Do you connect with your caller?
Why do I need to connect with my caller?
How do I connect with my caller?
Making a connection with people is how you build trust and confidence and why they want to do business with you.
Do you often pick up the phone and feel it is a struggle to help the caller because you have no connection?
When a caller phones your Dental Office, you need to establish a connection right away to be able to effectively continue the conversation and help them.
Yes the person calling has called because they need help, but you still need to gain their trust if you want to make them an appointment.
Just think about it for a moment.
The caller does not know who you are. They have usually never met you. Why should they trust you?
Find something you have in common so the caller can relate to you and your Dental Office. It will make it so much easier when you start to ask all those questions and the caller is so more likely to talk to you.
Let the caller talk. Don’t interrupt them. Most of the call should be you asking questions and the caller doing most of the talking. People will trust you more if you let them talk about themselves.
Try to match the caller and their opinions. People warm to people who believe what they believe.
Be agreeable when the caller talks about their Dental Issues. What they are saying may be totally wrong but disagreeing with them over the phone will just push them away and you will make no connection.
One of the best ways to connect to people is just to listen to them. Let them be heard and understood even if you don’t understand. The caller will then be more receptive when they listen to your questions and how you can help them.
Always remember it is while you are listening and connecting with the caller that you learn who they are and how to help them.
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 three 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
