Most of the time we focus on complex things and forget how much added value a minor thing can bring. We make considerable efforts to promote our services and to get more and more patients to choose us from the multitude of dental clinics present on the market. Even so, the number of patients stays constant and, beyond the efforts made… the number of appointments does not grow. What is happening, then, at the other end of the phone?
How do we make sure the person at the Front Desk performs and turns 100% of incoming calls into clinic visits? By establishing clear protocols and developing scripts adapted to every patient typology.
Here are a few rules of a successful phone conversation that must be found in any successful script:
Empathise every time! Patients look for comfort and safety from the first phone call.
Establish the patient's needs! Most of the time, patients need help identifying their needs so that solutions can be offered.
Listen carefully and do not interrupt! You will learn that active listening is one of the most useful tools for converting a new patient into a loyal patient who recommends your services.
Offer correct information and personalised solutions!
Thank them! Regardless of how the discussion goes, make sure you have thanked them.
If you want to learn more about how a single phone call can equal the sale of a treatment plan worth thousands of euros, join the Dental Office Managers course. Costina Papari (Operations Manager at DENT ESTET) will show you step by step how to win patients from phone calls, in the "Patient Management" course.
Discover ADOM's Dental Office Managers programmes and learn how reception can turn every call into an accepted treatment plan. Find out more at www.dentalmanagers.ro/program-cursuri.