There are so many dental practices out there whose staff have so much disrespect for what the person phoning your office and asking what the industry calls a SHOPPER CALL.
And the fact that the dental industry uses this term so freely shows that there are a lot of people out there with very little understanding as to what a caller to your practice who has a price enquiry is really asking.
And that’s because of lack of education.
Either the person who is discussing a “shopper call” is UNKNOWINGLY showing their ignorance as to what a “shopper enquiry” really is, or they are proud of the fact that they don’t really know what the heck they are saying in the first place.
Let’s look at this logically.
When we label a caller to our practice a “shopper”, what we are doing is saying that this person who phones our dental practice and asks what our fee is for a particular procedure, is ONLY calling our practice to see if we are the CHEAPEST PLACE IN TOWN.
When in reality, the real reason that a caller to our practice rings and begins by asking what we charge for a procedure, is because they DO NOT KNOW WHAT ELSE TO ASK.
Just think about it….. when your practice has someone phone up and ask your receptionist:
“How much do you charge for a scale and clean?”
it’s not as if a group of friends are sitting around a phone on a Monday afternoon following their morning tennis session, and are deciding to do a fee survey of all of the dental practices in the local area.
The simple fact of the matter is this:
And it is indeed an absolute certainty…
The person who phones your practice and asks how much you charge for a procedure is doing so because THEY ARE IN NEED OF THAT PROCEDURE.
Remember that fact.
So whenever we hear the question on the phone about “how much do you charge for a [INSERT DENTAL PROCEDURE HERE]?” all we need to do is gracefully sidestep the temptation of blurting out a dollar amount, and start asking the caller some GENTLE fact-finding questions.
When we structure our response in this manner, instead of simply blurting out a dollar amount and hoping our price is ok, it is then that we will truly be able to help and serve our new patient enquiries in a better and more satisfying way for them.
And that’s what it’s all about….
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.
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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.
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