As an appointment-based business, your dental office relies on the phone for new patients and book appointments with existing patients. The phone is an integral part of your full customer experience scope, and should not be ignored.
It is the experience that is delivered which leads to positive online reviews from patients.
Maximize reviews for your practice by ensuring your front office staff provides exceptional phone skills; giving a great first impression on the phone starts the patient’s experience with your office as a positive one.
Patients are calling your office
The easiest way for patients and potential patients to get a hold of you is via the phone. Therefore, this is the first point of the patient experience.
Patients call through your marketing materials
When new patients discover your dental office, they will need to contact you for any inquiries, including booking the appointment. Usually, this point of communication will be via the phone.
You probably rely on marketing to acquire new patients. Your marketing materials should be targeted for your practice’s ideal types of patients, prompting them to contact you. These marketing materials may include:
- Direct Mail
- Radio Advertisement
- TV Commercial
- Newspaper Ad
- Online Ads
Make sure each of your ads have an easy to find contact method included so that people who are ready for your services can quickly get a hold of you. The most common form of contact is a phone number.
Patients call your office after finding you through local search
Another way that consumers may find you would be by searching online to find a practice near them. When they find your office, either from your SEO efforts, local search, or a great online review presence, they will visit your website or use one of the contact methods found on a review website or provided by Google. It is important to make sure you have a working phone number for all of these places that your business has a presence online.
Patients call from a referral
Even patients that are referred to you by someone will most likely ask their referrer for your phone number as the point of contact.
No matter how a patient finds your office, it is a high chance that they will call your office as the preferred contact method.
Why a good phone experience is necessary for a positive reputation
When patients call into your office from your ads, finding you organically, or through a referral, you want to be sure that your front office staff has the skills to give a great first impression by providing a superior phone experience to potential new patients.
Your phone handlers are the first point of contact that a new patient has with your office – don’t ruin the first impression and lose a potential patient with a poor experience over the phone.
Improve front office staff’s phone skills
To receive great online reviews, you must be sure that your employees are delivering a consistent and positive phone experience to existing and potential patients calling your office.
Are you ready to stay accountable and employee scorecards and coaching your office? Reach us today at 888.788.0123 to learn more, or we can have someone contact you.
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