Patient Attraction Episode 586: 10 Tips to Close More Phone Appointments (part 1)
All of your marketing efforts are designed to do one thing: Get prospects to set an appointment. Most of those efforts are designed to get them to set an appointment a specific way: making a phone call. So you pour a lot of effort and money into getting patients to call you. Then what? How much effort are you putting into making sure that phone call becomes and appointment, and that appointment a new patient? Will talk more about that when we return.
– Hi, Colin here and welcome to another Saturday edition of the Patient Attraction Podcast.
– For the next two days, I want to give you the basics of successful phone technique.
– I’ll remind you that in one of our podcasts from this summer, Dr. Howard Farran said poor phone technique is costing dentists patients and money.
– I have talked about phone technique for dental offices before.
– But the information I am about to give you is worth thousands of dollars in phone training.
– Today and tomorrow, I am going to give you 10 tips for successfully turning phone calls into patients.
– I suggest you write these down and share them with your staff.
– First, your greeting should be professional but warm.
– A great technique I learned a long time ago was to say the practice name, the answerer’s name, and “I can help you.”
– Something like, “Hi, thanks for calling Dr. Receveur’s office. This is Colin. I can help you.”
– We even use this technique here at SmartBox.
– And make sure before you answer that phone that you are 100 percent focused on the caller.
– It will show if you are not.
– 2. Ask for the caller’s name.
– “With whom am I speaking? Thanks, Sally, how can I help you today?”
– I once heard it said that there is no sweeter word in the English language than someone’s own name.
– So continue to use the person’s name naturally, even if you have to make a note of what it is.
– Third, direct the conversation.
– This means moving away from, “How much would it cost to X?” questions, “Do you take this insurance?” questions, and “I have this problem. What do you think it could be” questions.
– Also, don’t get trapped into answering yes/no questions.
– 4. Ask directed questions about the caller’s needs.
– If someone calls and says they need an appointment, don’t be afraid to ask for more information.
– The more information you can find out from the caller, the better you will be able to solve their problem.
– And finally for today, restate that problem back to the caller.
– This is a very good communication technique in any walk of life.
– In taking the phone calls, this makes sure that the person taking the call understands the needs of the caller accurately.
– This also shows the caller that you have been listening to their problem, and they will appreciate that.
– There are the first 5 tips for a good caller experience.
– Come back tomorrow when we will look at the final 5.
– Until then, keep moving forward.