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.”
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.
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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
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….
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Call Jayne on 1300 378 044 or email Jayne@theDPE.com for more details.
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 firstname.lastname@example.org