feedback from your patients. Find out what your patients like and don’t like.

I know when I entered the Optometry Shop, I immediately commented that I could smell coconut. Remember you can change the scent of your practice at any time. You can test out various aromas until you find the one that works well.

The typical and expected aroma we used to smell at a practice was oil of cloves. Whatever it is, you hear people say all Dental Practices smell the same, so why not create a point of difference and give your patients an olfactory experience they were not expecting and will remember.

Coffee can be a very pleasant aroma to have at your practice.

Look at a scented hand sanitiser to give patients a welcoming aroma.

I remember when we had a special evening presentation for our patients at the practice and we popped buttered popcorn. Every patient commented on the amazing smell when they entered the practice. It was all part of their experience that evening and very memorable.

The aroma you create at your practice can be part of your practice signature and your patients will connect the dots every time they smell something similar.

The sense of sight:

Your sense of sight can be heightened at your dental practice with appropriate colour and balance.

Look at what you have on the walls at your practice. Art-work that is harmonious to your décor and creates a sense of calmness is very desirable.

Avoid anything with too much visual movement and boldness that is disturbing. You want your patients to feel at ease and relaxed before their appointment.

Look at the signs you have at the front desk.

Do you need them?

I know right now all practices have specific COVID-19 signs to keep patients safe and well. Try turning your signage into a personalised thank you.

“Thank you for wearing your mask and helping us all keep safe.”

I love signs that thank patients for the action they are about to do!

Freshly cut flowers or a beautiful healthy green plant added to your patient lounge is visually inviting and is a lovely gesture to your patients and sends the message that your patients are important to you.

Your patients will notice dirty glass on windows and doors, so make sure all glass in the practice is wiped daily and shines for your patients.

The sense of touch:

Remember the emerald green velvet lounge. Why not invest in a luxurious corner chair with some touch appeal when patients make themselves comfortable in your patient lounge.

I know there are so many things you don’t want patients touching due to infection control, so this sensory patient experience is a tough one.

Ensure the antibacterial handwash you have available to your patients feels great on the hands after it dries.

Set the temperature in your dental practice so it is not too hot or cold. An overly cold or hot environment can affect the patient experience big time. We have all experienced extremes in temperature and know how much it can influence our decision making.

The last thing you want is your patient wanting to leave as soon as they arrive, especially when you are about to spend time discussing important treatment and care.

The sense of sound:

The sounds that patients associate with going to the dentist are often the suction and high-speed drill!

Investigate ways to reduce these scary sounds, especially while patients make themselves comfortable in the patient lounge.

Play some relaxing music that will sooth and relax your patients before their treatment and care.

I know dentists who go to the trouble of finding out what their patients favourite music is and have this music ready to play at their appointment. You may want to reconsider the heavy metal music choice.

Another sound to watch for is team members chatting to each other. I always say if you have time to chat to each other then you have time to chat with your patients. When patients are at the practice, they take priority. You never want your patients to feel ignored.

The sense of taste:

Many patients comment on the awful taste of things in their mouth when they visit the dentist. Look at ending your patient’s dental appointment, where possible, with a mouth freshener/wash that tastes amazing.

If you can right now give your patients the taste experience of an amazing cup of coffee or a refreshing tea on arrival at their appointment.

 

The list of sensory Patient Experiences goes on. I am sure you will think of many more.

Make a list of what you do now and keep adding to it.

Give your patients the 5 Senses Patient Experience they deserve.

ONE DAY ONLINE DENTAL PRACTICE MASTER CLASS: HOW TO EASILY RUN, MAINTAIN AND GROW THE ULTIMATE DENTAL PRACTICE IN 2021

In this online event, Dr David Moffet and Jayne Bandy share with you the exact processes they used to create a successful, sought-after dental practice in Sydney.
ONE DAY ONLINE DENTAL PRACTICE MASTERCLASS: http://bit.ly/adaywithJayneandDavid
HOW TO EASILY RUN, MAINTAIN AND GROW THE ULTIMATE DENTAL PRACTICE IN 2021
After seven months of “lockdown” and no public speaking, Jayne Bandy BEd and Dr. David Moffet BDS FPFA CSP are excited to be sharing what thy have been teaching their clients “virtually” during 2020, and the insights they have gained looking at those practices who maximised their situations during these COVID-19 times.
If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this unique workshop, right now:
With David Moffet and Jayne Bandy

Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.

 

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

****************

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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Excellent Phone Communication Must Include This. https://dentalphoneexcellence.com.au/2020/10/excellent-phone-communication-must-include-this/ https://dentalphoneexcellence.com.au/2020/10/excellent-phone-communication-must-include-this/#respond Mon, 19 Oct 2020 05:01:58 +0000 https://dentalphoneexcellence.com.au/?p=3637 When you answer the phone in a Dental Practice, you always want to be on top of your game with definite steps to follow. Knowing what to say to people on the phone is important. But what about how you sound on the phone? Yes, what you say and ask on every call is important […]

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When you answer the phone in a Dental Practice, you always want to be on top of your game with definite steps to follow.

Knowing what to say to people on the phone is important.

But what about how you sound on the phone?

Yes, what you say and ask on every call is important but how you sound is equally important.

What you sound like on the phone will influence the person on the other end.

Do you know what you sound like on the phone? Try listening to yourself and see what you think?

Do you sound polite? Do your sound professional? Do you sound friendly and helpful?

I recently had a call from a local business and the young woman who answered the phone sounded enthusiastic, happy and ready to help me.

We were off to a great start on our phone conversation.

I wanted to record her voice and use it as an example of how everyone who answers a phone should and can sound on the phone.

The way this woman sounded on the phone call had a direct influence on how she was communicating with me.

The way she sounded played a big part of how well she was communicating.

It was a pleasure to speak with her and such a contrast to the miserable, robotic and annoyed person I had spoken to earlier in the day.

It got me thinking about how important it is to have the right voice, tone and attitude on the phone.

This is part of what sets you apart from other businesses, like yours.

Too easy!

Well it should be.

But there are so many businesses that don’t get this.

They don’t check how their team answer phone calls, and they don’t ever hold their team accountable.

I continually speak about that very first impression you create on the first phone call.

How your team sound on the phone directly influences EVERY person who calls your office. You want to keep a close eye on this.

Imagine if the people you have chosen to represent your business are giving the WRONG first impression and you are losing business because of this.

You can not leave this to chance.

Make it a rule that you only choose people to be on your team, who have a great attitude, sound positive, happy, helpful and polite with your patients.

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ONE DAY ONLINE DENTAL PRACTICE MASTER CLASS: HOW TO EASILY RUN, MAINTAIN AND GROW THE ULTIMATE DENTAL PRACTICE IN 2021

In this online event, Dr David Moffet and Jayne Bandy share with you the exact processes they used to create a successful, sought-after dental practice in Sydney.
ONE DAY ONLINE DENTAL PRACTICE MASTERCLASS: http://bit.ly/adaywithJayneandDavid
HOW TO EASILY RUN, MAINTAIN AND GROW THE ULTIMATE DENTAL PRACTICE IN 2021
After seven months of “lockdown” and no public speaking, Jayne Bandy BEd and Dr. David Moffet BDS FPFA CSP are excited to be sharing what thy have been teaching their clients “virtually” during 2020, and the insights they have gained looking at those practices who maximised their situations during these COVID-19 times.
If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this unique workshop, right now:
With David Moffet and Jayne Bandy

Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.

 

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

****************

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…..

****************

The post Excellent Phone Communication Must Include This. appeared first on Dental Phone Excellence.

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Three Ways To Help You Stay On Time https://dentalphoneexcellence.com.au/2020/10/three-ways-to-help-you-stay-on-time/ https://dentalphoneexcellence.com.au/2020/10/three-ways-to-help-you-stay-on-time/#respond Mon, 12 Oct 2020 05:50:24 +0000 https://dentalphoneexcellence.com.au/?p=3634 Now is the time to stay on time. For many Dental Practices right now your patients who are arriving for their appointments are being asked to wait outside the practice or in their car before they can enter the practice. You all know the reason for this new and slightly strange procedure, is because you […]

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Now is the time to stay on time.

For many Dental Practices right now your patients who are arriving for their appointments are being asked to wait outside the practice or in their car before they can enter the practice.

You all know the reason for this new and slightly strange procedure, is because you are doing everything you can to keep your patients safe and your team safe.

Limiting the number of people in your practice and patient lounge is the new COVID norm and patients are following your directions very well.

Bravo to all your amazing compliant patients!

But you need to be very careful.

Right now you while your patients are waiting for you outside, you want to avoid keeping them waiting.

You patients are NOT waiting in your comfortable, cosy and inviting patient lounge sipping on a coffee, tea or a cool beverage, they are waiting in their car, waiting outside the door on the side of the road or undercover so they don’t get wet!

So please, please don’t keep your patients waiting!

Running on time and staying on time for your patient’s appointments for treatment and care has never been as important.

Your New Patients will remember at the best of times when you are running late but if they are standing outside in the cold, they are going to remember it for a long time and probably tell the story to their family and friends or worse, write an awful google review.

I am hearing patients calling dental practices and they are so understanding and flexible right now but you must never take advantage of their kindness.

When you keep a patient waiting you are showing disrespect for your patients.

So have you been guilty of running late for patients?

Also have a good look at your patients who are always running late for appointments, it might actually be happening because they are copying your behaviour of running late for their appointments.

Are you creating the problem in the first place?

Sorry to be so abrupt about this!

What causes you to run late for appointments?

One of the biggest causes is New Patients not turning up on time and then you run over time for their appointment and keep the next patient waiting. It now has a snowball affect on the rest of the day and every patient is kept waiting.

Another cause of running late for your patient’s appointment, is when Dentists, Hygienists and Oral Health Therapists are not given enough time in the Appointment Book to complete the dental treatment and care for their patients.

So how do you keep on time?

A great way to stay on time for appointments is to always sit down with your practitioners and check if the specified time in the Appointment Book to complete treatment and care, is enough time.

I am sure you would rather allow for a bit of extra time so no one is rushed or runs late. I know the team at the front desk who are in the firing line of the patient’s frustrations when they are kept waiting, would much prefer to do this to help their practitioners and patients.

Also keep a check on the appointment book. As soon as you see a patient is late then you need to act quickly and contact them. You then need to make a quick decision as to whether the dentist can still see them for their appointment.

Another way to avoid running late is to never squeeze in patients into non appointments that can eat into the time of other patients. This is unfair to the patient you have squeezed in as the dentist may feel rushed, the patient will feel rushed and it will affect the timing of every other patient for the rest of the day.

So here are three ways to help you keep on time for your patients.

Your patients will be happier and no one will be waiting for too long in their car!

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ONE DAY ONLINE DENTAL PRACTICE MASTER CLASS: HOW TO EASILY RUN, MAINTAIN AND GROW THE ULTIMATE DENTAL PRACTICE IN 2021

In this online event, Dr David Moffet and Jayne Bandy share with you the exact processes they used to create a successful, sought-after dental practice in Sydney.
ONE DAY ONLINE DENTAL PRACTICE MASTERCLASS: http://bit.ly/adaywithJayneandDavid
HOW TO EASILY RUN, MAINTAIN AND GROW THE ULTIMATE DENTAL PRACTICE IN 2021
After seven months of “lockdown” and no public speaking, Jayne Bandy BEd and Dr. David Moffet BDS FPFA CSP are excited to be sharing what thy have been teaching their clients “virtually” during 2020, and the insights they have gained looking at those practices who maximised their situations during these COVID-19 times.
If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this unique workshop, right now:
With David Moffet and Jayne Bandy

Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.

 

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

****************

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…..

****************

 

 

The post Three Ways To Help You Stay On Time appeared first on Dental Phone Excellence.

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What Should You Be Focused On Right Now? https://dentalphoneexcellence.com.au/2020/10/what-should-you-be-focused-on-right-now/ https://dentalphoneexcellence.com.au/2020/10/what-should-you-be-focused-on-right-now/#respond Mon, 05 Oct 2020 02:10:40 +0000 https://dentalphoneexcellence.com.au/?p=3632 What is important right now in your practice? 2020 has been a big year and now is the time to consolidate and take back control of the practice. The time to strike and take action is now. Look at where your business was at the start of 2020 and where it is right now. Did […]

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What is important right now in your practice?

2020 has been a big year and now is the time to consolidate and take back control of the practice.

The time to strike and take action is now.

Look at where your business was at the start of 2020 and where it is right now. Did you take a hit? I know most people have.

It’s time to set some goals.

Setting goals is the key to the success of your business and every individual working in your business.

Reaching practice goals is how you best help your patients.

I talk to teams all the time and it doesn’t take long to work out when they have no direction and are just going through the motions every day.

Setting goals gives you and your team a clear direction and something to aim for.

As the leader of your practice/business you must decide on your practice goals and communicate them clearly to your team.

Why not start by asking yourself what you want to achieve by the end of this year.

What a year it has been!

Restrictions are lifting and the level of dentistry you can do for your patients is now much better.

Now is the time to set those goals. Don’t overwhelm yourself with too many goals.

Start with small achievable goals that will make a big difference to your business.

Look at the people calling your practice right now.

Do you need more new patient callers?

Can you cope with more New Patients or do you need to focus right now, on your existing patients and getting them back in for treatment and care?

You decide what will give you the best short term results and set you up for long term benefits.

Does your team know what to say on the follow up calls to patients?

Are you measuring the results of these follow up calls to see if they are effective?

Or do you need to change what you are saying to improve the number of appointments being made?

There are so many questions you can ask yourself.

The good news is that there is a great opportunity right now to rebuild, maintain and grow your practice as long as you know how.

Reach out and get some great advice.

Get your team involved along the way.

Your team are the people who will make this happen so include them in decision making and get their feedback.

Your team have so much to offer when it comes to actually knowing what is happening.

So work out where you need to focus and get a plan happening today!

 

*************************************************

ONE DAY ONLINE DENTAL PRACTICE MASTER CLASS:

HOW TO EASILY RUN, MAINTAIN AND GROW THE ULTIMATE DENTAL PRACTICE IN 2021

With David Moffet and Jayne Bandy
In this online event, Dr David Moffet and Jayne Bandy share with you the exact processes they used to create a successful, sought-after dental practice in Sydney.
If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”…
then register for this unique workshop, right now:

Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.

 

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

****************

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…..

****************

 

The post What Should You Be Focused On Right Now? appeared first on Dental Phone Excellence.

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How To Get More Patients Making And Confirming Appointments https://dentalphoneexcellence.com.au/2020/09/what-are-you-saying-to-your-patients/ Sun, 27 Sep 2020 22:06:39 +0000 https://dentalphoneexcellence.com.au/?p=3623 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 […]

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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.

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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!

*************************************************

ONE DAY ONLINE DENTAL PRACTICE MASTERCLASS:

HOW TO EASILY RUN, MAINTAIN AND GROW THE ULTIMATE DENTAL PRACTICE IN 2021

With David Moffet and Jayne Bandy
In this online event, Dr David Moffet and Jayne Bandy share with you the exact processes they used to create a successful, sought-after dental practice in Sydney.
If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”…
then register for this unique workshop, right now:

Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.

 

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

****************

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…..

****************

The post How To Get More Patients Making And Confirming Appointments appeared first on Dental Phone Excellence.

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10 Important Facts Every Dentist Should Know https://dentalphoneexcellence.com.au/2020/09/10-important-facts-every-dentist-should-know/ https://dentalphoneexcellence.com.au/2020/09/10-important-facts-every-dentist-should-know/#comments Sun, 20 Sep 2020 23:26:33 +0000 https://dentalphoneexcellence.com.au/?p=3619 Fact #1: “Emergency Treatment is ten times more expensive as care.” said Dr Howard Farran from Dentaltown. Your patients may not know this. It is the same with so many things we neglect and stop paying attention to, we end up having to spend more money to fix it when it breaks. This is an […]

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Fact #1: “Emergency Treatment is ten times more expensive as care.” said Dr Howard Farran from Dentaltown.

Your patients may not know this.

It is the same with so many things we neglect and stop paying attention to, we end up having to spend more money to fix it when it breaks.

This is an important fact to share with your patients.

Fact #2: Getting patients to make and keep their Preventive Care Appointment is a big challenge in many Dental Practices.

Is this a problem in your practice?.

Fact #3: You are responsible to not only inform patients of the importance of preventive care but to be truthful about the consequences of no preventive care.

Are you creating the right urgency and concern for your patient’s preventive care appointments?

Or are you dancing around the truth of what happens to patients who neglect proper oral care?

I know it is important to go through the options for dental treatment with your patients but are you also going through the consequences of not having treatment, especially preventive care treatment.

Fact #4: Letting your patients know that having no preventive care will mean extensive and expensive treatment down the track is the truth.

So, what are the consequences of no preventive care, that you should be sharing with your patients?

  • Pain or discomfort
  • unsightly looking teeth
  • bad breath
  • other medical conditions
  • tooth loss
  • extensive and expensive dental treatment

Show your patients the images of what their teeth looked like before.

Fact #5: Patients easily forget the history of having to have emergency dental care that was “extensive and expensive” at the time.

It would be a great world if your patients took on the responsibility of preventive care themselves but alas, they do not.

Fact #6: You have a duty of care for your patients to offer them the very best care and treatment.

When you are discussing treatment on the phone and in the practice with your patient, you should never feel bad for suggesting the very best care.

Why would your patients want you to suggest dental treatment and care that is second best, inferior and not going to stand the test of time.

When you have an open and honest relationship with your patients you will not fear any treatment discussion you have with your patient and your patient will respect you for only offering the very best dental care.

Fact #7: Your patients trust you and you have a big influence on their decisions so help your patients make the right decision.

Make decisions with your patients.

Make it your mission this week to get more of your patients returning for preventive and continued care.

Let me know how you go.

After all you are only letting them know the truth warts and all!

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Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.

 

Click this link to find out how to get started. It’s that easy! http://www.calltrackingexcellence.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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https://dentalphoneexcellence.com.au/2020/09/10-important-facts-every-dentist-should-know/feed/ 2 3619
How Patients Say YES To Dental Treatment And Care https://dentalphoneexcellence.com.au/2020/09/how-patients-say-yes-to-dental-treatment-and-care/ Sun, 13 Sep 2020 12:06:46 +0000 https://dentalphoneexcellence.com.au/?p=3614 Why do your patients say NO to their necessary dental treatment? The problem might be that your patient did not understand the importance and urgency of their treatment. So why does this happen? The problem is very often a communication issue. You have not communicated to your patient effectively. The words you choose when explaining […]

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Why do your patients say NO to their necessary dental treatment?

The problem might be that your patient did not understand the importance and urgency of their treatment.

So why does this happen?

The problem is very often a communication issue.

You have not communicated to your patient effectively.

The words you choose when explaining treatment to patients is the difference between the patient saying “Yes” or “No”.

So choose your words carefully.

Always ask yourself:

Has my patient fully understood my message?

Have I asked my patient if they have any questions or is there anything they would like me to go over?

The one thing I see missing when team members communicate with patients, is checking that the patient has understood everything that has been discussed with them.

Don’t ever presume your patient understands the treatment and care you recommend.

You should always check with your patients first.

The best way to check for understanding is to ask your patient if they have any questions.

“Do you have any questions before we make your appointment to start your dental treatment and care for………?”

Patients can become embarrassed when they have not understood something and rather than ask you for clarification they may simply say “No” to treatment.

Give your patients an opportunity to ask questions during your conversation with them.

The questions your patients ask you will tell you what is important to them..

This will eliminate confusion and resistance to starting your patient’s dental treatment and care.

Always remember to keep your conversation with the patient simple and use language they will understand and can relate to.

Very often the patient becomes confused by dental clinical jargon that can easily be replaced with words the patient will understand.

When you discuss treatment with patients don’t fall into the trap of giving a lecture.

Include your patients in the conversation.

Ask questions and let patients have their say.

Your patients will be more likely to then say yes to dental treatment and care because they understand and now feel comfortable and ready to start.

You can see the way you communicate with your patients has a big influence on how you help your patients make the right decision and say YES to treatment and care.

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If your new patient numbers are down, or if you’ve “sensed” for a while that something’s just not working as well as it should be, as it relates to the phones… then Click here for a  copy of my Free Report, right now:
Download  your copy of my Free Report

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What Is Happening Next With Your Patients? https://dentalphoneexcellence.com.au/2020/09/what-is-happening-next-with-your-patients/ Sun, 06 Sep 2020 12:11:33 +0000 https://dentalphoneexcellence.com.au/?p=3611 When your patients come out to the front desk you presume they are ready to make their next appointment. The Dentist or dental assistant lets you know what the next step is with the patient’s treatment and care and you make an appointment for them. Easy and straight forward. It can be ongoing treatment from […]

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When your patients come out to the front desk you presume they are ready to make their next appointment.

The Dentist or dental assistant lets you know what the next step is with the patient’s treatment and care and you make an appointment for them.

Easy and straight forward.

It can be ongoing treatment from their treatment plan, it might be starting treatment they urgently need or it can be an important preventive care appointment.

Now it should all run smoothly and an appointment will be made.

building-relationships

But what often happens is this:

There is not enough people working on the front desk making appointments and answering phones.

While your patient is in front of you, ready and waiting to make an appointment the phone rings and you need to excuse yourself.

The patient waits patiently until you put the caller on hold or get their contact details to call them back.

Then the phone rings again.

Now unless there are enough people on the front desk then this can affect the patient making the appointment.

We know that making an appointment for a patient does take time, thought and care. Usually there is a transaction of payment for the appointment they have just had then there is a discussion about:

  • Timing of the next appointment
  • Answering questions the patient has about their next appointment.
  • Confirming the appointment day and time
  • Going over the fees
  • Discussing any special requests like payment plans
  • Discussing anything that might be stopping the patient from going ahead

So, there are a few steps to go through with your patient when they are making their next appointment.

It is worthwhile looking at how smooth this part of the appointment is.

If there are constant interruptions and you don’t have enough time to properly go through the steps for making the appointment, then it can mean the patient decides not to make their appointment or will call you later when you are not busy.

Recently I spoke to a Front Office team and they said that they miss out on making the patients’ next appointments because they are not able to spend the necessary time with the patient and go through the steps.

You want every patient to make their next appointment before they leave so make sure the front office are able to do this with minimal interruptions and can spend the time they need with the patient.

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If your new patient numbers are down, or if you’ve “sensed” for a while that something’s just not working as well as it should be, as it relates to the phones… then Click here for a  copy of my Free Report, right now:
Download  your copy of my Free Report

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The Best Medicine Right Now For Your Patients https://dentalphoneexcellence.com.au/2020/08/the-best-medicine-right-now-for-your-patients/ Sun, 30 Aug 2020 22:03:43 +0000 https://dentalphoneexcellence.com.au/?p=3609 I know we are living in very tense times and what is happening in our world is serious so it is time for us all to pay attention to how we are feeling, how we are responding to the world and what sort of coping mechanisms we are putting into place to keep our mental […]

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I know we are living in very tense times and what is happening in our world is serious so it is time for us all to pay attention to how we are feeling, how we are responding to the world and what sort of coping mechanisms we are putting into place to keep our mental health in check.

I believe one of the best and easiest ways to help ourselves right now is to laugh more.

It has been proven that more laughter in your day gives you a better quality of life!

I know finding something to laugh about is tough at the moment for all of us.

Research has shown that if you laugh everyday you are healthier, people love to be with you and you make people feel great!

Laughter is so important in our Dental Office with our team and our patients.

It’s okay to laugh right now even with COVID-19 controlling our lives and businesses.

By the way I am not talking about the Nitrous Oxide type of laughter!

Laughter is the number one way to make someone feel relaxed and comfortable.

When we laugh we release endorphins, which make us feel happy.

When I am presenting my workshops I get the best interaction and focus from my audience when there is laughter in the room.

Sure, you have to be careful to pick the time for laughter in your dental office, after all there are patients in your office who are in pain, are quite serious and deeply concerned.

Being able to laugh helps you to connect with your patients and be creative thinkers and problem solvers.

Working in a Dental Office can often be a place of stress and concern. Laughter helps cut through this and actually increases your productivity.

So if you don’t already laugh at work, you should think about starting.

Today is the day to lighten up and start laughing more.

Having a sense of humour at work will help your team be more motivated and enjoy being at work, and how important is that!

Laughter at work brings people together and your patients will see this.

I always say, a team that laughs together will stay together!

Next time you answer a phone call at your Dental Office smile, look for an opportunity to laugh and connect with the caller. Your patients are more likely to feel at ease and open up to you.

A good laugh breaks down the barriers and brings you in closer to the person you are talking with.

Breaking down barriers with patients is something that we work on everyday, why not bring laughter into the equation.

Inject some laughter into your day and see what happens!

Yes, that was me trying to make you laugh!

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If your new patient numbers are down, or if you’ve “sensed” for a while that something’s just not working as well as it should be, as it relates to the phones… then Click here for a  copy of my Free Report, right now:
Download  your copy of my Free Report

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How To Look After Your Biggest Investment https://dentalphoneexcellence.com.au/2020/08/how-to-look-after-your-biggest-investment/ Sun, 23 Aug 2020 21:54:16 +0000 https://dentalphoneexcellence.com.au/?p=3607 Does is seem like your team are just not getting their job done and under-performing? Are they doing something completely different to what you want them to do? Have you ever listened to your team when they answer the phone and speak to patients and they just don’t sound right? The reason this is happening […]

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Does is seem like your team are just not getting their job done and under-performing?

Are they doing something completely different to what you want them to do?

Have you ever listened to your team when they answer the phone and speak to patients and they just don’t sound right?

The reason this is happening in your Dental Office is because your team don’t know what you expect and have never been shown what to do.

It is so important right from the start that your team are clear about their role at the practice, what you expect and the steps to follow.

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Jumping to the conclusion that your team are lazy and incompetent is often what happens and people with great potential leave.

I believe there are four main reasons why front office teams fail to perform well.

1. They have NO Job Description

A job description clearly states what the team’s daily tasks are and the role that each person has in the functioning of your business. If YOUR team have no job descriptions, they don’t know what they are doing and only know bits and pieces of their job.

2. They have had NO Training

Proper training is essential for the whole team. You want to make sure your team know how to do their job properly and meet your expectations.

Very often Dentists believe in hiring people with previous experience. Previous experience can be great but it is not always lined up with how you want to run your Dental business.

I also see Dentists who rely heavily on existing team members to train new people even though the existing team barely know their own jobs due to a lack of training.

I went into the business of training teams because I experienced first hand the frustrations team members have when they have not been trained and I know how this has a negative effect on your business and keeping staff.

3. Your team has NO Support

Your team need a go-to person at work to advice and guide them, especially when they first start. Having support helps people keep on track and provides reassurance and accountability for them. No one wants team members making things up as they go.

4. You have The Wrong Team

When you are clear about your expectations, your team are trained and you offer great support, a team member can still struggle with their job. There is a time when a person you hire is just not suitable for the job. The match is wrong. This is why it is so important to monitor and check on team members at the practice all the time.

Have a good look at your team today.

Decide if you have the right team and they are competent at their job.

It’s time to ask yourself the following questions:

Are you offering correct training?

Do you have a clear job description for your team to follow?

and

Are you offering your team enough support?

You know your team are there to help you grow your business and help your patients.

Your team are your biggest investment and asset so do everything you can to nurture them.

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If your new patient numbers are down, or if you’ve “sensed” for a while that something’s just not working as well as it should be, as it relates to the phones… then Click here for a  copy of my Free Report, right now:
Download  your copy of my Free Report

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