Dental Phone Excellence https://dentalphoneexcellence.com.au Phone Conversion Coach Sat, 16 Nov 2019 23:03:01 +0000 en-US hourly 1 https://wordpress.org/?v=5.2.4 153384605 These Are The Numbers That Dentists Ignore https://dentalphoneexcellence.com.au/2019/11/these-are-the-numbers-that-dentists-ignore/ https://dentalphoneexcellence.com.au/2019/11/these-are-the-numbers-that-dentists-ignore/#respond Sat, 16 Nov 2019 22:02:54 +0000 https://dentalphoneexcellence.com.au/?p=3366 I know many of you reading this blog are measuring and tracking lots of numbers in your business. You have all heard over and over again of the importance of measuring and tracking your results. If you want a successful and growing business you track and measure and look at important KPIs every day, weekly, […]

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I know many of you reading this blog are measuring and tracking lots of numbers in your business.

You have all heard over and over again of the importance of measuring and tracking your results.

If you want a successful and growing business you track and measure and look at important KPIs every day, weekly, monthly and annually.

Measuring your KPIs show you how you are going in your business.

KPIs show growth and prosperity and also the decline and loss in your business.

You need to be measuring your production, collections, profit, the number of new patients, the number of active patients, the cancellation rate for existing patients and new patients, your overheads, the production of each existing patients and new patient, as well as your case acceptance, the type of dental treatment completed and team expenses (or as I like to say, your team investment).

And very importantly, if you want a successful business, you also analyse, compare and do something with these numbers.

Look, I know some Dentist do this, some Dentists want to do this and some Dentists just don’t do this.

I know this because Dentists tell me when I ask them.

The truth is, you do need to be measuring all of the above KPIs, but there is another important, yet overlooked KPI to add to the list.

The KPI of calls coming into your practice that DO NOT make an appointment.

Right now I know many of you are saying to yourself, how is this a KPI, a Key Performance Indicator?

How does knowing how many people did not make an appointment, a measure of anything?

It’s a measure of your missed opportunity.

MISSED OPPORTUNITY!

It’s a measure of what your business missed out on.

You attracted people to your business, they wanted your help and somehow you didn’t get the chance to help them.

Why?

When you know WHY, anything is happening in your business, you can fix it!

So why are people not making that appointment?

When you start measuring and analyse how many people DON’T make appointments you start to see the why.

When I measure this number for Dentists, I have found the following reasons why:

  1. They are attracting the wrong patients that don’t match their practice.
  2. Their team are struggling on calls and don’t know what to say or ask callers.
  3. They don’t have enough people answering phones for the number of calls coming into the practice.
  4. Their Appointment Book has no structure to be able to easily book patients in.

 

The good news is, once you know where the weakness lies and what is not working well, you can fix it quickly.

It is not enough to just have a feeling something is not right.

Start paying attention and measure that overlooked KPI of people calling your office and NOT making the appointment.

Find out the reason why and fix it 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/

 

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

LAST MASTER CLASS 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.

Last Master Class for 2019!

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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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The Number One Reason Why New Patients Keep Changing Their Appointments https://dentalphoneexcellence.com.au/2019/11/the-number-one-reason-why-new-patients-keep-changing-their-appointments/ https://dentalphoneexcellence.com.au/2019/11/the-number-one-reason-why-new-patients-keep-changing-their-appointments/#respond Sun, 10 Nov 2019 03:37:15 +0000 https://dentalphoneexcellence.com.au/?p=3353 Yes, I am going to give you only ONE reason why your New Patients keep changing their appointments. I know there are many reasons why your patients keep changing their appointments, but I have noticed lately after working with many dental offices, that this appears to be the number one reason. The good news is, […]

The post The Number One Reason Why New Patients Keep Changing Their Appointments appeared first on Dental Phone Excellence.

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Yes, I am going to give you only ONE reason why your New Patients keep changing their appointments.

I know there are many reasons why your patients keep changing their appointments, but I have noticed lately after working with many dental offices, that this appears to be the number one reason.

The good news is, you can change this very easily and quickly.

OK here it is.

Are you ready?

When your team are making appointments for New Patients, they are not getting a COMMITMENT from the caller.

A commitment is a promise and firm decision.

Thought and consideration needs to be given when making a commitment.

People who make a commitment very often do this all the time.

My understanding is that when you make a commitment you see it through and don’t back out.

Are your patients seeing it through and not backing out?

Or are your patients calling your office regularly to change their appointments.

Many dental offices are spending all day rearranging their appointment book because patients are cancelling and rescheduling appointments left right and centre.

Is this happening in your dental practice?

Why is this happening?

The answer is simple, patients and especially New Patients are not committed to their appointment, so they easily change their appointments all the time.

The worst part is your team allow this to happen very easily with no effort or concern.

Think carefully about what is happening when your patients are constantly changing their appointments:

  • you remove the patient from the production for the day
  • you now have to call a patient to fill the empty appointment time
  • you spend a lot of time and energy doing this
  • you delay treatment and care for your patient

I know in the world we live in, our society encourages flexibility and non-commitment, so it is a difficult road, getting your patients to make a commitment.

But there are ways. It is possible.

This is a good start.

When you make an appointment for your patient start their mindset of commitment and get your patients believing they have now made a promise and will keep their appointment where it is.

Say this:

“John, I have now confirmed your appointment on Thursday 20th October at 8am.” “I will let Dr Green know when you are coming in.”

Use the word “confirmed” at the time of making the appointment.

NEVER wait until you call or SMS to use the word “confirm”.

Confirm the appointment right at the start.

You want your New Patient to finish their phone call in commitment mode.

You are now training your patients to have the mindset their appointment is set, and they will keep the appointment.

You are now setting up this mindset for your patient when they make future appointments.

I know from time to time that patients will need to change their appointments but what you always want to do is reduce the amount of movement in your appointment book.

You also want to avoid saying this:

“I will call you to confirm the appointment a few days before.” “Let me know if this time doesn’t suit you and I can change it.”

You can see how saying this to your patients sends the wrong message. It sends the message that it is OK to change your appointment.

“No worries” “Not a problem”

But when you start rearranging your appointment book it is a WORRY and a BIG PROBLEM!

I know a lot of dental offices now send an SMS to their patients after they have made their appointment.

Look carefully at what is being sent in the SMS.

You want the message to read “Hi John your appointment is now confirmed for Monday 20th October at 9am. Please reply Y you have received this message.

You NEVER want to send a message that reads: “Please reply Y to confirm your appointment.”

You have already confirmed their appointment when you made it!

I prefer a message that reads: “Hi John your appointment is now confirmed for Monday 20th October at 9am. We look forward to meeting you.”

This is a courtesy SMS that they can now keep on their phone or send to their calendar.

You can send the message while they are on the phone making the appointment and let them know it has been sent to their phone.

So, try changing what you say to your patients and get them more committed to their appointment and help your patients go ahead with their appointment.

………………………………………………………………

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/

 

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

LAST MASTER CLASS 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.

Last Master Class for 2019!

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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 Number One Reason Why New Patients Keep Changing Their Appointments appeared first on Dental Phone Excellence.

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You Need To Be Both Of These With Your Patients https://dentalphoneexcellence.com.au/2019/11/you-need-to-be-both-of-these-with-your-patients/ https://dentalphoneexcellence.com.au/2019/11/you-need-to-be-both-of-these-with-your-patients/#respond Mon, 04 Nov 2019 08:04:24 +0000 https://dentalphoneexcellence.com.au/?p=3332 The front office in a Dental Practice has many challenges every single day. One in particular is answering the phone. I know this because I listen to calls coming into dental offices every day and I hear the types of calls answered by teams and it’s not an easy job at the best of times. […]

The post You Need To Be Both Of These With Your Patients appeared first on Dental Phone Excellence.

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The front office in a Dental Practice has many challenges every single day.

One in particular is answering the phone.

I know this because I listen to calls coming into dental offices every day and I hear the types of calls answered by teams and it’s not an easy job at the best of times.

Believe me!

Trying to keep everyone happy can be tough!

You are successful at answering calls when you make appointments for patients.

There are two magic ingredients every person needs when they are answering the phone and making calls to patients in a Dental Office.

  1. Assertiveness
  2. Friendliness

If you have one without the other, then it just doesn’t work out.

If you are friendly but do not have assertiveness when you are on the phone, then this is how you are often communicating with patients on the phone:

“Would you like to make an appointment?”

“When would you like to come in?”

“Is that ok?”

“What time best suits you?”

“Call me when you are ready?”

“I know it is very expensive.”

“I am calling to make sure you will be coming to your appointment.”

Can you see how this type of patient communication, even though it appears friendly, it lacks assertiveness.

It lacks the guidance your patients are looking for and wanting.

Without the magic ingredient called assertiveness, you leave the door open for your patient to not make an appointment and not go ahead with their treatment?

Now if you are friendly and assertive and combine both of the magic ingredients, you are now effectively communicating with your patients.

You are now communicating in a way that gets results.

By results, I mean more kept appointments are made for the callers ringing your practice.

Listen to the difference:

“Would you prefer morning or afternoon?”

“I have this time for you at….”

“How does that sound?”

“I will call you on Monday at 9am.”

“I can help you manage that.”

“We are looking forward to seeing you at your appointment on…..”

Can you see the difference?

By adding assertiveness to the conversation, you are using language that is effective.

The patient is more likely to make an appointment and keep their appointment.

The way we speak to our patients makes such a big difference.

Our goal with our patients is to ultimately help them and it starts right there in the front office where your team answer phone calls.

So have a check on whether your team who answer phones are using both ingredients correctly when they answer the phone calls coming into your practice.

Also watch out for any people on your team who are only using their assertive ingredient when they answer calls.

Being assertive and not friendly is a problem.

This is when a patient feels you are being rude and pushy, and you are not thinking about them and taking away their choices.

Stick to a friendly and assertive conversation with your patients on the phone and you will make more appointments and ultimately care more for your patients.

If you want more information on how to find out what is being said on your phone calls then have a look below.

………………………………………………………………

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/

 

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

LAST MASTER CLASS 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.

Last Master Class for 2019!

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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 Need To Be Both Of These With Your Patients appeared first on Dental Phone Excellence.

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When You Call Patients To Change Their Appointments, This Is What Happens. https://dentalphoneexcellence.com.au/2019/10/when-you-call-patients-to-change-their-appointments-this-is-what-happens/ https://dentalphoneexcellence.com.au/2019/10/when-you-call-patients-to-change-their-appointments-this-is-what-happens/#respond Tue, 29 Oct 2019 03:30:49 +0000 https://dentalphoneexcellence.com.au/?p=3325 Do your patients change their appointments? Or are you doing everything you need to do to prevent patients from changing their appointments? I always ask dental teams this one question. “Do you enjoy moving patients around in your appointment book?”. No one ever answers, “Yes I love it!” Now when I talk about changing appointments, […]

The post When You Call Patients To Change Their Appointments, This Is What Happens. appeared first on Dental Phone Excellence.

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Do your patients change their appointments?

Or are you doing everything you need to do to prevent patients from changing their appointments?

I always ask dental teams this one question.

“Do you enjoy moving patients around in your appointment book?”.

No one ever answers, “Yes I love it!”

Now when I talk about changing appointments, I mean any appointment that is moved either by rescheduling or cancelling.

Keep in mind that a cancelled appointment and a rescheduled appointment have the same effect as each other on your appointment book. You have removed the appointment from the original time that was reserved for your patient.

OK now I need to ask you this.

Do you call your patients to move their appointments?

Please be warned!

When you call patients to change their appointment you start to give patients the message that it is alright for them to also change their appointments when they feel like it.

Indirectly you are now giving your patients permission to move their appointments around.

You are playing with the commitment they made to their original appointment and time.

Think about it.

Do you like it when patients call to change their appointments?

I know you don’t.

Try and avoid doing it to them.

Once your patients are more committed to their appointment and the time, then you will find this problem happening less and less.

Keep in mind that most patients hate it when you call to change their appointment time, just like you hate it when they call you.

But I know there are times when you need to make a few changes in your appointment book because a patient has called to cancel or reschedule their appointment for a valid reason.

The best way to call a patient to move their appointment is to ONLY call those patients who have given you permission to call them and change their appointment time.

The easiest way to ask a patient for permission to move their appointment is right at the time when you are making their appointment.

“I have now confirmed your appointment for Tuesday 20th October at 11am. How about I give you a call if an appointment becomes available sooner. How does that sound?”

You have now asked the patient permission and they will be on your standby to call if an appointment becomes available.

The suggestion of what is in the best interest of your patient is often enough for the patient to say yes and agree to.

You never want to say:

“I have made your appointment for Tuesday 20th October at 11am. Would you like me to give you a call if we get a cancellation?”

This gives your patient the message that other patients cancel their appointments.

You now have a healthy list of patients who have given you permission to call them to change their appointment time to an earlier time, sometimes this is the appointment time that they wanted but couldn’t quite get when they initially made the appointment.

Now this is a win, win for you and your patient.

When you call your patient remind them that they gave you permission to call them if an earlier appointment became available.

“Hi John, it’s Jayne from Active Dental, you said I can call you if an earlier appointment becomes available and it has.

Again, you want to do everything you can to confirm the patients appointment at the time of making it so they are more committed to keeping their appointment at the time you reserve for them.

Also keep an eye on your appointment book and block of dates like public holidays and continued education for your dentists and team. This is very disruptive to have to call patients who are booked in when you are not available to see them.

Something else is also happening when you move patient’s appointments around, you are spending a lot of valuable time doing this.

The last thing you want to be doing is spending your day having to call patients to move appointments.

This is never best practice.

So start looking at how to avoid moving appointments around.

Set up appointments so your patients have the mindset that their appointment is confirmed, their appointment time is reserved for them and their appointment has a high priority over anything else that may come up.

It is amazing how your patients will respond when you are confident about them keeping their appointment.

………………………………………………………………

LAST MASTER CLASS 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.

Last Master Class for 2019!

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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 When You Call Patients To Change Their Appointments, This Is What Happens. appeared first on Dental Phone Excellence.

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The Easy Way To Fix The Missed Opportunity In Your Dental Practice https://dentalphoneexcellence.com.au/2019/10/the-easy-way-to-fix-the-missed-opportunity-in-your-dental-practice/ Tue, 22 Oct 2019 06:34:34 +0000 https://dentalphoneexcellence.com.au/?p=3320 I am very sorry if your new patient call conversion rate is only twenty two percent, but I am also glad. It is a gift when you know something is not good or not working well in your business because now you have the opportunity of knowing and doing something to fix it! You have […]

The post The Easy Way To Fix The Missed Opportunity In Your Dental Practice appeared first on Dental Phone Excellence.

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I am very sorry if your new patient call conversion rate is only twenty two percent, but I am also glad.

It is a gift when you know something is not good or not working well in your business because now you have the opportunity of knowing and doing something to fix it!

You have invested a lot of money, time and energy on marketing to get people to call your Dental Office and you do expect to get results from this.

But what is happening when you are not getting the results you expected?

What if you expected to get more New Patients from all of the marketing and it is not happening?

Well many dentists immediately blame their marketing people and forget to look at the bigger picture.

Your marketing people are there to attract and drive people to your practice but your marketing people can’t make the callers to your practice make appointments.

This is where your highly skilled, confident and capable team come into play.

Your team who answer phones are the ones responsible for making the appointments.

Now what if the people calling your practice are ready to make an appointment but the calls are being answered the wrong way and those appointments are not being made?

I know no one wants to even think this is happening, but it is.

The reason is simple.

Teams who are answering phones in a dental office have minimal initial training on phone communication followed by very little or no training after that.

I believe that there should be CE points for the dental support teams just like there is for the clinical team, but that is a whole different blog!

But the truth is, many dentists do not know what their call conversion rate is, and they don’t know what is being said on the calls coming into their office.

Your Call Conversions may be 10%, 20%, 30% but you really have no idea!

The good news is that today you can start to keep track of your call conversions and if they are less than 75% then you should do something about it immediately.

The average conversion rate in a Dental Office that does track and measure this, is 22.5% which means that 77.5% of callers do not make an appointment.

What that means is that out of 15 calls coming in for the day, 11 patients will be lost.

At the end of a 5-day week this means 55 callers who could have been your patients are now not your patient.

This is 220 lost patients each month and 2420 lost patients each year.

If you look at the value of the new Patient, then this is very painful to your business.

What if you could make a few changes when calls come in?

What if you increased your call conversions by 20% so now you have more New Patients a month and a dramatic increase in revenue?

Who would not want to give this a go?

It may be time for you to really pay attention to your call conversions if you are not.

It is time to stop guessing.

This is your business and it is important.

Why take chances with the revenue your practice could be bringing in and the patients you should ethically be helping?

If you have had enough of not knowing what is being said on calls and not giving your team the support and training, they need to do their job properly, to help grow your business, then have a look below and make some changes.

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/

………………………………………………………………

LAST MASTER CLASS 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.

Last Master Class for 2019!

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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 Easy Way To Fix The Missed Opportunity In Your Dental Practice appeared first on Dental Phone Excellence.

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Be Careful. Are You Aware You Are Doing This? https://dentalphoneexcellence.com.au/2019/10/be-careful-are-you-aware-you-are-doing-this/ Tue, 15 Oct 2019 01:34:28 +0000 https://dentalphoneexcellence.com.au/?p=3302 I know I talk and write about this a lot. Yes, you guessed it. Cancellations. Lately I have read a lot of frustrated posts from Dental Practices regarding patients who cancel appointments. Even though most practices either receive many or some cancellation calls, the one thing I know is it is a problem in many […]

The post Be Careful. Are You Aware You Are Doing This? appeared first on Dental Phone Excellence.

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I know I talk and write about this a lot.

Yes, you guessed it.

Cancellations.

Lately I have read a lot of frustrated posts from Dental Practices regarding patients who cancel appointments.

Even though most practices either receive many or some cancellation calls, the one thing I know is it is a problem in many practices and something that you must keep on top before it gets out of control.

Now if you believe or feel you have no cancellation issues at your practice, then I challenge you to check your numbers to make sure you are right!

When I see a social media post about appointment cancellations it is sending me a message that this practice has a huge problem with cancellations.

The problem I also see is how annoyed they are with their patients for cancelling their appointments.

This is not very good, but I do understand!

But here is the thing. When you post anything on Facebook you must always consider your patients or potential patients who are reading your post, may not be the type of patients who cancel appointments.

You now run the risk of offending your existing loyal patients and turning off new patients.

I am a firm believer that your team can be a major contributing factor to the cancelled appointment.

Please don’t be annoyed by this comment but let’s have a look at the facts.

By posting on social media that you have a big problem with cancellations, you are telling me that many of your patients cancel their appointments and unknowingly you now give your patients the message that it is ok to cancel appointments, even if you state that there is a consequence.

I recall in one of my Master Class attendees shared a story about a patient who worked out how to avoid paying a cancellation fee.

The patient would call to reschedule their appointment then a few days later would call again to cancel the appointment. The practice had a cancellation policy that stated if a patient called to cancel with less than 48 hours-notice, they would have to pay a cancellation fee. The initial call was to reschedule not cancel then the next call was to cancel but the call was within the time given, to cancel.

Interesting strategy to cancel the appointment without paying the cancellation fee!

Preventing cancellations is always the best solution and it goes right back to when and how the appointment is set up.

You may have heard me speak about the type of language we use when making a patient’s appointment.

Saying this is not a great way to reduce cancellations:

“Your appointment is………………..I will call you two days before in case you need to change the appointment.”

Even though this type of language is polite, you have now given the ok for the patient to change their appointment.

Other examples are:

“Please call us if you cannot make this appointment.”

“I will call you to confirm the appointment.”

Your patients believe that the appointment is not confirmed until you call to confirm it.

Why are you not confirming the appointment at the time the patient makes it?

You can still call them prior to the appointment with a courtesy call to let them know you are looking forward to meeting/seeing them.

Can you see, how you communicate with your patients, is creating a mindset that influences their decision to cancel their appointment?

Have a close look at how you set up and make appointments and how you handle cancellations.

Is having a Cancellation Policy the best solution?

Are you helping your patients, cancel their 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.

Last Master Class for 2019!

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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 Be Careful. Are You Aware You Are Doing This? appeared first on Dental Phone Excellence.

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10 Facts About Dentistry https://dentalphoneexcellence.com.au/2019/10/10-facts-about-dentistry/ Tue, 08 Oct 2019 05:53:46 +0000 https://dentalphoneexcellence.com.au/?p=3297 Fact #1: “Emergency Treatment is ten times more expensive as care.” said Dr Howard Farran from Dentaltown. Your patients may not know this. I didn’t 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 […]

The post 10 Facts About Dentistry appeared first on Dental Phone Excellence.

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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.

I didn’t 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: Preventive Care or Continued Care is exactly what it is. Preventing big dramas before they happen.

Fact #3: 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 # 4: Patients don’t value preventive care and/or don’t get it.

Fact #5: 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 #6: 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 #7: Patients do not want to go back to having bad teeth.

Fact #8: 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 #9: You have a duty of care for your patients to do and say what best helps your patients.

Fact #10: 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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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.

Brisbane Master Class– Friday 11th October 2019

Click here on this link to register.

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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 10 Facts About Dentistry appeared first on Dental Phone Excellence.

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There Are Parts Of Your Business That Your Patients Don’t Need To See https://dentalphoneexcellence.com.au/2019/09/there-are-parts-of-your-business-your-patients-dont-need-to-see/ Mon, 30 Sep 2019 02:29:23 +0000 https://dentalphoneexcellence.com.au/?p=3281 The best advice I ever heard was, “don’t air your dirty laundry in front of your patients.” There are many aspects of your practice you need to keep private. After hearing this, I had a very close look at our dental office. What were our patients hearing while they were in our dental office? I […]

The post There Are Parts Of Your Business That Your Patients Don’t Need To See appeared first on Dental Phone Excellence.

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The best advice I ever heard was, “don’t air your dirty laundry in front of your patients.”

There are many aspects of your practice you need to keep private.

After hearing this, I had a very close look at our dental office.

What were our patients hearing while they were in our dental office?

I even started looking closely at what our patients were seeing as well.

In your business you have on stage and backstage.

On stage is in front of your patients where they can hear and see you.

Back stage is what happens out of the sight of your patients.

There are many things you want to keep backstage away from your patients.

I recommend sitting down and making a list of what you want your patients to see and hear and what you want them not to see and hear.

You never want your patients to hear team discussions about what may be going wrong at the office.

Your patients only need and want to know what is going right.

If your patients hear about failures in your business, they will start to lose trust and confidence in your ability to care for them and become concerned that they will also experience the same problem.

Keep chit chat between the team, backstage and not in front of patients.

If you have time to chat, then why not chat with your patients not each other.

Everything you do in your business revolves around your patients so make your patients the people you talk to most of the time.

Have a good look at deliveries and how delivery people access the practice. Where you can have delivery access away from your patients.

A great way for you to see, what your patients see, is to pretend you are a patient.

Walk into your practice just like a patient. Look around and make a note of anything you need to hide from patients and add.

Sit in the patient lounge and check everything is clean, tidy and visually appealing.

You want your patients to be seeing the very best of you.

Walk as though you are with a patient taking them through to the treatment room.

Listen and look.

What do you want your patients to see and hear?

You can control this very easily.

I was surprised at all the things I would never want our patients to see and hear.

You might even be thinking right now what you could change in your practice.

Remember your patients only want to see you on stage not off stage.

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

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.

Brisbane Master Class– Friday 11th October 2019

Click here on this link to register.

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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 There Are Parts Of Your Business That Your Patients Don’t Need To See appeared first on Dental Phone Excellence.

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Do You Speak The Same Language As Your Patients? https://dentalphoneexcellence.com.au/2019/09/do-you-speak-the-same-language-as-your-patients/ Mon, 23 Sep 2019 01:41:45 +0000 https://dentalphoneexcellence.com.au/?p=3137 I am sure you have heard people say, “we are on the same page.” When you are successfully connecting with people you are speaking their language. The language they understand immediately! When people understand you and get what you mean, they will trust you and they will follow your advice, suggestions and recommendations. This is […]

The post Do You Speak The Same Language As Your Patients? appeared first on Dental Phone Excellence.

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I am sure you have heard people say, “we are on the same page.”

When you are successfully connecting with people you are speaking their language.

The language they understand immediately!

When people understand you and get what you mean, they will trust you and they will follow your advice, suggestions and recommendations.

This is very true for your patients.

If your patients feel you are not speaking their language, then this is a big problem when you go to discuss their treatment and make appointments for them.

The general public believe you don’t understand them, and they don’t understand you.

But you can change this perception.

Start by building up a personal connection with your patient on the phone and in the dental chair.

Stop diving straight into the clinical discussion. Get to know your patient first. Find out how they communicate so you can get onto their level of communication and match it.

Your worst enemy is not being understood.

It starts with dental jargon.

You use it because this is what you know but the patient does not. Straight away this just does not make sense.

When you are communicating with patients you need to use the language they understand.

“BOP,” says the Hygienist while the patient sits in the chair wondering what this is.

Well I suppose you have raised their level of urgency and concern by making them wonder.

But the truth is what you have really done, is confuse your patient.

A confused patient is one that is very unlikely to go ahead with any treatment that is recommended.

You want to avoid creating any confusion with your patients.

Replace dental terms with everyday language that makes sense to your patients.

Check your patient has understood what you have said. You give yourself an opportunity to rephrase something.

I get there are times when dental terms can give you a level of expertise and doctor status in front of your patients.

But take it easy.

Not too much, or you risk tipping your patient into confusion.

Have a close look at what you say to your patients.

Could you replace a few of your dental terms with language that your patients will GET straight away?

A great way for your team to learn what to say and ask your patients is to send them along to my Master Class. All the details are below.

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

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.

Sydney Master Class- Friday 27th September 2019

Click here on this link to register.

Brisbane Master Class– Friday 11th October 2019

Click here on this link to register.

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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 Do You Speak The Same Language As Your Patients? appeared first on Dental Phone Excellence.

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The Four Important Questions To Ask Your Patients If You Want Results https://dentalphoneexcellence.com.au/2019/09/ask-your-patients-questions-dont-interigate-them/ Tue, 17 Sep 2019 09:28:32 +0000 https://dentalphoneexcellence.com.au/?p=3225 A true conversation is full of questions. When you have a conversation with your patient you need to be the one asking most of the questions? But what questions do you ask? There are four types of questions you should be asking your patients: 1. Open Questions An open question is asked at the beginning […]

The post The Four Important Questions To Ask Your Patients If You Want Results appeared first on Dental Phone Excellence.

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A true conversation is full of questions.

When you have a conversation with your patient you need to be the one asking most of the questions?

But what questions do you ask?

There are four types of questions you should be asking your patients:

1. Open Questions

An open question is asked at the beginning of the conversation when you want to find out everything you need to know to help your patient.

Ask both clinical and personal questions.

When you ask only clinical questions you miss out on vital information about why patients respond in a certain way, how a patient is feeling and very importantly why a patient may be hesitant in going ahead with treatment.

An open question will begin with what, why, who, where, which and how.

“Why have you decided to straighten your teeth?”

The art of asking questions is knowing what to ask next. A great conversation is one where an open question is asked and the answer leads you to the next question, and the next.

This is what I call the “getting to know you questions.”

Without these open questions you should not dive into offering an appointment or treatment.

2. Clarifying Questions

These types of questions check that you have understood what the patient has said to you.

You can now paraphrase what they have just said to you.

“So you sound like you are very concerned you will lose your tooth?”

The patient hears what they have just said to you, so it reinforces what they want, your patient now knows you have listened to them and that you understand them fully.

This step in asking questions is so important yet missed out in many patient conversation.

Before you continue the conversation, you want to always check that you are on the same page as the patient or you will lose them at the end of the call.

You also have an opportunity to get a bit more information at this point in questioning.

You want to always be clear about what your patient wants right from the start.

 

3. Leading Questions

This is when you ask your patient a question to take them to the next step and that step is to make an appointment or decide to go ahead with treatment.

“So, it sounds like you want to make an appointment to see the dentist. Is that right?”

“The crown will be a much better option than something temporary that can break easily. Wouldn’t you agree?”

You can suggest the next step for your patient simply by asking them a question.

 

4. Closed Questions

Ask these questions right at the end of the conversation when you have made the appointment and want to finish the call.

“Do you have any questions?”

“Can I make an appointment for anyone else in your family?”

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

 

I am sure you would agree, after learning more about asking your patients questions, how important it is to get this right.

Asking questions is such a very important skill for every person on your team to have.

Knowing how and when to ask questions in a conversation with your patient, is a learned skill that can be used over and over again.

The more you do this, the easier it becomes, and you will make more appointments and help your patients go ahead with treatment and care.

If you would like your team to learn how to ask questions the right way, then go to the link below for more information and how to book tickets for my Sydney, Brisbane and Melbourne Master Class.

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

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.

Sydney Master Class- Friday 27th September 2019

Click here on this link to register.

Brisbane Master Class– Friday 11th October 2019

Click here on this link to register.

Melbourne Master Class– Thursday 21st November 2019

Click here on this link to register.

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

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 The Four Important Questions To Ask Your Patients If You Want Results appeared first on Dental Phone Excellence.

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