North Texas Dentistry Volume 8 Issue 1 NTD 2018 ISSUE 1 DE | Page 19

The best way to convert new patient calls into appointments is
using the following skills:
A cheerful voice. In making personal
appointments, I often hang the phone
up if I hear a grouchy or tired voice on
the phone. I don’t want to go to an of-
fice where I feel like an inconven-
ience or annoyance. Ask your team to
take a deep breath, smile, and focus
100% of their attention on the caller,
every time. Also, assign the friendliest,
most outgoing person to the primary phone po-
sition. In addition, ensure that patients are not
receiving voicemail when they call. Stagger
lunches, if need be, to ensure that the phone is
answered during regular business hours.
A listening ear. Pay attention to the pa-
tient’s name and use it throughout the
phone call. Listen to the details that
the caller mentions and repeat the
information back to the patient for
example. “With your kid’s soccer
practice, your work schedule, and
your volunteering, it sounds like you
have a tight schedule. Let’s find the best
time for your appointment.” Make sure the pa-
tient feels like they have been heard.
Control. The patient doesn’t want to ask
for an appointment, and if your team
lets the patient dictate the trajectory
of the phone call, then they will never
lead themselves to an appointment.
So, ensure that your team is control-
ling the call, asking the questions,
leading to the appointment. In addi-
tion, after identifying the best time of day
for the patient, offer appointment options so
that the patient has simple, direct offerings for
appointment times.
Timing. Talk about the appointment at
the top of the phone call. Don’t wait
until the very end to schedule. The
patient has called your office because
they have a need, so address that
need quickly by scheduling the pa-
tient. In addition, wrap the call up
quickly and make the phone call as easy
as possible. Get only the minimum informa-
tion you need in order to serve the patient.
Also, make sure that you can get the patient in
within a reasonable time frame (no later than
one or two weeks away).
Reassuring language. Use the opportu-
nity to set the stage for a positive
appointment. Praise the hygienist or
dentist that they will be seeing. Incor-
porate phrases like, “You’ve called the
right place.” “We can’t wait to meet
you.” “Our hygienist, Susan, is going to
take excellent care of you.” Most patients
are somewhat apprehensive about going to
the dentist, especially a new one. So reassure
them with positive language.
Take time with your team to see how you can take the new pa-
tient phone call experience to the next level. The time you spend
will be worth it for you, your team, and your new patients.
Bethany Petty is a practice management con-
sultant that breaks the mold. In an effort to re-
move herself from the abrasive consultant
persona, Bethany spent time receiving a
Masters in Adult Education and a Masters in
Health Communication, which enables her to
present information in a way that dentists and
team members understand and appreciate.
Her approach is unique in that she cus-
tomizes her suggestions and training to fit the
individual personality and specific goals of the
practice. Rather than approaching each prac-
tice with the same “Fix-It Guide,” she evalu-
ates the practice, talks with team members, and listens to the dentist before
making any suggestions. She truly provides a customized consulting plan. In
addition, Bethany has the heart to help dentists. She has a legacy of dental
field professionals in her family, and she has had the privilege of helping her
father to build, manage, and maintain a successful family practice. With the
heart to serve dentists, she has made a difference in practices all over the
DFW Metroplex. For more information visit www.hellobethany.com.
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