aimdentalmarketing.com. daniel a. danny bobrow, mba president aimdentalmarketing.com

To Disconnect, Press 1To Connect

IMPRESS ALL

AIMDentalMarketing.com

Daniel A. ‘Danny’ Bobrow, MBAPresident


Why Exceptional Telephone Skills are important for your practice,

and for you!

It is your ‘first date’ with the patient It’s the patient’s first impression of the office

and, as such, It sets the tone for your relationship with them It’s your best marketing tool It reduces confusion and, therefore, stress It instills a perception of quality about the

entire practice, which leads to greater case acceptance (think branding)


The Call Handling Challenge And Opportunity!

Poor customer service seems to be everywhere these days. Employees ignore waiting customers. “I don’t care” attitudes are prevalent. Supervisors don’t have the time or resources to train workers.

But it also represents opportunity! Practices that deliver superior service make headlines because they stand out from the rest of the pack.

-The Marketing Insider, Dental Products Report


Some concerns we hear from Team Members…

I was not hired to do this Not my personality Not honest Callers are low quality I’m a perfectionist I’m too busy I hate reading off a script But our patients love us once they meet

us


What We’ll Share Today

Your Tallest Tent Pole Components of Communication How to minimize ‘the visual gap’ The Self-Fulfilling Prophesy Trap Empathy and Rapport Enthusiasm Agreement


But First, Let’s Set The Stage For Success


Communications Skills and Equipment

Telephone Equipment Outgoing Messagesand On Hold Messages


Is Your Telephone EquipmentUp To The Task?


Outgoing Message‘first impressions don’t always wait’

In General Max 4 Rings Before Answering

ZERO Rings When Office is Closed! Avoid Reference to Hours & Other ‘Fluff’ Never longer than 45 seconds

During Office Hours/Lunch Meetings, After Hours


After Hours (with feeling):


Thank you for your decision to call the dental office …. Where we specialize in e.g. creating beautiful smiles…. For our patients.

We cannot speak with you at the moment…but look forward to getting and keeping you smiling…

Feel free to leave a confidential message…including if you’d like how it is we can be of service to you…

If this is an emergency, we’re concerned, and invite you to call.. (or press X)

Thank you again for calling. We look forward to helping you.

During Hours


Hello and thank you for calling …. where we’re creating beautiful smiles for our patients and apologize we cannot take your call at the moment.

Please leave your name….so we can return your call and give you the attention you deserve.

Thanks again for calling… and make it a wonderful day!

Team Meeting


….we are currently attending an educational meting to improve our practice and the care we deliver to our patients. We will return…. And be sure to return your call then.

On Hold Messages

Keep It Current Call Yourself (to confirm function) Use It To

Build a professional imageand Prepare to speak with the most important

person in the world!


Your Tallest Tent Pole


Communication Components

Verbal – 7%Vocal – 38%Visual – 55%!


Minimize The Visual Gap


Of Tire Kickers &

Trigger Pullers


Different, not better (or worse)

…externally generated patients do not yet know or trust you (but) that doesn’t mean they are not good patients…All of us have responded to a promotion (and) that doesn’t make us trailer trash! Trouble is, you might only remember the “clinkers.”

-The Marketing Insider, Dental Products Report


The Self-Fulfilling Prophesy Trap

When we label someone as undesirable, the quality of our communication changes…

FOR THE WORSE


Empathy and

Rapport

A motivation oriented towards the other The capability to understand another's

feelings To "put oneself into another's shoes”Important Because…

People don’t care how much you knowUntil they know how much you care


Enthusiasm!


Gain Agreement By Connecting With The Caller


Connecting With The Caller Requires That We…

Avoid emotionally charged and negative words

and Gain and Maintain Control of The Call


Which Seminar Would You Prefer To Attend?

Sexual Harassment in the Workplace, and Dealing with Racism

Or

Men and Women as Allies and Friends, and Celebrating Pluralism

?????


What do you do when you get a call from someone who is …

A current emergency patient A current comprehensive exam patient A current operative patient A current hygiene patient


What do you do when you get a call from someone who is …

A prospective emergency patient A prospective non-emergency patient

who: Wants to know the price of a procedure Wants to know if you participate in their Plan Is fearful Does not know what they want

???


Having A Plan For Predictable Scenarios Means Less Stress & More Energy To Devote To Selling The Caller


What Is It That You CANNOT WAIT

To Tell The Caller?

Our Dentist Facility Hygiene Department Amenities Training Team

Is GREAT Because…..


Whoever Asks The QuestionsControls The Call

I can help you with that, my name is ____ With whom am I speaking?


Quick!Answer The Phone.

It’s Your Paycheck Calling!


First SELL, Then Qualify! Greeting

Give/Get Name Warm Welcome Rapport, Enthusiasm,

CONNECT! Gain Agreement

Question Offer Solution(s) Sell Solution(s)

Collect/Confirm Details (LAST)


Kinds of things we listen for

General Greeting Referral acknowledgement Deft use of On Hold Message System Price Quoting Focus on symptoms or concerns Offering no or low fee evaluation Selling doctor/practice


Kinds of things we listen for

Gathering pertinent info Discussing fees/fincl. Arrangements Offering appt. Giving directions (which way is north?) Supporting / Endorsing Caller’s Decision Overall attitude/friendliness/helpfulness


aimdentalmarketing.com. daniel a. danny bobrow, mba president aimdentalmarketing.com

Documents

current emergency patient

current hygiene patient

current operative patient

prospective emergency

dental office

generated patients

people dont care

dont care attitudes