The First Point of Contact With Your Patient, That is Overlooked

The Customer Service Experience

These are the crucial points of the customer service experience you will be forgiven for, if you slip up.

But only if you have built up rapport, familiarity and a connection with your patient right from the start.

Trying to get it right after you have got the first impression wrong on that very first phone call, is hard work and usually never happens.

The Very First Phone Call

On the first phone call build rapport and work on winning over your patient. This involves nurturing and time. It may not happen instantly but with effort and consistency it will happen.

So often I hear patients or prospective patients on phone calls craving a conversation. The people calling your business seem to be building familiarity and rapport but it is not given back by the person in the office answering calls.

This is not how you want to run your business or what you want people to remember the most about you.

First Point Of Contact

When you choose the people who answer the phones in your business, they are the people who are the first point of contact for the caller. You have chosen the people who will now create the very first impression, the people your new patients will hear. And these are the people who will have the biggest impact on your business.

I know it is a scary thought fir many dentists especially if they are concerned right now, that they have the wrong people answering their phones.

Can you see how you need to get it right and have the very best person and communicators answering your business phones?

Choosing The Right People

So if you are recruiting teams for the new year please carefully choose your people. Choose people who are going to be hungry to learn and grow and will respect your patients. Screen the people your let into your business culture.

During the interview stage put the candidates you are thinking of hiring to the test. Give them phone call scenarios and check what their responses are.

After all this is your business and you deserve the best and your patients do as well.

Merry Christmas and a Happy New Year. Watch out, 2022 will be a great year for your business of Dentistry!

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Your team do not need a day off work to attend this Master Class. YOUR TEAM can complete the Dental Phone Excellence Master Class right there in your practice at their own pace. The BEST part of my Master Class is that you have it FOREVER once you purchase the Master Class.

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• Module 6: How to Follow Up Your Patients

• Module 7: Giving the Very Best Patient Experience

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There are a total of 42 Learning Videos and over 60 Worksheets, Checklists, Templates, Scripts and Flowcharts to help support your team’s learning.

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