Dental Phone Excellence https://dentalphoneexcellence.com.au Phone Conversion Coach Mon, 23 Sep 2019 01:45:24 +0000 en-US hourly 1 https://wordpress.org/?v=5.2.3 Do You Speak The Same Language As Your Patients? https://dentalphoneexcellence.com.au/2019/09/do-you-speak-the-same-language-as-your-patients/ https://dentalphoneexcellence.com.au/2019/09/do-you-speak-the-same-language-as-your-patients/#respond 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 […]

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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.

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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.

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/

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Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

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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/ https://dentalphoneexcellence.com.au/2019/09/ask-your-patients-questions-dont-interigate-them/#respond 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 […]

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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.

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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.

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…..

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

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Does Everyone In Your Team Know How To Be An Effective Communicator? https://dentalphoneexcellence.com.au/2019/09/does-everyone-on-your-team-know-how-to-be-an-effective-communicator/ https://dentalphoneexcellence.com.au/2019/09/does-everyone-on-your-team-know-how-to-be-an-effective-communicator/#respond Sun, 08 Sep 2019 06:11:03 +0000 https://dentalphoneexcellence.com.au/?p=3165 I know I focus a lot on how your team answer calls in your dental office, but the truth is that every person in your office is speaking to patients at some point, not only the people answering the phones. It is very easy to underestimate the level of communication that everyone on your team […]

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I know I focus a lot on how your team answer calls in your dental office, but the truth is that every person in your office is speaking to patients at some point, not only the people answering the phones.

It is very easy to underestimate the level of communication that everyone on your team has with your patients.

Don’t take any chances, make sure your team are highly effective communicators. Every single one of them.

Your team need to know what to say, how to say it and when to say it, all the time.

This is something your team should be learning constantly and getting better.

I see so many dental offices with only a few amazing communicators and it needs to be everyone on the team.

You think about it.

Yes, you know that your team need amazing communication skills on the phone but what is happening off the phone.

You could be failing your patients because not everyone is communicating with them well.

Today after reading this blog I want you to have a close look at your team and the type of communication they are having with your patients.

Is it working well?

Does your team have the level of communication they need or do they need better communication skills.

The good news is that excellent communication skills are learned and perfected with consistent use.

I know this as I have taught many dental teams to improve their communication skills.

Having amazing communication skills gives your team instant confidence and ease when they speak with patients.

Dental Teams are constantly asking me for the words and phrases to say to patients. They are often getting stuck in their conversations and need help.

I always let teams know that a highly effective communicator is one who has a purpose and follows specific steps to get results.

Look at the first call and make sure your team are focused on helping the caller and making the appointment.

Look at how your patient is greeted when they first arrive at the practice.

Does your patient feel welcome, comfortable and ready to trust you?

Look at how you and your Dentists, Hygienist and Dental Assistants communicate with patients when they are sitting in the dental chair.

Are you listening to your patient to find what they want and are you communicating with your patient in a way that helps them make a decision and go ahead with necessary treatment?

These are just some of the points of communication you have with your patients.

Stop taking chances and learn how to be a Highly Effective Communicator with your patients.

If you would like your team to know exactly what to say, how to say it and when to say it with your patients then my Master Class is for you.

Look at the link below for more information and how to book tickets for Sydney, Brisbane and Melbourne.

These are my last Master Classes for 2019.

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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.

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…..

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The Reason Why Your Team Feel Every Call Is An Interruption To Their Day https://dentalphoneexcellence.com.au/2019/09/the-reason-why-your-team-feel-every-call-is-an-interruption-to-their-day/ https://dentalphoneexcellence.com.au/2019/09/the-reason-why-your-team-feel-every-call-is-an-interruption-to-their-day/#respond Mon, 02 Sep 2019 08:11:24 +0000 https://dentalphoneexcellence.com.au/?p=3144 Have you ever felt or heard someone say that the calls that come into their business are an interruption to their day? You may have felt this yourself. I know I did. A call coming into your business is the life of your business. That first call is what starts the person to person relationship […]

The post The Reason Why Your Team Feel Every Call Is An Interruption To Their Day appeared first on Dental Phone Excellence.

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Have you ever felt or heard someone say that the calls that come into their business are an interruption to their day?

You may have felt this yourself.

I know I did.

A call coming into your business is the life of your business.

That first call is what starts the person to person relationship and develops trust and confidence for the caller.

Then why would anyone ever believe that the incoming call is an interruption to their day.

Well this is what happens.

Teams can often feel overwhelmed and under trained to do what is expected of them.

When your team are struggling then every call that comes into the business interrupts their flow and their already hectic schedule in the office.

Keep an eye on this.

Your team need to be able to have the time and energy to receive every call that comes into your business with enthusiasm and joy.

If your team have no enthusiasm and joy when they answer calls coming into your business then this spells TROUBLE!

So how do you know if this is happening in your office?

Are you team getting annoyed when the phone rings because they are trying to do so many other things.

You want to be able to accurately measure how effective your team are when they answer the phone.

Asking teams how they are going is OK, but not the best way.

I remember a time when I thought I was going OK, until I listened to myself on my calls.

I soon realised I too was in a hurry to get off the call because I was so busy.

Recently a Dentist asked me, “when do you know if you need more people answering calls in your practice so they can spend more time on the calls with customers?”

My answer was, “the only way to really know is to track and measure calls coming into your business.”

This is the true test of whether your team are coping.

This will tell you whether they need more man or woman power.

Once you track and measure calls you know exactly what you need to fix because you know the problem you have.

Without accurate measuring and tracking you are only guessing.

And who wants to guess how their business is going.

No one.

If you want to know the easiest and best way to measure and track calls coming into your business, then I can help you.

Have a look below and you can find out more.

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Call Tracking Excellence

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

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

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.

 

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

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

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.

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

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 Reason Why Your Team Feel Every Call Is An Interruption To Their Day appeared first on Dental Phone Excellence.

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One Question You Need To Ask Yourself. https://dentalphoneexcellence.com.au/2019/08/one-question-you-need-to-ask-yourself/ Mon, 26 Aug 2019 00:45:14 +0000 https://dentalphoneexcellence.com.au/?p=3130 Do you want to change enough to change? I love talking in riddles. I’m sure you would agree for improvement in your business to happen, changes must happen. You must be ready and willing to change. Your team must also be ready and willing to change. If your team are resistant to change then find […]

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Do you want to change enough to change?

I love talking in riddles.

I’m sure you would agree for improvement in your business to happen, changes must happen.

You must be ready and willing to change.

Your team must also be ready and willing to change.

If your team are resistant to change then find out why.

Don’t just demand change. Explain why a change is needed and what the benefits are for the business and for the team.

You always want to have your team onside, excited and ready to make changes.

I know this can be easier said than done.

But be careful.

So many dental offices start changing what is not broken and leaving what is broken.

The first step is to prioritise the most important changes needed and start there.

Work out what difference making a particular change, will have to your business and your team.

Once your team understand the benefits of change you want to make, they will embrace the change and see how the change will benefit them and the business.

Bring your team onboard with your business.

Never keep your team in the dark when it comes to your business.

The most successful businesses are the ones that are fully transparent with their team.

Your team are then part of the purpose, process and outcome of your business.

Change is the celebration of growth.

Often when you make changes in your business you are not completely throwing out what you have been doing but enhancing and making it better.

The Dental Profession has seen enormous changes in the last 10 years with technology, business structures and more importantly how consumers respond in the world of buying.

Keeping up with changes is a must if you want to survive and thrive in this current market.

It’s not all doom and gloom but a brave new world of exciting times ahead.

I heard someone say that the next 20 years will be the “Golden Age of Dentistry”. Yet many Dentists believe this time has gone.

Look ahead and set the path for where you want to be in 10-20 years.

Start by making small changes.

Find out what are the best changes for you to make in your business right now.

Bring your team on board and start celebrating change and be empowered to improve everyday.

I can show your team how to make changes in the way they communicate with patients. Changes that will help you grow your business and help more patients.

Look below and find out how.

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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.

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.

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

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 One Question You Need To Ask Yourself. appeared first on Dental Phone Excellence.

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Getting Your Patients To Come Back To You https://dentalphoneexcellence.com.au/2019/08/getting-your-patients-to-come-back-to-you/ Mon, 19 Aug 2019 11:48:11 +0000 https://dentalphoneexcellence.com.au/?p=3124 I am sure you hear the word reactivation so often in your Dental Practice. When you contact your patients to reactivate them, what are you really doing? To reactivate means to “restore to a state of activity”. You want to bring your patients back so that they are active in your appointment book. The word […]

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I am sure you hear the word reactivation so often in your Dental Practice.

When you contact your patients to reactivate them, what are you really doing?

To reactivate means to “restore to a state of activity”.

You want to bring your patients back so that they are active in your appointment book.

The word reactivation creates an impersonal, mechanical and often, generic procedure that you follow to try and contact your patients to make an appointment for them so they can continue or start treatment..

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What I see in most practices is that the process of reactivating patients has become just that, a mechanical and even thoughtless process your front office follows with very little concern to whether the patient responds or not.

The truth is that the reactivation of your patients is one of those tasks that nobody really likes to do.

Reactivation of your patient’s needs to be thoughtful, meaningful and personal.

I recently heard a front office coordinator say she just didn’t know where to start with patient reactivation.

The sooner you make contact with your patient, following their last appointment, the more likely they are to make another appointment.

Start by reactivating those patients who have most recently had an appointment.

If you wait too long to contact patients who have not gone ahead with their treatment, they may end up going to another Dentist, or they will be more resistant to making another appointment when you finally contact them.

I believe the very best way to make contact and reactivate patients, is to call them.

When you make that call, be prepared. This means you have looked at the patient’s file and you are fully aware of the following:

  • The patients last appointment. Knowing what happened at the patient’s last appointment and the patient’s response to treatment is very important and will help you handle any issues or resistance to going ahead with treatment.
  • Any cancelled appointments. Sometimes the patients we are reactivating may have made an appointment and then cancelled it. You want to know why they cancelled so that you can look for solutions during the call.
  • Treatment Plan with the Dentist or the Hygienist. On the call you have information about the treatment that has been diagnosed by the dentist and the consequences of what will happen if that treatment is not completed.
  • Any previous resistance to treatment. It is so important to know the reason the patient didn’t go ahead with their treatment in the first place, so you are ready to offer solutions.
  • Life events for the patient. Knowing what is happening in the lives of our patients can help when we call to reactivate patients. Being flexible and accommodating helps the patients go ahead with treatment.

Knowing as much as possible prior to the call is what can make the difference between making an appointment for the patient and not.

So, call your patients.

Have a conversation with them.

Ask questions and look for solutions.

Then, make your patient an appointment so they can go ahead with treatment.

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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.

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.

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

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 Getting Your Patients To Come Back To You appeared first on Dental Phone Excellence.

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Keep Your Cool On The Phone And Do This https://dentalphoneexcellence.com.au/2019/08/keep-your-cool-on-the-phone-and-do-this-2/ Tue, 13 Aug 2019 04:48:15 +0000 https://dentalphoneexcellence.com.au/?p=3116 It seems lately that the biggest issue in the customer service industry is how to stay cool with your customers. We have seen a few Airlines struggling with customer service and how to deal with conflict. Answering the phone in your business can at times be very difficult. Callers are not always happy and how […]

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It seems lately that the biggest issue in the customer service industry is how to stay cool with your customers.

We have seen a few Airlines struggling with customer service and how to deal with conflict.

Answering the phone in your business can at times be very difficult.

Callers are not always happy and how the call goes depends on how the call is handled.

We have all heard this, “the customer is always right.”

Being right is a perception of reality, very often the perception of your customer’s reality.

Either way you are never going to be a winner in customer service if you are not agreeable and understanding of every situation.

You want the caller to start to think about their perception of reality and then you can start to reason through the issue or conflict.

Put on your listening hat.

When a caller is annoyed you need to be quiet and listen first.

Don’t jump in and offer solutions too soon.

It is so important to let the caller say what they need to say while you listen.

The next step is to talk in a calm and slow voice and start to get the caller thinking by asking questions and listening to them again.

The questions you ask, can actually be the solution.

While you are on the phone you want to avoid taking any type of attack, personally.

The person on the phone often has a problem but you are not the problem, you are there to offer a solution.

I know this can be a challenge at times.

Keep in mind that when someone appears angry and annoyed on the phone, it is often not because they are an angry person, they are angry about the situation.

Once you separate the two, it is so much easier to find a solution.

People who are frightened, confused and frustrated, sound angry and annoyed when they are on the phone.

Think about the times when someone has been so angry on a call and then once you work out how to solve their problem, the person on the call turns into a much happier person.

Keep your tone calm and helpful. You don’t want to also get angry and annoyed.

Two angry people on the phone goes nowhere in a hurry.

If the caller believes you understand their situation and you will help them, just watch their anger start to disappear.

Working on your customer service and how you answer the phone to prevent conflict should be your first priority, but things can happen and when they do you want to make sure everyone in your team knows what to do.

Create procedures to follow on a conflict call. This will ensure your team know exactly what to say and how to respond correctly.

Responding the wrong way can get you into a lot of hot water and you will lose customers.

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.

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

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 post Keep Your Cool On The Phone And Do This appeared first on Dental Phone Excellence.

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The Three Fundamentals of a Great Phone Call https://dentalphoneexcellence.com.au/2019/08/the-three-fundamentals-of-a-great-phone-call/ Tue, 06 Aug 2019 16:12:52 +0000 https://dentalphoneexcellence.com.au/?p=3107 Often, when you answer the phone in your Dental Practice you lose sight of “WHY” the person calling has called you in the first place. Remember, all you need to do is three things: Listen carefully Ask the right questions Make the Appointment It’s that simple. Or is it? You see, what often happens during […]

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Often, when you answer the phone in your Dental Practice you lose sight of “WHY” the person calling has called you in the first place.

Remember, all you need to do is three things:

  1. Listen carefully
  2. Ask the right questions
  3. Make the Appointment

It’s that simple.

Or is it?

You see, what often happens during the call is this:

You are asked one simple question, which you then believe gives you permission to fire away with a mountain of unrequested information.

This in turn, makes the caller want to get off the phone as quickly as possible.

So how do you avoid this?

How do you avoid turning into an information giver?

That’s easy…

You answer the caller’s very first question with a question of your own.

You ask, “So I can help you better do you mind if I ask you a few questions first?”

When you ask the caller this one question, you have now asked permission to ask them lots of questions.

You are now able to begin a conversation, you are the active listener while the caller does most of the talking.

The person doing the listening is in control of the call and this is what you want.

Remember, you want to use the first call as an opportunity to find out as much as you can about the caller; about their dental concerns as well as something personal about the caller themselves.

Once you start asking great questions, the caller will feel you have listened and helped them, and you have!

You are more likely now to build trust and rapport with your caller simply by asking questions and listening rather than by throwing information at them.

Remember, they have called to find out what they need to know, NOT what you think they need to know.

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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.

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.

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Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

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

The post The Three Fundamentals of a Great Phone Call appeared first on Dental Phone Excellence.

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How To Handle The Difficult Patient https://dentalphoneexcellence.com.au/2019/07/how-to-handle-the-difficult-patient/ Mon, 29 Jul 2019 00:46:05 +0000 https://dentalphoneexcellence.com.au/?p=3101 We have all said this under our breath: “What a difficult patient!” You know the patient… You can’t seem to find a time that suits them. They cancel all the time. You are always following them up. They never want to have all their treatment completed. They are in pain and want an appointment immediately. […]

The post How To Handle The Difficult Patient appeared first on Dental Phone Excellence.

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We have all said this under our breath:

“What a difficult patient!”

You know the patient…

  • You can’t seem to find a time that suits them.
  • They cancel all the time.
  • You are always following them up.
  • They never want to have all their treatment completed.
  • They are in pain and want an appointment immediately.
  • They complain because your fees are too high.
  • They are always late.
  • They are always cranky on the phone and in the surgery.
  • They ask so many questions.

And the list goes on and on and on…

What if I now said to you that the patients who have always been difficult are not difficult, they are confused?

I know you would think I’m crazy!

The dictionary defines a person who is difficult as:

a person who is not easy to please or satisfy; awkward.

What if your difficult patient is not easy to satisfy, because you are not satisfying them?

Yes, I do believe that there will always be those patients where, no matter what you do, you will just never be able to satisfy their needs.

You then get to decide if these are the patients you really want coming back to your office.

But what if you are missing the mark with some of your difficult patients because you are not meeting their needs?

What if you have now turned a reasonable person into a difficult patient?

I do believe the difficult patient is really not difficult all of the time but is responding to a particular situation where their needs are not met.

Being difficult is a behaviour that most of us show when we are:

  • Confused
  • We don’t fully understand what is going on.
  • Faced with a problem
  • Unsure
  • Scared/concerned
  • Upset
  • Frustrated

The next time you answer the phone or you are confronted by a patient who appears to be difficult, start to look at why they are being difficult.

What has caused them to have this behaviour?

I know this can be challenging.

I know I was challenged many times myself, by patients responding in a difficult way.

I started to figure out that if I was able to get to the bottom of what was causing the patient to be difficult, then I was often able to offer a solution.

The best way to get to the cause of why a patient is being difficult is to start asking the patient questions.

Not just any questions but real searching and problem solving questions.

Once you genuinely want to know why the patient is feeling a certain way you will usually get to the bottom of the patient’s frustration.

Asking the right questions leads to:

  • The patient calming down and starting to trust you.
  • The patient opening up to you.
  • A solution.

The real skill in dealing with a “difficult patient”, is to ask calming questions to find what the problem really is, and then offer suitable solutions.

Finding out and then offering a solution is the key to turning a difficult patient into a happy and appreciative patient, and everyone wants that!

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

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.

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

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 is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

****

The post How To Handle The Difficult Patient appeared first on Dental Phone Excellence.

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The Hard Truth About Calls To Your Office https://dentalphoneexcellence.com.au/2019/07/the-hard-truth-about-calls-to-your-office-2/ Tue, 23 Jul 2019 04:55:41 +0000 https://dentalphoneexcellence.com.au/?p=3095 Most of you probably already know what a “call conversion” is. It is a call that comes into your dental office that then becomes an appointment. I like to take this one step further. A call that comes into your dental office that becomes an appointment that is then a kept appointment. When I ask […]

The post The Hard Truth About Calls To Your Office appeared first on Dental Phone Excellence.

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Most of you probably already know what a “call conversion” is.

It is a call that comes into your dental office that then becomes an appointment.

I like to take this one step further.

A call that comes into your dental office that becomes an appointment that is then a kept appointment.

When I ask Dentists what their call conversion rate is at their practice they usually don’t know.

Most dentists don’t know their call conversion rate, because they don’t track and measure it.

Life gets busy in your practice. I know this very well. But there are some areas of your business that are worth the extra effort and are necessary if you want to survive and thrive as a business.

But the main reason why most dentists and business owners don’t track and measure their call conversions is because they don’t know how important it is.

They don’t get this.

So why is it so important to know your call conversion numbers?

Call Conversions are important

Knowing you call conversion numbers means you now know:

  • how many people called your office
  • how many people made appointments
  • how many people did not make appointments
  • why people did not make appointments

Knowing these numbers and this information is priceless!

If you know how many people called your office, you now know if your marketing is working and still worthwhile investing in.

Knowing how many callers made appointments is always important.

But knowing how many people did not make appointments is even more important.

This number may be painful, especially if the number of people calling your office and not making appointments is higher than the callers making appointments.

The good news is, you now know you have a problem.

You are now aware and have the choice to do something about this big problem.

You now know what most dentists do not!

With this information you can look at the reasons why callers are not making appointments and look for solutions to offer the callers.

You now have an opportunity to work on the communication skills needed to handle these type of calls

You will now be able to offer a solution and give your callers an opportunity to make an appointment.

Have you been leaving this up to chance when your team answer calls in your business?

Have your front office team been struggling and you have been unaware?

Your team may have been embarrassed to ask for help or they may have thought they were doing OK.

Track and measure and know for sure what your call conversions are.

Start with your team counting the calls each day and making notes or better still set up Call Tracking so you know exactly what is being said on the calls.

Now you can check these call conversion numbers and you will know if you need help and your team need training.

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.

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

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 August
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 Hard Truth About Calls To Your Office appeared first on Dental Phone Excellence.

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