By Carrie Webber, Chief Communications Officer and Owner, Jameson
According to a survey by American Express, 78% of consumers have not made an intended purchase because of a poor service experience. Transfer that statistic into dentistry – this is, in my opinion, what happens when an interested potential patient does NOT schedule an appointment because of how he or she is treated on the telephone. Yes, the telephone and how your patients and potential patients are handled on the phone in your practice is that important and then some.
The telephone is often ignored in its importance for the health and well being of your practice. Whether you are investing in marketing efforts or not – patients and potential patients will determine whether or not they will schedule an appointment with you based upon how they are treated on the phone! It is a cornerstone of excellent customer service and can determine your success – all simply by how you answer the phone, how you communicate on the phone and how people perceive your practice from this initial contact. That’s pretty powerful.
So, how do you improve your telephone system? Where do you even begin?
“Thank you for calling Dr. Jameson’s dental office, this is Carrie, how may I help you?”
If you and your teammates are uncomfortable or nervous about answering the telephone, let’s use this as an opportunity to work through the pieces that make them uncomfortable, practice together, and become better as a team at this integral system in your practice.
Once again: Set, Reflect & Expect the Standard, Inspect What You Expect & Study Success Stories to brainstorm and build from, and cross train – make your telephone system a priority in your practice and make growing and improving in the execution of this system a total team effort. This way you can rest assured that the patient’s first impression meets – even EXCEEDS – their expectations!