Dental Phone Excellence https://dentalphoneexcellence.com.au Phone Conversion Coach Tue, 21 May 2019 13:38:56 +0000 en-US hourly 1 https://wordpress.org/?v=5.1.1 153384605 The Brutal Truth About Dentistry Is…….. https://dentalphoneexcellence.com.au/2019/05/2941/ https://dentalphoneexcellence.com.au/2019/05/2941/#respond Sun, 19 May 2019 22:48:21 +0000 https://dentalphoneexcellence.com.au/?p=2941 What an amazing weekend on the Gold Coast at The Dentistry By Women Forum 2019. Women from all over Australia joined together to share their stories, skills and practice growth with each other. The theme for the day was definitely about the journey we are all on in dentistry. Some women were business owners just […]

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What an amazing weekend on the Gold Coast at The Dentistry By Women Forum 2019.

Women from all over Australia joined together to share their stories, skills and practice growth with each other.

The theme for the day was definitely about the journey we are all on in dentistry.

Some women were business owners just starting, business owners just thriving, business owners wanting to take their practice further, associate dentists supporting other practice owners and many team members supporting their dentists.

A very diverse group of dental professionals, all looking to be better.

After talking to many of these women on the day, I realised that they are very hungry to learn how to be better communicators with their patients.

So many Dental Professionals are looking for the answer to this question:

“How can I be a better communicator with my patients, so they understand the importance of the dental treatment and care they need to go ahead with?”

If you can’t communicate with your patients to help them go ahead with treatment, then it doesn’t matter:

  • how good a dentist you are.
  • how good your clinical skills are.
  • how good your surgery looks.
  • how great your dental equipment is.

The brutal truth is, without a patient with an appointment, in your dental chair saying yes to treatment, you have nothing!

I see patient communication skills as the hero ingredient in your cake.

Without this ingredient, your cake will not cook!

 Are you born with the ability to communicate well or can communication skills be learned?

Being a highly effective communicator can definitely be learned.

I know there are those people you meet that seem to communicate with people so easily. But these people have learned the art of communication over time and improved over time.

So where do you start?

What are the first steps to being, an amazing communicator with your patients?

I always advice people to start at the beginning.

The beginning to learning any skills is:

Where are you right now and where do you want to be?

Build on the communication skills you have right now. The communication skills that are working well when you talk to your patients.

Now look closely at what is not working or what is missing when you speak with your patients.

If you are struggling for patients to say yes to treatment, then you know there is a fall-down in your treatment room when you are having the treatment conversation with your patient.

If you are struggling to make appointments, then you know there is a fail in the front office phone communication skills.

If patients are cancelling appointments, then you know the front office team need to know exactly what to say to handle these cancellation skills and the whole team need to work on patient communication.

You need the communication skills that help prevent patients from cancelling and be more committed to their appointments and treatment.

Once you know the communication you need to fix, the rest is quite easy.

But like most things, once you fix a communication problem you need to be consistently on top of it at all times.

So today start by looking at the communication skills you and your team already have a where you need to be better and get better.

***

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 387 044 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 ClassFriday 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

Register for our WEBINAR now!

“The FIVE KEY SECRETS You Need To Know To Guarantee SUCCESS For Your Dental Practice Into 2019 And Beyond……”

 Looking to improve your dental practice in 2019?
 
You don’t want to miss this FREE Webinar:
 
“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
TBA
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…..

*****

The post The Brutal Truth About Dentistry Is…….. appeared first on Dental Phone Excellence.

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Your Cancellation Policy Is Driving Patients Away https://dentalphoneexcellence.com.au/2019/05/your-cancellation-policy-is-driving-patients-away/ https://dentalphoneexcellence.com.au/2019/05/your-cancellation-policy-is-driving-patients-away/#respond Mon, 13 May 2019 00:33:24 +0000 https://dentalphoneexcellence.com.au/?p=2933 Have you ever thought about the hidden messages you send to your patients? I am talking about the WRONG hidden messages. I know your intention is NEVER to do the wrong thing by your patients, but it is happening more than you realise. One of these wrong messages is the message you give by having […]

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Have you ever thought about the hidden messages you send to your patients?

I am talking about the WRONG hidden messages.

I know your intention is NEVER to do the wrong thing by your patients, but it is happening more than you realise.

One of these wrong messages is the message you give by having a Cancellation Policy.

The Cancellation Policy that you share with both your new and existing patients.

The Cancellation Policy that more than often offends many people and pushes potential patients away.

Sadly, you believe you are doing the right thing by filtering out those pesky patients that cancel all the time.

Cancelling an appointment is a negative action that affects the patient’s oral care, other patient’s appointments and your appointment scheduling.

Now this is the scary part:

Outlining the Cancellation Policy to a New Patient when they make an appointment, is indirectly telling your patient that you believe they are going to cancel their appointments.

What if they were never going to cancel or change any of their appointments because they understand the importance of keeping them?

Your Practice Cancellation Policy should be what you give your team, not your patients.

If your team know how to correctly set up and make appointments so that patients are fully committed and ready, then the likelihood of any cancellations is very close to zero.

If your team know how to handle cancellation calls correctly, if and when they do happen, the cancellations will be reduced dramatically.

Try calling the “Cancellation Policy” your Cancellation Team Guidelines”.

The Cancellation Team Guidelines are created and followed by the team for the patients rather than followed by the patients for the team.

Your mission is to prevent and handle any cancellations.

Keep in mind that most patients do keep their appointments and only a few will cancel.

Once your team are highly skilled at preventing cancellations and know how to handle the cancellation calls, you will soon realise how unnecessary and insulting a cancellation policy is to your patients.

Start the relationship with a New Patient in a positive way.

Presume a New Patient is about to make an appointment, be fully committed to their appointment, keep their appointment and make their next appointment, and they will.

So instead of focusing on educating your patients on your cancellation policy, educate your team on how to prevent patients cancelling, how to set up the appointment correctly when they make it with the patient, educate the patients to see the urgency and importance of their treatment so they are committed and ready for the appointment.

***

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 387 044 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 ClassFriday 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

Register for our WEBINAR now!

“The FIVE KEY SECRETS You Need To Know To Guarantee SUCCESS For Your Dental Practice Into 2019 And Beyond……”

 Looking to improve your dental practice in 2019?
 
You don’t want to miss this FREE Webinar:
 
“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 15th May 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…..

*****

 

The post Your Cancellation Policy Is Driving Patients Away appeared first on Dental Phone Excellence.

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The Magic Ingredient For Your Dental Office https://dentalphoneexcellence.com.au/2019/05/the-magic-ingredient-for-your-dental-office-2/ https://dentalphoneexcellence.com.au/2019/05/the-magic-ingredient-for-your-dental-office-2/#respond Sun, 05 May 2019 23:38:26 +0000 https://dentalphoneexcellence.com.au/?p=2931 Laughter is the magic ingredient for a great life! Research has shown that if you do this 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 might seem like the wrong place to […]

The post The Magic Ingredient For Your Dental Office appeared first on Dental Phone Excellence.

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Laughter is the magic ingredient for a great life!

Research has shown that if you do this 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 might seem like the wrong place to laugh when you are in a dental office, but it’s actually not.

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

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 even concerned.

Being able to laugh helps us to connect with our 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.

Laughter often comes after we lighten up a bit.

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

Laughter at work brings people together.

Patients love to see a team that respects and cares about each other.

Next time you answer a phone call at your Dental Office smile and look for an opportunity to laugh and connect with the caller.

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 inject some laughter into your day and see what happens!

OK that was funny!!!!!

***

If you are interested in my Call Tracking Service or have any questions please call 1300 387 044 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 ClassFriday 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

Register for our WEBINAR now!

“The FIVE KEY SECRETS You Need To Know To Guarantee SUCCESS For Your Dental Practice Into 2019 And Beyond……”

 Looking to improve your dental practice in 2019?
 
You don’t want to miss this FREE Webinar:
 
“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 15th May 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…..

*****

 

The post The Magic Ingredient For Your Dental Office appeared first on Dental Phone Excellence.

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You Only Get One Chance At This. https://dentalphoneexcellence.com.au/2019/04/you-only-get-one-chance-at-this/ https://dentalphoneexcellence.com.au/2019/04/you-only-get-one-chance-at-this/#respond Sun, 28 Apr 2019 21:59:08 +0000 https://dentalphoneexcellence.com.au/?p=2902 When you answer the phone in a Dental Office you are the first person to person point of contact. Yes your marketing is the first point of contact. Marketing attracts potential patients to choose you and make contact with you. But for most callers to your dental office, they have not quite made their mind […]

The post You Only Get One Chance At This. appeared first on Dental Phone Excellence.

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When you answer the phone in a Dental Office you are the first person to person point of contact.

Yes your marketing is the first point of contact.

Marketing attracts potential patients to choose you and make contact with you.

But for most callers to your dental office, they have not quite made their mind up if they are ready to make an appointment.

Marketing ATTRACTS people but the real CONVERSION is done over the phone in person.

This is why it is so important to have the right people answering phones in your business.

If you choose the wrong people you will end up with many callers just calling and not making an appointment.

Worse still, that caller rings another dental office who does have the right people answering their phones, and makes an appointment.

You missed the opportunity to make the appointment and gave the opportunity to another dental office.

Ouch!!!

Now there is one more problem with this scenario or let me say reality for many dental offices, you may not even know this is happening.

Your team, not being able to convert calls into appointments, is often going on right under your nose.

So why does this happen?

What is your team not doing when they answer the calls.

Whenever a call comes into your office your team should have a system they follow.

A system of New Patient questions they are asked and steps that are following on each call.

This system should be the same for each call along with the personalisation needed, to build rapport and trust with your caller.

This is the time when that first impression is made between your practice and the caller.

The person you choose to answer your phones for your business, is the person who is going to create this first impression.

The person answering your phones will be listened to and judged.

At this point of contact, the caller is creating an opinion based only on the person answering the call.

Are you now seeing the importance of choosing the right people to answer your phones?

The caller will have questions to ask and will be deciding if they are going to go ahead and make an appointment.

The person answering the calls is in control of helping the caller decide whether they are going to go ahead and make the appointment.

Once the caller has decided they have called the right office based on how the first call is handled, only then will they decide to make the appointment.

Once the appointment is made then something else happens that many of us forget.

The caller makes the appointment but now we need to ensure the caller is fully committed to attending the appointment and will not cancel the appointment.

This is now when the lasting impression is important.

What you say at the end of the call can make a big big difference to whether or not the caller turns up for the appointment they have made.

Make sure the people answering the phones know this.

Your team are responsible and accountable for that First impression as well as the lasting impression right up until they arrive for the appointment.

Only when you have the right people, who get the importance of their role when they answer calls, will you get the results you want.

You will then see more calls being converted to appointments.

If you want to learn more about my System of Patient Communication, How To Turn More Calls Into Appointments, then go to the link below and book your place in my Master Class in a city near you.

Once you start using my system you will get results and imagine your results when you follow this system every single day!

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

If you are interested in my Call Tracking Service or have any questions please call 1300 387 044 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 ClassFriday 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

Register for our WEBINAR now!

“The FIVE KEY SECRETS You Need To Know To Guarantee SUCCESS For Your Dental Practice Into 2019 And Beyond……”

 Looking to improve your dental practice in 2019?
 
You don’t want to miss this FREE Webinar:
 
“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 15th May 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…..

*****

 

 

The post You Only Get One Chance At This. appeared first on Dental Phone Excellence.

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A Secret To Communicating With Your Patient https://dentalphoneexcellence.com.au/2019/04/a-secret-to-communicating-with-your-patient/ Sun, 21 Apr 2019 21:38:17 +0000 https://dentalphoneexcellence.com.au/?p=2919 What is effective communication? This is my definition: It’s the transfer of PURPOSEFUL thoughts and ideas to another person that are fully UNDERSTOOD. Does that make sense? Every day and all day in your dental offices you are communicating with your patients, with your team and with vital people outside the practice that help you […]

The post A Secret To Communicating With Your Patient appeared first on Dental Phone Excellence.

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What is effective communication?

This is my definition:

It’s the transfer of PURPOSEFUL thoughts and ideas to another person that are fully UNDERSTOOD.

Does that make sense?

Every day and all day in your dental offices you are communicating with your patients, with your team and with vital people outside the practice that help you function efficiently.

You communicate face to face, on the phone, online and offline in writing.

You communicate when you:

  • market to prospective patients so they see you as the dental practice that is a great match for them.
  • are face to face with your patient when they arrive at the practice.
  • answer calls coming into your practice.
  • take your patient to and from the treatment room.
  • are treating a patient.
  • are having a conversation about recommended treatment.
  • make the next appointment for your patient.

You can see there is so much communication happening during the day at your practice and what a big part it plays in the actual dental treatment you offer.

The two most important parts of communication is to ensure you are understood and you have a purpose as to what and why you are communicating.

There is really no point communicating if you have no purpose and you are not understood.

With so much communication it is very easy to lose to lose sight of your purpose.

Why you are communicating with your patient in the first place and are they fully understanding you.

So how can you make sure you are communicating effectively?

Let’s look at face to face communication. What works and what doesn’t work well.

Face to face communication with your patient is when a patient is right there in front of you. Sorry for stating the obvious.

When two people are communicating face to face make sure you are facing them. This means remove anything in front of you.

Now I know when a patient arrives at your practice your team are often sitting at their desk. Well this is the time to stand up and walk towards your patient to greet them face to face with no desk in between you.

This one thing you do when your New Patient arrives for the very first time at your practice, will make a lasting impression. You now send a message that the person in front of you is important. Important enough to greet properly.

When people arrive your home you don’t stay seated at your dining table, you are expecting them and you go to the door to greet them properly and welcome them to your home.

The same should be happening at your practice.

Look I know it can have its challenges when you are with a patient or on the phone at the front office so be creative and make the effort.

Having a barrier between you and the person you are communicating with is not a good idea. You want to open yourself to the person in front of you and not be hiding behind anything.

When you communicate with patients you are always trying to remove those obstacles that can get in the way of their decision making, so start by removing the physical objects, it does help!

The same when you are in the treatment room with a patient about to have a treatment conversation with a patient, turn face to face with your patient with no desk and no equipment in the way.

If you are a treatment coordinator I would recommend positioning the chairs so they are more to the side of the table rather than talking to your patient from behind a desk.

When your patient leaves the practice after their appointment make sure you stand up again and say farewell by their side not at your desk sitting down.

Now only do this if you want to be the dental practice that makes a difference and really communicates effectively with your patients.

If you want to be like all the other dental practices and not be effectively communicating with your patients then just stay sitting down.

If you haven’t been doing this with your patients, then start today. Your patients will notice the change in how you communicate with them and be much more responsive!

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

If you are interested in my Call Tracking Service or have any questions please call 1300 387 044 or email jayne@thedpe.com. Stop missing out on making appointments.

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 ClassFriday 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

Register for our WEBINAR now!

“The FIVE KEY SECRETS You Need To Know To Guarantee SUCCESS For Your Dental Practice Into 2019 And Beyond……”

 Looking to improve your dental practice in 2019?
 
You don’t want to miss this FREE Webinar:
 
“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 15th May 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…..

*****

 

 

The post A Secret To Communicating With Your Patient appeared first on Dental Phone Excellence.

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2919
Everyone In Your Team Needs This Skill https://dentalphoneexcellence.com.au/2019/04/everyone-in-your-team-needs-this-skill/ Sun, 14 Apr 2019 23:25:24 +0000 https://dentalphoneexcellence.com.au/?p=2900 There is so much focus on training Dentists on how to get patients to say yes to treatment. My concern is, what happens next in the Dental Office? So often when a patient says yes to treatment, they leave the practice saying no to the front office team. Now I wouldn’t want to tell you […]

The post Everyone In Your Team Needs This Skill appeared first on Dental Phone Excellence.

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There is so much focus on training Dentists on how to get patients to say yes to treatment.

My concern is, what happens next in the Dental Office?

So often when a patient says yes to treatment, they leave the practice saying no to the front office team.

Yes No

Now I wouldn’t want to tell you that it is not important for the Dentist to be trained so they can effectively communicate with their patients.

But it just doesn’t make sense that the Dentist is the only one in the team that is trained to help patients say yes to treatment.

Have a really good think about who your patients see just before they leave your dental office.

The last person your patient speaks to is your “Front Office Team”.

You might be happy to continue working with a team who have not really been properly trained, but are your patients then going ahead and making appointments?

What if your front office team are not trained and all your effort to help the patient in the surgery during and after their appointment is undone in minutes by the Front Office Team.

The scary part is that even if your patient goes ahead with their treatment and makes their appointment/s, who do they speak to next?

Yes, your Front Office Team again.

Are you thinking about how well, your team is trained and how they communicate with your patients?

Are you now seeing how equally important it is to have both well trained dentists and well trained front office people when it comes to communicating with your patients?

I have worked in practices where I see the disappointed and rather annoyed look on the dentists’ faces when their patient, who just said “Yes” to treatment, goes out the front and then leaves the office with no appointment. The Front Office then tells the Dentist that the patient wanted to think about it.

Is the solution for the Dentist to make the patients’ appointments as well as treat them?

You need to train your team to help patients say yes to treatment and maintain their urgency, concern and the importance of their ongoing treatment.

Gone are the days when our Front Office Teams only had to smile, be polite and tidy.

We now expect so much more from our front office team, yet a lot of offices continue to not provide proper training.

We want our front office teams to be confident communicators, who have a responsible role in the practice and are accountable for their effort.

All this but with no training.

If you are wondering why your patients are pulling out of treatment and not getting started, you need to have a close look at how well trained your team is.

There is no point in only having a trained Dentist; your whole team needs training in communication and the skills of persuasion.

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

If you are interested in my Call Tracking Service or have any questions please call 1300 387 044 or email jayne@thedpe.com. Stop missing out on making appointments.

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 ClassFriday 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

Register for our WEBINAR now!

“The FIVE KEY SECRETS You Need To Know To Guarantee SUCCESS For Your Dental Practice Into 2019 And Beyond……”

 Looking to improve your dental practice in 2019?
 
You don’t want to miss this FREE Webinar:
 
“The FIVE KEY SECRETS you need to know to guarantee SUCCESS for your dental practice into 2019 and beyond…”

https://ultimatepatientexperience.lpages.co/aest-17th-april-2019-webinar-registration/

With Jayne Bandy and Dr. David Moffet
Wednesday 17th April 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…..

*****

The post Everyone In Your Team Needs This Skill appeared first on Dental Phone Excellence.

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Treatment Acceptance STARTS On The Phone https://dentalphoneexcellence.com.au/2019/04/case-acceptance-starts-on-the-phone/ Sun, 07 Apr 2019 22:47:18 +0000 https://dentalphoneexcellence.com.au/?p=2863 Most of the time when the Phone rings at the Dental Office, the caller has a Dental Issue they are concerned about. With the correct sequence of questions and information, the patient will begin their Treatment Acceptance while they make their appointment. I believe that Treatment Acceptance happens in three parts with the New Patient: […]

The post Treatment Acceptance STARTS On The Phone appeared first on Dental Phone Excellence.

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Most of the time when the Phone rings at the Dental Office, the caller has a Dental Issue they are concerned about.

With the correct sequence of questions and information, the patient will begin their Treatment Acceptance while they make their appointment.

I believe that Treatment Acceptance happens in three parts with the New Patient:

1. Initially on the Phone.

2. In the Dental Chair with the Dentist.

3. During the Handover when the Appointment is made, right up until when the Patient arrives back at the Dental Office to start their treatment.

Follow these steps to ensure Case Acceptance begins on the phone:

• Find out what the caller is concerned about and why.

• Ask questions to build concern.

• Create urgency by letting the caller know what will happen with no treatment.

• Wait and let the caller ask what type of Appointment they need.

• Give a brief outline of the Appointment and what they can expect.

Always remember that the New Patient or Existing Patient have never fully accepted their treatment until it is started. I often see everyone in the Dental Office become excited for the patient when they leave with all their Appointments booked to start and then somehow it just never gets started.

When you make an appointment, you need to ensure that the caller is ready to start treatment and is fully committed to their Appointment.

The person answering your phones has the responsibility to ensure Patients have made the right appointment, keep that appointment, and arrive at their Appointment ready!

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

If you are interested in my Call Tracking Service or have any questions please call 1300 387 044 or email jayne@thedpe.com. Stop missing out on making appointments.

MASTER CLASSES FOR 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.”

Sydney Master ClassFriday 12th April 2019

Click here on this link to register.

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 ClassFriday 21st June 2019

Click here on this link to register.

Auckland Master Class- Saturday 29th June 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

Register for our WEBINAR now!

“The FIVE KEY SECRETS You Need To Know To Guarantee SUCCESS For Your Dental Practice Into 2019 And Beyond……”

 Looking to improve your dental practice in 2019?
 
You don’t want to miss this FREE Webinar:
 
“The FIVE KEY SECRETS you need to know to guarantee SUCCESS for your dental practice into 2019 and beyond…”

https://ultimatepatientexperience.lpages.co/aest-17th-april-2019-webinar-registration/

With Jayne Bandy and Dr. David Moffet
Wednesday 17th April 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…..

*****

The post Treatment Acceptance STARTS On The Phone appeared first on Dental Phone Excellence.

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Having This Will Make Life So Much Easier https://dentalphoneexcellence.com.au/2019/04/having-this-will-make-life-so-much-easier/ Sun, 31 Mar 2019 21:58:42 +0000 https://dentalphoneexcellence.com.au/?p=2763 I was recently reading an excellent blog article about a Dental Assistant and her experience starting her new job and the frustrations that she experienced. It started me thinking about all aspects involved in the dental practice. Do we set things up so that everything works efficiently and effectively? Or are we just making it […]

The post Having This Will Make Life So Much Easier appeared first on Dental Phone Excellence.

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I was recently reading an excellent blog article about a Dental Assistant and her experience starting her new job and the frustrations that she experienced.

It started me thinking about all aspects involved in the dental practice.

Do we set things up so that everything works efficiently and effectively?

Or are we just making it up as we go along?

Each part of the dental practice needs to be able to run independently as well as being integral with each other.

The front office and phone communication is one of those parts of the dental office.

The girl in the blog article soon realised over the life of her dental career that throwing people into the deep end when they started a new job was not the answer.

It often created frustration, inadequacy and dissatisfaction and also could eventually lead to people quitting their jobs.

She said:

“In order for them to WORK independently, I had to GIVE them the tools to work independently.”

All Dental Offices need training materials or procedures that everyone can follow.

This gives your team guidelines as well as the expectations that their job involves so that they know what they are expected to achieve.

Some people refer to practice guidelines as procedures, or the manual or practice Bible.

Practice guidelines need to be concrete as well as practical for everyone to follow easily and consistently.

Procedures to follow when answering the phone in a dental office are very important.

Don’t make it up as you go along or believe that the people working for you know what they are doing.

I have seen this happen and the outcomes are not good!

You want to know what your team are doing every day.

Having set procedures to follow ensures your team know what to do and are meeting your expectations.

A procedure manual is a gift to give someone new to their job. It ensures a new employee can transition into their job more easily.

It also takes away the pressure of expecting one person to do all the training.

Don’t always presume because someone is good at their job they are equally as good at training others.

If you haven’t already got your procedures and guidelines for your practice in place, then start now.

Get your team involved in organising these guidelines and they will own them!

 

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

 

If you are interested in my Call Tracking Service or have any questions please call 1300 387 044 or email jayne@thedpe.com. Stop missing out on making appointments.

MASTER CLASSES FOR 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.”

Sydney Master ClassFriday 12th April 2019

Click here on this link to register.

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 ClassFriday 21st June 2019

Click here on this link to register.

Auckland Master Class- Saturday 29th June 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 and take advantage of the EARLY BIRD Offer!

http://www.exceptionaldentalseminars.com/LindaMiles2019

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

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 Having This Will Make Life So Much Easier appeared first on Dental Phone Excellence.

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Here Is A Great Checklist To Use Every Day At Your Practice https://dentalphoneexcellence.com.au/2019/03/here-is-a-great-checklist-to-use-every-day-at-your-practice/ Sun, 24 Mar 2019 22:15:33 +0000 https://dentalphoneexcellence.com.au/?p=2745 I have written about this before but I am still bewildered by what is so often taken for granted, good manners! Have a look around and you will see a mix of good and bad manners everywhere. There is one bad manner that really gets to me. When you open a door do you check […]

The post Here Is A Great Checklist To Use Every Day At Your Practice appeared first on Dental Phone Excellence.

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I have written about this before but I am still bewildered by what is so often taken for granted, good manners!

Have a look around and you will see a mix of good and bad manners everywhere.

There is one bad manner that really gets to me.

When you open a door do you check to see who is behind you before you let go of the door and it closes behind you?

A few days ago, I was in a lift (elevator for my American friends) with a gentleman (I use the term loosely). I followed him out of my hotel to the front door. He opened he door, walked through, then let go if it while I was still close behind him.

He didn’t bother to check who was behind him and continued along his way.

Now wouldn’t it have been a courtesy to the person behind him, yes that was me, to hold the door at least until I took hold of it. I also had luggage in tow so holding the door open would have been so polite and showed good manners.

There are two types of people, those with good manners and those without good manners.

Check to see if you and your team are the type of people with good manners.

Are you holding doors open for your patients?

So, what are your good manners when a patient arrives at your practice?

Here is a great Good Manners Checklist to ensure you are showing good manners with your patients:

  • Are you ready for your patient?
  • Do you know their name, something about them and their appointment time and type?
  • Is your patient lounge clean and tidy?
  • Does your patient lounge smell nice?
  • Do you stand up from your desk and walk up to your patients to greet them when they arrive for their appointment?
  • Are you greeting your patients with a smile and holding the door open for them if they need a hand?
  • Do you introduce yourself to a new patient and welcome back a loyal patient?
  • Are you offering to take your patient’s coat, umbrella, shopping bags or anything else to make their appointment more comfortable?
  • Are you offering to get your patients anything they need? It may be a refreshing drink or magazine to read.
  • Do you let a New Patient know where the bathroom is?
  • Are you interacting with your patients while they are in the patient lounge?
  • Does the person who comes to get your patients for their appointment, introduce themselves to a new patient and welcome back a loyal patient.

Having good manners with your patients will bring out the good manners in your patients.

Good manners set you apart and good manners are memorable.

Yes, I know people will remember both good and bad manners, but people are more likely to want to continue seeing and doing business with a person who has good manners. Wouldn’t you agree?

Take time to look at how you treat your patients and I don’t just mean their dental treatment!

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

If you are interested in my Call Tracking Service or have any questions please call 1300 387 044 or email jayne@thedpe.com. Stop missing out on making appointments.

MASTER CLASSES FOR 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.”

Sydney Master ClassFriday 12th April 2019

Click here on this link to register.

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 ClassFriday 21st June 2019

Click here on this link to register.

Auckland Master Class- Saturday 29th June 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 and take advantage of the EARLY BIRD Offer!

http://www.exceptionaldentalseminars.com/LindaMiles2019

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

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…..

*****
At present I have availability for TWO new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

 

The post Here Is A Great Checklist To Use Every Day At Your Practice appeared first on Dental Phone Excellence.

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Four Reasons Why Your Front Office People May Not Know What They Are Doing. https://dentalphoneexcellence.com.au/2019/03/four-reasons-why-your-front-office-people-may-not-know-what-they-are-doing-2/ Sun, 17 Mar 2019 21:41:48 +0000 https://dentalphoneexcellence.com.au/?p=2720 Have you ever said this under your breath? “Why are my team not getting their job done and under-performing?” You want them to be doing this and they are doing something completely different? We sometimes listen to our team answer the phone and they are awful. We watch and listen to how they communicate with […]

The post Four Reasons Why Your Front Office People May Not Know What They Are Doing. appeared first on Dental Phone Excellence.

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Have you ever said this under your breath?

“Why are my team not getting their job done and under-performing?”

You want them to be doing this and they are doing something completely different?

We sometimes listen to our team answer the phone and they are awful.

We watch and listen to how they communicate with patients and they just don’t sound right.

The reason this is happening in many Dental Offices is because your Front Office Team don’t know what you expect because you have never told or shown them how to do it.

It is so important right from the start that your team are clear about their job, what you expect and how to do it.

shutterstock_404484322

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. 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 the team have no job descriptions, they really don’t know what they are doing or may only know bits and pieces of their job.

2. 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. Most of the time Dentists don’t know the skills the front office people need and so they 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. The other thing that happens is the Dentist relies heavily on existing team members to train new people even though the existing team may barely know their own jobs because they have had no 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 can have a negative effect on your business and keeping staff.

3. No Support

Your team needs to be able to have someone at work to go to for advice and guidance, especially when they first start. Having support helps people keep on track and be able to check they are doing their job correctly. You want your team to be accountable but they need that someone to be accountable to other than themselves.

4. Wrong Team

Sometimes when you are clear about your expectations, your team is trained and you offer great support, a team member is still unable to do their job. There is a time when a person you hire is just not suitable for the job. The match is wrong. Usually both parties soon realise this and a solution is found.

So have a good look at your team today.

Decide if they are the right team.

Do they need proper training and a clear and easy to follow job description with the right support to help them grow and help your business grow?

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

If you are interested in my Call Tracking Service or have any questions please call 1300 387 044 or email jayne@thedpe.com. Stop missing out on making appointments.

MASTER CLASSES FOR 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.”

Sydney Master Class- Friday 12th April 2019

Click here on this link to register.

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.

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

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 and take advantage of the EARLY BIRD Offer!

http://www.exceptionaldentalseminars.com/LindaMiles2019

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

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…..

*****
At present I have availability for TWO new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

 

The post Four Reasons Why Your Front Office People May Not Know What They Are Doing. appeared first on Dental Phone Excellence.

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