Is everyone in your Dental Office doing what they believe to be their best yet there is no continuity between looking after patients and completing daily tasks?
We do need daily systems in the Dental Office but what if these systems, including how we answer the Phone, are getting in the way of looking after our patients?
My concern is that we need to make sure while we set up Dental Office Systems that they are patient centred systems that take into consideration the needs of the patients first.
I was recently having the glass replaced on my Phone. I was experiencing a place where everything was automatic and systematic.
During my visit to this shop I saw that even though all the team working there knew what they needed to do there was no flexibility to keep the customer happy. If it was not on the list of systems then it could not be changed even if it meant a customer would be more satisfied.
What annoyed me the most was I had been told when making my appointment that my phone could be fixed on the spot. These words created a belief that that would not take too long.
When I arrived at the store I was told the repair to my phone would take 1 hour. I was surprised and had not anticipated this wait time.
I wish someone had told me this.
When I complained about this I was directed to complete the feedback form online.
Did this woman I was talking to right then, not realize I was giving her feedback right then and there!
In the Dental Office when we are trying to make an appointment for a caller we do need to have Appointment Scheduling Systems to follow but we also need to be slightly flexible to meet the needs of the patient. It is about finding a happy medium between running an efficient and productive office and keeping patients happy.
A successful Dental Office can never have one without the other.
You need both.
Having a system when answering the phone is so important.
Everyone answering the phone calls knows what to say and ask the caller great questions to determine their needs but more importantly creates patient satisfaction for the caller before they even arrive for their appointment.
The caller is fully aware of when and how long the appointment is and what will happen at the appointment.
Reducing surprises for your Patients is always best. Having a great Phone Answering Systems will go a long way towards eliminating any surprises.
This blog will feature simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental Phone Experiences, and ultimately, improving your practice profitability.
At present I have availability for two new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at jayne@theDPE.com