Dental Phone Excellence https://dentalphoneexcellence.com.au Phone Conversion Coach Tue, 28 Jan 2020 08:10:23 +0000 en-US hourly 1 https://wordpress.org/?v=5.2.5 153384605 How To Get Your Patient To Show Up And Be On Time https://dentalphoneexcellence.com.au/2020/01/how-to-get-your-patient-to-show-up-and-be-on-time/ https://dentalphoneexcellence.com.au/2020/01/how-to-get-your-patient-to-show-up-and-be-on-time/#respond Sun, 26 Jan 2020 21:38:01 +0000 https://dentalphoneexcellence.com.au/?p=3430 There are many challenges running a successful dental practice and making sure patients turn up for their appointment and arrive for their appointment on time is a big one. When patients don’t turn up for their appointment or arrive late for an appointment, it affects your appointment schedule and all of your other patients and […]

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There are many challenges running a successful dental practice and making sure patients turn up for their appointment and arrive for their appointment on time is a big one.

When patients don’t turn up for their appointment or arrive late for an appointment, it affects your appointment schedule and all of your other patients and their appointments.

This is not good! This is a good way to lose patients who are turning up and on time.

So why does this continue to happen in many dental practices?

Is your patient at fault?

Or is there something you should be doing that you are not doing to help patients stay on track for their appointments?

Like any problem that is happening in your practice, it is important to find the cause of the problem and a solution rather than just blaming your patients.

Blame does not solve the problem of patients being late and not turning up for appointments.

I see many practices not measuring and keeping track of their patient’s appointments and those that fail to attend appointments or run late for appointments.

This problem then gets out of control and has a big impact on the production of the practice and the patient’s overall satisfaction with you and your practice.

So how do you ensure patients attend their appointments and are on time?

Start by looking closely at the type pf patients you are attracting to your practice. You want patients who are serious about their dental treatment and care. This comes down to your marketing and the referral system you have in place.

The people you attract to your business are the people you are now trying to convert and keep as long term patients.

I had a close look at the patients at our practice, who were not turning up to their appointments.

I looked at who they were:

  • New Patients coming to their very first appointment
  • New Patients who had cancelled before
  • Existing patients who had previously cancelled appointments
  • Existing long term patients who had a valid reason for not showing

I then tracked and measured these groups of patients and looked at the patients who turned up late for their appointments as well as those patients who did not turn up for their appointment.

I then analysed how the appointments were set up for these patients.

Ask yourself these questions:

  • Was the patient committed to the treatment and care that was going to happen at the appointment? There are a number of questions you need to ask to check if the patient is ready, willing and able to keep the appointment.
  • Was the patient clear about the treatment and care?
  • Did the patient have a level of urgency and concern?
  • Was the patient committed to the appointment time and day?
  • Was the patient ready to get started?

If the patient has not made a true commitment to the treatment and care and the appointment time and day then they are not ready.

Something else to mention that is very important.

Be careful you don’t start to accept that turning up late or not turning up at all is acceptable. When you make things easy for your patients, then your patients will continue the behaviour of being late or not showing and think it is all okay.

I always say to teams that the number one reason why a New Patient is late for their appointment is because you have helped then be late.

Now ask yourself these questions:

  • Did you go over the location and parking at the practice?
  • Did you ask how they will be travelling to your practice so you can assist them with public transport?
  • Did you mention to the New Patient, the importance of arriving early for their appointment and give them a specific number of minutes for their early arrival?
  • Did you give them a reason they need to arrive early for their appointment? (To go over some important things before their appointment.)

When you set up an appointment, especially for a New Patient, you need to be very exact and specific about the patient’s first arrival at your practice. Be clear with your directions on how to find your practice and include landmarks to make it easy.

When you get onto patients who fail to attend appointments and are late for appointments you will see a big change in your appointment book.

This is so much better than hoping your patients arrive for their appointment and arrive on time.

………………………………………………………………

ACAS2020

I have the honour of speaking at ACAS2020 in Sydney February 21-22.

Find out how your team can convert more Phone Enquiries into kept Appointments.

If your team don’t know what to say on the phone and are not ready to book in appointments for Clear Aligners, then you will be missing out on a lot of patients.

I will be giving you tips and ideas on how to convert calls to kept appointments.

Get your tickets now. Don’t miss out!
https://acas2020.com/

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

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.

For those of you, who are ready to get started call me on 1300 378 044 or email jayne@thedpe.com

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as I have all the information you will be the first to know!

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

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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I Wish I Could Bottle This For You https://dentalphoneexcellence.com.au/2020/01/i-wish-i-could-bottle-this-for-you/ https://dentalphoneexcellence.com.au/2020/01/i-wish-i-could-bottle-this-for-you/#respond Sun, 19 Jan 2020 04:16:03 +0000 https://dentalphoneexcellence.com.au/?p=3427 “If you are SURE others will be SURE about your words. As soon as you sound UNSURE, then people WILL doubt you.” This was a quick message I posted on facebook a few weeks ago. I posted this after I had been listening to a number of people both in and out of the Dental […]

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“If you are SURE others will be SURE about your words. As soon as you sound UNSURE, then people WILL doubt you.”

This was a quick message I posted on facebook a few weeks ago.

I posted this after I had been listening to a number of people both in and out of the Dental Profession who were very unsure of themselves and what they were doing. I immediately responded to their uncertainty or lack of confidence with my own uncertainty.

Their lack of confidence and certainty rubbed off onto me.

It made me think about our dental practices and patients.

How can you ever expect your patients to be sure about anything if you show them you are unsure.

When you are unsure you are screaming to others that you don’t know what you are doing, you are going to get it wrong, something bad will happen. it won’t all work out and it’s best not to follow your advice.

Can you see the problem when you are unsure.

Now I am not saying that your patients expect you and everyone on your team, to know the answers and have an immediate solution every single time, but when you don’t know you can still be sure by finding the person who does know.

Sureness is confidence. Confidence is knowing or knowing someone who does.

I often get asked by teams and sometimes even by Dentists, “how can I become more confident with my patients?”

It is a great questions and one that definitely needs to be addressed for many people.

You can develop confidence in yourself and confidence in others.

So why does one person seem to have confidence and another does not.

I wish I could bottle confidence and sell it. I would be a billionaire.

Confidence is all about how we respond and act with others in different situations.

Showing others that you are confident can be learned and implemented over and over again especially in the work place.

Arming yourself with skills, knowledge and the right action to take is the best start to building confidence and sureness.

You are now ready.

Being ready gives you great confidence immediately.

When you believe you are ready for anything you will automatically exude confidence.

Your patients are very aware of many things. One of them is reading you and your confidence.

I see this especially on phone calls at the practice.

When your team answer the phone and say the very first greeting, the caller can tell how sure you are.

The caller will also start to become confident in the dentist they will be seeing even though they haven’t met them yet. Your team influence what your patients think about you.

When you are confident on the phone the caller is more likely to follow your lead, make an appointment and keep the appointment. Once you appear unsure the caller starts to feel unsure and then you know what happens next. No appointment is made or the caller makes the appointment and cancels or just doesn’t show up.

Knowing what to say to your patients and when to say it on and off the phone, is so important. When you have these skills you WILL be more confident.

I see a level of uncertainty and lack of confidence when patients arrive at the practice. You want to be in control, confident and ready when a patient arrives at the practice.

All patients should be greeted as they arrive, this means stand up and move towards your patient. Take the lead and introduce yourself and let the patient know what the next step is. This is what your patients want. Your patient wants to know they are in good hands and the right hands as soon as they step foot in your practice.

You can see how important this bottle of confidence is!

So start at your practice by fostering team confidence in your work environment. Give you team an opportunity to speak up, contribute and feel empowered that they are making a difference.

Provide ongoing training and education so you and your team can maintain a level of confidence and competence.

Lift each other up and make everyone feel worthwhile and important. This is a great confidence booster.

Confidence can be developed over time to help you be sure and to help your patients be more sure.

………………………………………………………………

ACAS2020

I have the honour of speaking at ACAS2020 in Sydney February 21-22.

Find out how your team can convert more Phone Enquiries into kept Appointments.

If your team don’t know what to say on the phone and are not ready to book in appointments for Clear Aligners, then you will be missing out on a lot of patients.

I will be giving you tips and ideas on how to convert calls to kept appointments.

Get your tickets now. Don’t miss out!
https://acas2020.com/

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

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.

For those of you, who are ready to get started call me on 1300 378 044 or email jayne@thedpe.com

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as I have all the information you will be the first to know!

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

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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You Need To Know This About Every One Of Your Patients https://dentalphoneexcellence.com.au/2020/01/you-need-to-know-this-about-every-one-of-your-patients/ https://dentalphoneexcellence.com.au/2020/01/you-need-to-know-this-about-every-one-of-your-patients/#respond Sun, 12 Jan 2020 00:59:24 +0000 https://dentalphoneexcellence.com.au/?p=3418 When you see a patient for the first time there is so much you need to know before you can start treatment. You look at the appointment that has been confirmed in the Appointment Book, you get the appointment description and maybe a few notes regarding the patients dental problem or concern and that is […]

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When you see a patient for the first time there is so much you need to know before you can start treatment.

You look at the appointment that has been confirmed in the Appointment Book, you get the appointment description and maybe a few notes regarding the patients dental problem or concern and that is usually it.

Wouldn’t you agree?

So is this enough?

Is the information that is recorded from that first phone call and the appointment description enough for you to successfully look after the new patient?

I will say to you, NO it is not enough!

Before you can treat a patient you need to know more than just their dental problem and concern.

You need to know about the person sitting in front of you.

You need to know the New Patient’s Story.

I know there are many dentists who would want to say to me right now…..

“Why?”

I spoke to a Dentist recently who said to me, “but I just want to get stuck into treating my patients. I don’t want to waste valuable time getting to know them or their story.”

My response was, “it depends on whether you are looking for patients who come and go from your practice or patients who become long term patients who go ahead with treatment, keep their appointments and refer their family and friends to your practice.”

In your patient’s story lies the answer you need to help patients go ahead with their treatment.

What drives your patient is revealed when you get to know your patient.

You find out what is stopping your patient from going ahead with treatment. When you know your patient and what is standing in their way of starting treatment then you can offer solutions.

If you know your patient’s story, you understand where your patients are coming from and you see their perspective. Once you do this, you will be able to present treatment to your patient in a way they understand and will want to go ahead with.

The other amazing benefit for both you and your patient, when you know your patients story, is your patient will feel acknowledged and understood and will now trust you.

When you acknowledge and understand a patient you can now easily communicate with them and connect with them when you present treatment.

One of the best ways to find out your new patient’s stories is on the first phone call.

When your team are asking all of those questions they ask on the New Patient Call, make sure they are also finding out about the caller, not only their dental problem and concern.

I bring this up continually when I work with Dental Teams.

This is the gold on that first phone call.

Your team have the opportunity to find out so much about the caller on that first phone call.

Now the important part.

Get your team to write it all down. Record the New Patients Story in the appointment notes, ready for you to read.

Now you know so much more about your New Patient when you meet them for the first time at their appointment.

Your New Patient will love this.

You can now easily have a conversation with your New Patient then move onto their dental problem and concern.

That initial connection at the first appointment is where the patient’s trust and confidence in you starts.

You don’t want to ever miss out on the opportunity to get it right with a New Patient, you may not get another chance if you get it wrong.

So my advice always is to find out your patient’s story, but only if you are looking for a long term relationship with them!

………………………………………………………………

ACAS2020

I have the honour of speaking at ACAS2020 in Sydney February 21-22.

Find out how your team can convert more Phone Enquiries into kept Appointments.

If your team don’t know what to say on the phone and are not ready to book in appointments for Clear Aligners, then you will be missing out on a lot of patients.

I will be giving you tips and ideas on how to convert calls to kept appointments.

Get your tickets now. Don’t miss out!
https://acas2020.com/

 

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/

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as I have all the information you will be the first to know!

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

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 Know This About Every One Of Your Patients appeared first on Dental Phone Excellence.

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These Are The People We All Need In Our Lives Right Now And Always. https://dentalphoneexcellence.com.au/2020/01/these-are-the-people-we-all-need-in-our-lives-right-now-and-always/ https://dentalphoneexcellence.com.au/2020/01/these-are-the-people-we-all-need-in-our-lives-right-now-and-always/#comments Sun, 05 Jan 2020 06:12:27 +0000 https://dentalphoneexcellence.com.au/?p=3411 As I sit in my home praying for no wind, low temperatures and rain during the bush fires that are 30km away, and have ravaged many parts of Australia, I am reminded of the human spirit and what many people are made of. At this awful moment in the history of Australia, many of us […]

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As I sit in my home praying for no wind, low temperatures and rain during the bush fires that are 30km away, and have ravaged many parts of Australia, I am reminded of the human spirit and what many people are made of.

At this awful moment in the history of Australia, many of us are living through the absolutely heart wrenching fear of losing their home, their memories, their hearts and even more terrible, losing their loved ones.

I am living this fear right now along with many of you or people you know.

The fear that I am about to be robbed and my hands are tied and everything material will be taken from me except what is packed in my car.

I have never experienced this before and it is very difficult!

Many of us who are experiencing these horrific bush fires first hand, know exactly what I am writing about and if you don’t I know exactly, you can imagine what it is like. The whole nation can.

What I have noticed over the last week is the amazing human spirit of determination, loyalty, community and generosity.

Of course I have grown to expect nothing less here in Australia.

We are no stranger to the harshness of our land and once we work out how to live in harmony with our land we will be much better off.

You might remember my post this week, “2019 seems to be ending with a real theme for me. Being affected so closely by bush fires we are getting a dose of heroism, determination, vigilance, community and “I’ve got your back.”

I am seeing so much support and reaching out to people in need.

People in the bush fire affected communities seem to know that someone will always “have their back.”

I often wonder how people who have lost everything material to them, can still keep their spirit alive and kicking!

The firefighters both paid and volunteers, have been amazing in our area of the Southern Highlands, NSW.

They are ready and willing to leave their own families and homes to help someone else and their family.

Who does this?

What type of person makes this selfless choice to help others?

Firefighters do this! Both men and women.

The name fire fighter says it all.

They are fighters.

Fighters of fires, fighters of life, fighters for people’s property and people’s memories.

A fire fighter is selfless, knows the need for excellent communication, knows how to work as a team, is dedicated and can adapt to certain situations.

I have been listening to the fire fighter tracking app to get first hand updates and not once have I heard anyone be rude, annoyed or stressed. Everyone has been so professional and just getting on with the job of helping others.

I have been so impressed.

Imagine if you had a firefighter on your team.

Maybe you already do.

Keep our firefighters safe, well rested, well fed and very importantly well loved.

We need you so we can get through such a difficult time together as a nation.

I know I do! Thank you.

………………………………………………………………

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/

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as I have all the information you will be the first to know!

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

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 Small Changes That Will Skyrocket Your Practice In 2020 https://dentalphoneexcellence.com.au/2019/12/the-small-changes-that-will-sky-rocket-your-practice-in-2020/ Sun, 29 Dec 2019 21:48:41 +0000 https://dentalphoneexcellence.com.au/?p=3406 Can you believe we are about to enter the year 2020? A new year usually means a whole bunch of resolutions you make on New Year’s Day both personal and for your business and most of them you will never keep or achieve. Sorry to be so blunt! If it makes you feel a better […]

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Can you believe we are about to enter the year 2020?

A new year usually means a whole bunch of resolutions you make on New Year’s Day both personal and for your business and most of them you will never keep or achieve.

Sorry to be so blunt!

If it makes you feel a better I am guilty of not following through with my New Year’s Resolutions.

I did at one stage think it would be better not to make any resolutions in the first place but I have changed the way I think.

The biggest failure to launch or keep your New Year Resolutions, is you have NO PLAN to see the resolution through.

A resolution is something you work towards constantly during the year.

Like everything you want to achieve you need a well thought out plan, strategy, process, desired outcome and result.

Good resolutions help you achieve a specific goal.

So what sort of achievable resolutions can you make to help you reach your goals for the year?

This is what you should be asking yourself when we are thinking about New Year’s Resolutions.

Make your New Year’s Resolutions and frame them up with a specific goal.

At your practice you can look at goals you set for 2019 that you didn’t quite achieve, and reset those goals or set totally new goals for 2020.

When you have set those 2020 goals then your New Year’s Resolutions with match those goals.

What type of resolutions can you make with your business?

You may have had tension within your team or you have not got the dream team you want and need. Then your goal is to build and nurture your team to help build and grow your practice. Your resolutions will be to get in touch with your team, set your expectations and continue to monitor their performance and results so your team can help you build your practice.

If you have been getting stuck this year, then go get advice. You don’t have to do it all yourself. 2019 opened my eyes to this fact!

I know myself in my own business I get stuck and others see what I don’t see.

It is the easy and simple things you implement in your business that make the huge differences.

Have you been putting off doing something for your business that you know for sure will help you grow but have just not got around to doing it? Now is the time to do it. 2020 is the year to get going!

Take a moment right now to think about your 2020 goals, write them down and also write down those New Year’s Resolutions.

Keep what you have written in a book close by, so you can refer to them constantly during the year.

You can see that NEW YEAR’S RESOLUTIONS can be very powerful, if you match them to your yearly goals, make them simple to follow, achievable and most effective when you stick to them everyday of the year and beyond.

Thank you to everyone who has stuck with me, reading my blogs, magazine articles and posts, watched my videos and the dentists and their teams who made the decision to work closely with me to build and grow their practice.

I have thoroughly enjoyed your smiling faces, your determination, your curiosity and your generosity in time spent on learning and taking action.

I look forward to continuing to work alongside amazing dental practices to help them get the results they are after.

2020 will be a remarkable year with every opportunity out their available for you to succeed and grow and be the best you want to and can be.

Happy New Year!

………………………………………………………………

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/

 

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as I have all the information you will be the first to know!

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

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 Small Changes That Will Skyrocket Your Practice In 2020 appeared first on Dental Phone Excellence.

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Bad Customer Service. This Should Never Happen. https://dentalphoneexcellence.com.au/2019/12/bad-customer-service-this-should-never-happen/ Sun, 22 Dec 2019 12:11:08 +0000 https://dentalphoneexcellence.com.au/?p=3403 I know I have written about this happening over and over again in the delivery of amazing customer service or should I say, the delivery of bad customer service. You may know what it is. Yes, it’s chit chat among the team at the expense of serving and caring for customers. You know what I […]

The post Bad Customer Service. This Should Never Happen. appeared first on Dental Phone Excellence.

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I know I have written about this happening over and over again in the delivery of amazing customer service or should I say, the delivery of bad customer service.

You may know what it is.

Yes, it’s chit chat among the team at the expense of serving and caring for customers.

You know what I mean, as I am sure you have experienced this yourself as a customer. You end up being ignored because the team, who should be paying you attention and keeping a careful eye on meeting your needs, are too busy talking to each other rather than to you.

Do you think this is happening at your dental office?

I hope not.

I was recently on a flight where the crew were having a rather loud conversation with each other that the rest of the passengers were privy to. It would have been much more professional to use the time they had to discuss their weekend, and instead, acknowledge and converse with their passengers. I am sure there were passengers who would have loved the offer of another beverage.

When you serve customers you are always on stage until you go home.

It is so important to let your team know this.

After all your team only know what they know.

The very best customer service Is customer centered not team centered.

When you go through what is expected of your team then this is the time to go over how you want them to interact with customers and each other.

A clear line in the sand is needed so there is no confusion or misunderstanding when it comes to the level of customer service that your team are expected to deliver to your patients.

When it comes to delivering the most amazing customer service, you never want your team making it up as they go. This is when mistakes can happen.

I hear dentist say that they have the right team who just know what to do. I still believe you need to set the expectation. This is your business and patients and the right team will always be alright with you setting reasonable high expectations.

The wrong team will not.

So don’t accept less in your business. Why would you want that and why would you want that for your patients?

………………………………………………………………

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/

 

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as I have all the information you will be the first to know!

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

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 Bad Customer Service. This Should Never Happen. appeared first on Dental Phone Excellence.

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Are You Getting This Right? https://dentalphoneexcellence.com.au/2019/12/are-you-getting-this-right/ Tue, 17 Dec 2019 19:05:46 +0000 https://dentalphoneexcellence.com.au/?p=3396 The Patient Experience begins at the first personal contact with your Dental Office, with the person you hire to answer your phones. The last point of contact may also be this same person. Do you know how important it is to hire the RIGHT person to be that first point of contact? I see the […]

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The Patient Experience begins at the first personal contact with your Dental Office, with the person you hire to answer your phones.

The last point of contact may also be this same person.

Do you know how important it is to hire the RIGHT person to be that first point of contact?

I see the role of the person who answers phones in a dental office now starting to be fully realised by the Dentists who hire these people.

I see excellent Dentists doing the very best dentistry and working hard to create the very best patient experience, and it ALL falls down when the person answering the phones is the WRONG person or a person who just does not have the skills to do the job well.

The Dentists scratches their head wondering what is happening.

“Why is my marketing not working?

“Why do I not have enough new patients?”

“The phone must not be ringing very much.”

The phone is ringing but the calls are just not being converted to appointments.

The Dentists I work with finally get it and realise that they need to either change the people answering their phones and/or up skill their existing team who have a great attitude but struggle coping when the phone calls.

Over the last twenty years Dentistry has changed dramatically.

Once upon a time every call that came into your dental office converted to an appointment.

Now with the internet and many sources of information our potential patients are:

  • researching us
  • reading other people’s reviews and experiences about us
  • asking so many more questions
  • resistant to going ahead

The people answering your phones need to be well armed and ready to handle all of these calls but unfortunately most people are not.

There is no point pouring large amounts of money into marketing your practice if the person answering your phones cannot make appointments for the people who call your office.

This does not add up.

Sit down and do the maths. If it doesn’t add up then you know something is wrong.

The person answering your calls needs to be excellent at answering the phone.

They need to be able to handle each call so the outcome is that an appointment is made.

This takes knowing how, practice, and measuring results.

So think carefully about who is answering your phones.

Check to see if they are doing an excellent job, a good job, an average job or a bad job at answering the phone.

It is time that Dentists realise the responsibility they give to the person who has the phone in their hand.

You rely on the person answering the phone in your business to make appointments for each and every caller.

After all, isn’t that the reason why those people have called your dental office?

………………………………………………………………

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/

 

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as I have all the information you will be the first to know!

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

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 Are You Getting This Right? appeared first on Dental Phone Excellence.

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If Your Team Are Feeling This Then Here Is What To Do. https://dentalphoneexcellence.com.au/2019/12/if-your-team-are-feeling-this-then-here-is-what-to-do/ Mon, 09 Dec 2019 18:13:09 +0000 https://dentalphoneexcellence.com.au/?p=3394 Have you heard one of your team say, “but I can’t force the person on the phone to make an appointment.” What your team are saying is, “I am really struggling to know what to say on the phone, so I can make the caller an appointment! This is a very common struggle that Dental […]

The post If Your Team Are Feeling This Then Here Is What To Do. appeared first on Dental Phone Excellence.

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Have you heard one of your team say, “but I can’t force the person on the phone to make an appointment.”

What your team are saying is, “I am really struggling to know what to say on the phone, so I can make the caller an appointment!

This is a very common struggle that Dental Teams have when they answer the phones.

They are trying to make appointments but start to think and believe they sound pushy.

You may have even heard this, “that just sounds so pushy and “salesy.”

I do understand where your team are coming from.

I also believed I sounded pushy when I was answering calls in my Dental Practice.

shutterstock_581922091

The first step to overcome this real struggle, is to start believing you are not forcing the caller to do anything, you are helping them to choose what is best for them.

A big part of your job when you answer calls in a dental practice is to help the caller the best way you can.

This does mean you often need to suggest what is best for them.

This also means you need to use the type of language with the caller, that will also help persuade them to make that appointment. The appointment that is going to help them the best.

So what type of language do you use?

A great way to help patients is to use persuasive language.

You start by listening to the caller, so they feel acknowledged, validated and important, then you offer a suggestion for the next step.

People that call a business of any sort, want to know what is next and more importantly they want you to tell them what is next.

This is often what happens in a Dental Office, on the phone call, you hold back from offering what is next because you believe it sounds pushy and salesy.

You believe you are trying to force the caller to do something they don’t want to do.

The reality is you are suggesting what is best for them.

When the caller is ready in the phone conversation, you can then suggest making the appointment.

“It sounds like we should make an appointment for you straight away. Would you prefer morning or afternoon?”

Letting go of the belief you are being pushy will give you so much more confidence on the call and you will start to focus on really helping your patients as best you can.

………………………………………………………………

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/

 

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as  I have all the information you will be the first to know!

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

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 If Your Team Are Feeling This Then Here Is What To Do. appeared first on Dental Phone Excellence.

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One Question You Need To Get Right With Your Patients https://dentalphoneexcellence.com.au/2019/12/how-to-end-this-in-your-dental-practice/ Sun, 01 Dec 2019 11:29:08 +0000 https://dentalphoneexcellence.com.au/?p=3388 There are a number of questions not to ask your patient but my all time least favourite is….. “Have you been here before?” Why is this such a bad question to ask? Because you might as well say….. ““Who are you?” “I don’t remember who you are?” And what your patient hears is…… “You are […]

The post One Question You Need To Get Right With Your Patients appeared first on Dental Phone Excellence.

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There are a number of questions not to ask your patient but my all time least favourite is…..

“Have you been here before?”

Why is this such a bad question to ask?

Because you might as well say…..

““Who are you?”

“I don’t remember who you are?”

And what your patient hears is……

“You are not important to me.”

“I have never seen you before.”

“You are not special.”

If you want to send your patient the message that you don’t really care and you don’t acknowledge them then keep asking your patients this question, “have you been here before?”

 

Look I do know why this question is asked and it does sort of make sense.

When a person calls your dental office you want to know if they are a New Patient or Existing Patient. This is great but have a good look at how you find this out.

So what do you say when a caller rings and you want to find out if they are an existing patient or a new patient without actually offending them?

I did work with a dental office where the front office coordinator appeared to know nearly every one of her existing patients when they called the office but let’s get real, most of us are not this gifted in identifying our patients by their voice.

You want to find out the name of the caller first.

“Hi Jenny when was your last appointment with Dr Brown/ at Brown Dental?”

This identifies the caller immediately as an Existing or New Patient.

If they are an Existing Patient, you want to look up their patient file.

You can now go to their appointment and will be able to see their first and last name.

You can also ask Jenny for her surname. If you feel the patient would expect you know who they are then always be polite and say, “ I thought it was you Jenny!”

No one is perfect, except the front office coordinator I spoke about previously but she was especially talented in the memory department!

Can you see how this is so much better than, “have you been here before”, especially if this patient has been coming to your practice for the last 10 years?

You want to speak to your patients at all times in a way that eliminates or reduces any awkwardness, embarrassment or perceived rudeness.

We all know that some of our patients are more memorable than others for a number of reasons, both positive and negative.

I know they are just words but they are words that can help you avoid a sticky situation where a patient is hurt that you don’t remember them.

Keep in mind we all love to be acknowledged and noticed. Don’t you?

 

………………………………………………………………

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/

 

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as  I have all the information you will be the first to know!

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

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 Get Right With Your Patients appeared first on Dental Phone Excellence.

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One Of The Best Ways To Set Yourself Apart From The Rest https://dentalphoneexcellence.com.au/2019/11/one-of-the-best-ways-to-set-yourself-apart-from-the-rest/ Sun, 24 Nov 2019 07:46:01 +0000 https://dentalphoneexcellence.com.au/?p=3375 Setting yourself apart and having a point of difference in your business has never been as important as it is right now. So how do you set yourself apart from the rest? I believe an easy and quick way to have an amazing difference is to get the first phone call to your business, right! […]

The post One Of The Best Ways To Set Yourself Apart From The Rest appeared first on Dental Phone Excellence.

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Setting yourself apart and having a point of difference in your business has never been as important as it is right now.

So how do you set yourself apart from the rest?

I believe an easy and quick way to have an amazing difference is to get the first phone call to your business, right!

When your team answer the first phone call from a prospective patient, they need to create the right first impression.

The first impression on the first phone call happens within a few seconds.

To ensure you have the right person answering the first phone call the right way, ask yourself this:

Do the people on your team answering calls have the right voice?

You want the designated people on your team answering calls. to have a voice that is welcoming, polite, friendly, warm, interesting, clear with the right amount of volume.

You do not want the person answering your phones to have a dreary, sleepy, uninterested, muffled voice that is hard to understand and hear.

This is a bad start to any phone call.

Listen to your team and ensure you are hearing what you want all your patients to hear.

Do the people on your team answering calls know what questions to ask?

Are they asking the caller’s name and saying it back in a cheerful manner that gives the caller the impression you are ready to help them and they have called the right dental practice?

You can very quickly give the caller the wrong impression and it can put them off wanting to continue the call and make an appointment.

Most people when they call a Dental Office have a lot of questions and have a lot to say to you, so listen and be polite.

Giving the caller time and attention is something many offices overlook.

If you give the caller time, and you listen, then you are off to a head start straight away.

You have set the tone.

In the first thirty seconds of that first call, the caller has already decided if they like your office and want to do business with you.

Now don’t be tempted to start answering all the questions immediately, take your time and ask your own questions.

Get the caller doing most of the talking.

The caller will appreciate your concern and attention.

People love to talk so let them talk.

Find out what you need to know and listen.

You are now building rapport just by listening.

How easy is that?

The next step is so much easier.

Once you have listened to the caller, you know their dental concern and they will be ready to make their appointment.

So setting yourself apart from the rest is about listening and spending time with a caller.

This is missing from so many calls being made to dental offices.

Make sure it is not missing from your dental office.

Make a difference and make the difference.

You don’t ever want to be missing out on the opportunity of a caller becoming your New Patient.

 

………………………………………………………………

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/

 

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

Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as  I have all the information you will be the first to know!

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

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 Of The Best Ways To Set Yourself Apart From The Rest appeared first on Dental Phone Excellence.

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