Today I want you to walk past your Front Desk and listen to the people answering the Phones.
Listen to what they are saying on the Phone, how they are saying it, what questions they are asking and are they listening to the person on the Phone.
Answering the Phone in a Dental Office is a HUGE responsibility. I believe Dentists and Business owners have known this for many years but have just started really recognising the role of the people in their business whose job it is to answer the Phone.
A person whose role has such a responsibility to the success or failure of your business, needs to be chosen very carefully.
Everyone can pick up the Phone and Answer it but not everyone can do it correctly with excellent results.
Don’t compromise by having the wrong person there to answer your Phone.
What if the person who is answering your Phones is actually turning patients away and you have no idea this is happening?
Not everyone is suitable to be answering your Phone.
It doesn’t make sense!
Here is my checklist to see if you have the right person answering your Phones:
- Are they friendly, agreeable and ready to learn?
- Are they a great listener?
- Can they ask questions?
- Do they follow directions?
- Can they accept criticism?
- Are they persistent?
- Are they a creative thinker?
- Do they want to help people?
- Do they want to improve your Business?
If everything on the checklist is not ticked off, then you need to rethink if that person is suitable to be answering your Phone.
Once you find the right person you then need to provide them with the skills to be able to answer the Phone correctly.
Do you want people answering the Phone and making more appointments for you?
Do you want the people answering the Phone to be making Appointments and patients arriving ready to get started?
Do you want people answering the Phone who keep people in the Appointment Book and reduce Cancelled Appointments?
Do you want people answering the Phone so you have a healthy, productive Appointment Book?
Of course the answer is YES, YES, YES and YES!
Find the RIGHT person then train them to be Excellent not just OK.
Make it a priority in your Dental Business to have the right people answering the phone, trained people, people who know and meet your expectations and enjoy every call they make and receive.
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