You must be wondering what that one thing is that will wow potential patients and the patients you already have.
Well, there are many things we can all do on the phone and in our Dental Practice, that will make a huge difference to our patients and how they feel.
But there is one action that WILL WOW your patients………..
Be a PROBLEM SOLVER for your patients.
Yes that’s right……be a person who solves problems.
I know I continue to write about the importance of being a problem solver on the phone, but it is super important.
A problem solver is a person who searches for a solution and keeps trying to help.
Now I know the person answering phones in a dental office, is not the Dentist and they cannot diagnose the caller’s dental problem but they can start to offer a way to help the caller.
You start to do this by asking questions to find out what the caller’s dental issue and concern is.
What do I need to find out on the call?
What does the caller need help with?
How can I help them best?
What solution or offer of hope can I give them?
When people call a dental practice they are looking for help most of the time. Now is the time to ask questions to find out more and LISTEN to the caller. Give the caller time to tell you what is happening or has happened, as well as what they want to happen.
Then ask more questions, offering one or more solutions and then making and confirming an appointment.
Have you ever called a business and the person on the phone hardly asks you any questions and does all the talking and doesn’t let you get a word in? Yes we have all had this happen but be careful you may be doing the exact same thing to your patients on the phone.
Start paying attention on the phone calls and if you find yourself doing all the talking, stop, take a deep breath and ask a question, then ask another question.
The caller will be more relaxed with you and feel acknowledged and now you can really start to wow them by offering solutions.
This works very well on the New Patient and with Existing Patients.
People love people who help them and start to find solutions to their problems.
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This blog features 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.
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• Module 6: How to Follow Up Your Patients
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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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Call Tracking Excellence
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