Something Serious I Am Noticing On Business Phone Calls

As many of you know I listen to a lot of phone calls coming into Dental Practices. I listen, examine and offer the very best training, with strategies to make communication with patients easier and much more effective.

During the day I am also on the phone making outbound calls and receiving calls myself and I am noticing a trend on the calls that is upsetting me.

People answering the business phones are not trying to find a solution or at least start the solution process.

What I am hearing is a lot of brick walls being built and no solution or hope offered to the caller.

When you are talking on the phone with a business you expect, and should receive service with a smile that ends with a solution or a level of hope.

So why is this not happening?

Let me know if you are experiencing this lately or it may be something you have been experiencing for a long time.

My question to you is:

Is this also happening in your business on your business calls.

Are your team looking for a solution when a caller calls your office? Or does the call become a dead end for the caller.

I hope it is not your business people are talking about when they say, “they didn’t help me at all!”

The people that call a dental office are very often in need of an immediate solution or a sense of hope for their problem or concern.

The people you choose to answer your business phones are the people you choose to start looking for solutions.

These are the people who you have given the responsibility to, but have you armed them with the communication skills they need to get the job done?

When people call a dental office they know they are not going to immediately speak to the dentist but they do expect a level of service and care from the person they speak to on the phones.

Choose the people who answer your business phones very carefully. Guide them and set the expectation of what you want from them.

When a person is answering your business phones they cannot be making it up as they go and hoping for the best, they must be shown how to do an amazing job and get results for both your patients and your business.

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