Great your phones are ringing hot, your external marketing is doing it’s thing and driven lots of qualified potential patients to call your office.
But there is ONE BIG PROBLEM.
You are still not getting enough new patients, or the appointment is made and the potential New Patient calls to cancel their appointment or just does not show up!
Does this all sound too familiar?
I know this does happen, it happened in my own dental practice.
I also see this happening in so many other Dental Practices.
It is a real shame!
All that money being spent on external marketing, the phones are ringing but something is going wrong.
There are practice owners who know their numbers and work out they need to fix this and then there are practice owners who unintentionally have their heads in the sand and either know their numbers are bad and do nothing about it, or do not know their numbers and don’t know they even have a problem to fix!
Well, the good news is I am here to shed some light on what I see causes this problem.
I would love to be able to tell you that it is one problem, and it is a quick fix, but I can’t and I won’t!
What I can tell you though, it can be fixed once you realise what is happening.
I want you to consider this:
For the most part, you do have highly motivated, happy people that you hired to get the job done yet they have never been given any real direction, they don’t know what is expected of them, they are given no goals to aim for and more importantly they don’t know how to do what they need to do.
It’s like dentistry.
Imagine if you stepped out of school and skipped Dental School and just started doing dentistry, making things up as you went along. You wouldn’t do this, right?
It’s sort of the same for your front office team but instead of a dental drill they are holding a phone.
BTW the phone and the dental drill are both important instruments in your dental practice and your business. They are instruments that are required to help your patients and achieve results.
So just like not knowing how to correctly drill your patient’s teeth, the same result happens when your team do not know how to handle phone calls.
When your team do not know how to correctly respond and ask correct questions on the phone the result is often no appointment made or a no show from a potential, high paying, loyal referring patient.
Ouch! I know.
The other big problem I see so often in Dental Practices is a highly trained and highly motivated team who begin to have the life zapped out of them because they do not have enough man-power or often woman-power to be able to answer all of the calls.
On average 1 out of 3 calls go unanswered in a dental office. Yes, that is correct.
This is happening because teams do not have the confidence to answer the number of calls at once or even be able to do each call justice and answer the call correctly, with an appointment being the end result.
So, you can see these two problems add up to not as many patients booking appointments and many not even coming to their first appointment.
It would be great for you all to know this number.
So why keep spending money on marketing?
It’s time to up skill your team’s phone skills and keep a close eye on the volume of calls coming into your practice and the ratio of team you have answering the calls.
The best way to find out the volume of calls coming into your practice, is to track and measure ALL incoming calls.
Stop guessing.
You need to know this exact number.
Your marketing people want your team to convert all the potential patients they send to you.
When you get this right then start increasing your marketing. But if you are not keeping a close check on your team and how they are coping with the calls, and they are failing badly, then you might as well throw all that marketing money away!
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Call Tracking Excellence
Click this link to find out how to get started. It’s that easy! http://www.calltrackingexcellence.com/
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If you want to know about the Dental Phone Excellence System I developed over many years working in my own Dental Practice and the same System I now share with many Dental Teams, then give me a call or send me a quick email.
The teams I have worked with all say how much easier it is using the Dental Phone Excellence System, when they answer calls and how many more kept appointments they make and confirm for their patients.
1300 378 044 or jayne@thedpe.com.
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Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.
If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..
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