Do You Know The Exact Number Of Phone Calls Coming In To Your Dental Practice Each  And Every Day?

Do You Know The Exact Number Of Phone Calls Coming In To Your Dental Practice Each And Every Day?

 

I wrote an article at the start of the year about the Five Essential Numbers I’d be tracking and measuring in my dental practice as we start into the new year of 2021.

Last week I shared an article about monitoring daily production and collection numbers.

Today we are going to talk about monitoring the number of phone calls coming in to your dental practice.

You need to ask yourself these questions:

And you need to know these numbers on a daily, weekly, and monthly basis. [Some may even say on an hourly basis]

Because you want to know when your phone is ringing, and when it is not ringing.

How many phone calls are coming in to your dental practice each day?

Is your dental practice phone ringing?

The number of calls coming in to your dental practice each day determines how many people you need to be employing to answer the phone when it rings.

If your dental practice is receiving only ten calls per day, then you probably could get by withy only one designated person answering your practice phones.

However, if your practice is receiving thirty or more incoming calls of any type per day, then you will need to have more than one skilled person answering your phones to adequately service those people calling your office.

Once we know the number of times your dental office phone rings, the next thing we need to be looking at closely is the dissection of what type of calls exactly that your dental office is receiving.

This means keeping a record of the conversations had with each and every caller, and the purpose or intention of each one of those calls.

How many of those calls are new patients calling to make an enquiry or an appointment?

Remember, a request for an appointment, and an enquiry about a dental procedure, are the same thing.

This is because nobody phones a dental practice to find out about dentistry, when they can Google search the answer they are looking for.

The reason a caller phones a dental practice and asks the cost of a procedure, is because that person is in need of that procedure.

Once we a cognisant with this fact, then we can answer price enquiries by leading the caller to the appointment  that they are in need of.

Knowing how many people are calling for an appointment allows our dental practice to schedule and plan the size of our practice as well as the hours of operation of our dental practice, so that our practice can satisfy that demand.

How many of those new patient enquiry calls result in a made and kept appointment?

The ratio of made and kept appointments compared to the number of enquiry phone calls is our CALL CONVERSION RATE.

The Call Conversion Rate is an indication of the conversational skills of those people answering your dental practice phones.

As I said before, nobody phones a dental practice for the fun of it. Everybody phones a dental practice because they have a dental problem that they need solving. And the role of the person answering that dental office phone is to schedule an appointment for each caller in such a way that when the phone call has ended, the caller thinks to themselves:

“I am so glad that I have called this dental practice and made an appointment, and I am so looking forward to that appointment that hope that they will call me and bring that appointment forward if possible.”

The Call Conversion Rate will be a number that each person answering the phone will have, as well as a number that the practice will have.

How many existing patients are calling to make an appointment?

All patients leaving the practice following an appointment should leave with a future appointment made.

The only patients [existing patients] who should be phoning the dental practice are those experiencing pain or discomfort or have a broken filling or tooth.

Knowing this number on a monthly basis allows us to schedule sufficient emergency flex time in our days so that we are not turning these patients away in their “hour of need”.

How many patients with appointments are calling to reschedule or cancel those existing appointments?

This number should be as low as possible. There are reasons why this number does get high in dental practices, and there are ways to keep this number low.

When this number is high, it means we need extra staff to be taking these calls and to be reshuffling appointments.

Ask yourself these questions:

What are these numbers on a daily, weekly, or monthly basis?

When we know these numbers and how they compare over time, we can forecast rather than react.

The ability to reliably forecast allows us to be ahead of the curve, rather than to be reacting AFTER the horse has bolted.

Knowing these numbers allows us the luxury of knowing which of our staff members are better at scheduling appointments, and knowing which of your staff members are allowing patients with treatment booked to cancel or reschedule their made appointments.

When we know these numbers it allows us as practice owners to be able to educate and train our team accordingly.

Having a detailed knowledge of these numbers allows practice owners to remove the guesswork from their forward forecasting.

And that’s a much better place to be coming from.

Measuring your incoming phone call numbers on a daily basis will take you a long way towards building the dental practice of your dreams in 2021….

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Online Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this unique online ZOOM workshop Saturday March 20, 2021

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Customer Service Lessons From J. Willard Marriott

Customer Service Lessons From J. Willard Marriott

This quote came across my desk again this morning:

“It’s the little things that make the big things possible. Only close attention to the fine details of any operation makes the operation first class.”

It’s a quote from J. Willard Marriott.

According to Wikipedia, John Willard Marriott, Sr. (September 17, 1900 – August 13, 1985) was an American entrepreneur and businessman. He was the founder of the Marriott Corporation, the parent company of the world’s largest hospitality, hotel chains, and food services companies. The Marriott company rose from a small root beer stand in Washington DC in 1927 to a chain of family restaurants by 1932, to its first motel in 1957. By the time he died, the Marriott company operated 1,400 restaurants and 143 hotels and resorts worldwide, including two theme parks, earned US$4.5 billion in revenue annually with 154,600 employees. The company’s interests also extended to a line of cruise ships.

Do you think he knew what he was doing?

Or do you think it all happened by accident.

Marriott’s philosophy, of focusing on the little things, was pinnacle in helping him to create an empire to be proud of.

Are you focusing on the little things in your business that magnify to affect the big things in the way your organisation performs?

As mentioned on Wikipedia, Marriott tempered his rigid demands for perfection with devotion to his employees. According to his son, Bill Jr:

“In establishing the culture of the company, there was a lot of attention and tender loving care paid to the hourly workers. When they were sick, he went to see them. When they were in trouble, he got them out of trouble. He created a family loyalty.”

According to Marriott himself (from a videotaped segment):

“You’ve got to make your employees happy. If the employees are happy, they are going to make the customers happy.”

How are you treating your employees?

Are you engaging with them, and caring for them like family?

Or are you making them fend for themselves?

What do you think they are looking for?

Happy employees create a happy place for your customers to visit.

One of the things that made my dental practice so successful was that a visit to my practice wasn’t about the dentistry.

Sure, patients came for appointments to have their teeth fixed and their teeth cleaned.

But they also came to “visit” and to CONNECT WITH the employees of the dental practice, whom they considered to be their friends.

I used to tell candidates applying for positions at my practice that I would be happy to have ninety-five percent of my patients as guests in my family home, such was the relationship I had with those patients.

Often patients would attend their appointments and arrive thirty minutes prior to their scheduled time, and leave the office some forty-five minutes after their treatment was over, simply because they wanted to connect and visit with the front office team members.

Do you employ a concierge in your dental practice?

Do you employ someone in your dental practice to meet and greet your valued patients and clients, and to schmooze with them?

Dental visits can be traumatic and nerve-racking even for the toughest of human beings, and having someone in your office with the designated role of schmoozing and entertaining and “visiting” with your arriving patients to “take their mind off” their treatment can be a GAME CHANGER for your dental practice.

It certainly worked for my practice….

****************

Online Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this unique online ZOOM workshop Saturday March 20, 2021

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Are You Measuring And Monitoring Your Daily, Weekly, And Monthly Productions And Collections In Your Dental Practice?

Are You Measuring And Monitoring Your Daily, Weekly, And Monthly Productions And Collections In Your Dental Practice?

I wrote an article at the start of the year last week about the Five Essential Numbers I’d be tracking and measuring in my dental practice as we start into the new year of 2021.

And the first numbers I’d be starting to monitor closely would be daily productions and collections.

Along with the daily numbers, I’d be looking at the weekly totals and the monthly totals.

And I’d be looking at comparing one week to another as well as one month to another, both in this year as well as comparing back to previous years.

In my practice every day was “ruled off”.

What I mean by that is we knew at the end of each working day exactly how much work was done and how much money was collected that day.

Ruling off was a daily ritual that meant that we could then take action regarding the daily performance.

I know some dental practices that do not “rule off”.

And as such, there is no “finish line” in those offices each day.

Practices that rule off usually have a daily goal to hit, and often pay bonuses to staff and team depending on whether their production and collections meet or exceed that daily goal.

Most importantly, the following idioms are true:

What gets measured gets repeated.

And what gets measured gets improved upon.

When we look at our figures at the end of each day, and each week and each month, and compare those figures back to previous days, and weeks and months and years, we are able to look for patterns and trends that demonstrate the effectiveness of what we are doing and of what we are trying to achieve in our dental practice.

What we are looking for is consistency. And improvement.

Nobody likes to work their tail off and not be rewarded for their efforts.

Are you collecting each day for the dentistry you are producing?

Are your days producing an even cash flow, each and every day, that allows you to predictably forecast your dental practice earnings in advance, on a consistent basis?

When you know what your practice is consistently producing and collecting on a weekly and on a monthly basis, then you have the ability to structure your working weeks and your working days to reflect the results that you are achieving.

And so when you take control of your appointment schedule to create a template that delivers you the production that you seek in a structured manner, then life as a business owner starts to look significantly better.

Do you know what you WILL produce each day, or do you only know at the end of the day what you DID produce?

And if you do not know in advance what each day will bring, why not take the time to organise your schedule better?

Life as a business owner is far better when your days are organised, and you are running your appointment schedule, rather than allowing your schedule to be running you.

~

If you measure your collections and productions each and every day, you’ll go a long way towards building the dental practice of your dreams in 2021….

*******

Online Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this unique online ZOOM workshop Saturday March 20, 2021

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Is Your Dental Practice Too Small To Have Any Employees Who Don’t Have A Great Attitude?

Is Your Dental Practice Too Small To Have Any Employees Who Don’t Have A Great Attitude?

Is your dental practice too small to have any employees who don’t have a great attitude?

Recently I listened to a recording of a phone call into a dental practice that horrified me.

I was horrified by the ATTITUDE of the person answering the dental office phone.

The call went like this:

Caller: “I’ve not been to your practice before. I’ve been recommended to come there. I need some fillings and five implants.”

Dental receptionist: “I haven’t got any appointments available until February.”

Well…. “Hello??”

The problem here is that the dental receptionist was so focused on what she did not have that she has totally missed the fact that the caller is one who needs to be accommodated ASAP.

The dental receptionist’s only concern here is that she has no vacancies in her book.

She is not concerned that the caller has been referred.

She is not concerned as to which one of the practice’s valuable patients is the referrer.

The receptionist has not asked the caller’s name.

The receptionist has not asked the caller if there is any urgency related to the treatment that they are seeking.

The receptionist has not shown one ounce of empathy towards the caller who wants to spend a big chunk of change at this practice.

If I was the caller….

If I was the caller I’d have told this receptionist to go shove it.

The caller has handed the receptionist a PERFECT introduction that the receptionist has then totally ignored.

All the caller needed was to be made to feel valued and respected.

The receptionist did not do this at all.

All that this receptionist conveyed to this caller was that he would have to wait his turn, no matter who he was, no matter who had referred him, and no matter what dental treatment he needed to get done.

There was no feeling conveyed to the caller that she had been waiting all day for him to phone this dental practice.

To the contrary, this caller was made to feel like an inconvenience by the receptionist who answered the phone.

At your dental practice…

Are callers to your dental office made to feel as if the receptionist had been waiting all day JUST FOR THEM to phone in?

As if the caller was the most important caller to contact this practice ALL DAY?

Because making every caller to your practice each day FEEL IMPORTANT is really what it’s all about.

Are you respecting every incoming phone call to your dental practice?

Or are you seeing each phone call as an interruption to your already very busy schedule?

Every incoming phone call to your dental practice needs to be viewed as an opportunity to serve your community.

It is only when we help other people get what they want that we are truly able to benefit and get what we truly do want for ourselves.

*****

Online Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this unique online ZOOM workshop Saturday March 20, 2021

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

The Five Essential Numbers You Need To Be Measuring In Your Dental Practice In 2021

The Five Essential Numbers You Need To Be Measuring In Your Dental Practice In 2021

Happy New Year!

Here are the Five Essential Numbers I’d be tracking and measuring in my dental practice as we start into the exciting new year of 2021.

And after all, after we say goodbye to 2020, it really is a case of:

“Well, it can’t get any worse, can it?”

So why not get off to a great start in 2021?

1. Daily, weekly, and monthly productions and collections

What we are looking for here is consistency and improvement.

Nobody likes to work their tail off and not be paid for their efforts.

Are you collecting each day for the dentistry you are producing?

Are your days producing an even cash flow, each and every day, that allows you to predictably forecast your dental practice earnings in advance, on a consistent basis?

Do you know what you WILL produce each day, or do you only know at the end of the day what you DID produce?

And if not, why not?

2. Number of phone calls coming in to your dental practice?

How many phone calls are coming in to your dental practice each day?

How many of those calls are new patients calling to make an enquiry or an appointment?

How many of those calls result in a made and kept appointment?

How many existing patients are calling to make an appointment?

How many patients with appointments are calling to reschedule or cancel those existing appointments?

What are these numbers on a daily, weekly, or monthly basis?

And which of your staff members are better at scheduling appointments?

And which of your staff members are allowing patients with treatment booked to cancel or reschedule at will?

3. Are all patients being seen each day leaving with their next appointment being made for them?

And if not, why not?

And who on our team is allowing patients to leave without their next appointment being made?

I want to see a list each day of every patient who leaves without a made and scheduled appointment.

And the shorter the list, the better….

4. Where are my New Patients Coming From?

Each and every new patient has found out about our practice by either our external marketing, or by referral from one of our patients or our friends.

We need to know each and every source.

5. How much treatment are we diagnosing in the practice each and every day?

If we do the dentistry, we need to be doing more dentistry.

Each day our dental practice needs to diagnose and present dental treatment to our patients that is equal or greater in amount than the dentistry we are doing each day, otherwise our dental practice will become insolvent.

~

If you measure these five metrics each and every day, you’ll go a long way towards building the dental practice of your dreams in 2021….

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

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