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Tip of the Week
by Arthur Anderson
 Art Anderson, your Tipster, says A New View of a New Patient Call
Many dentists call patients as a follow up when they have had extensive treatment, but Dr. Tom Orent of Framingham, Massachusetts suggests calling every new patient before that patient sets foot in the door for the first time? As you think about it, there’s no better time to call.
Here’s his suggestion for a way to make it work for you.
First, buy that cell phone and system you have always wanted to have for your convenience but didn’t see enough use for it to justify the cost.
Next, get a dental team member to organize a list of all of the new patients for the coming week, listing both work and home phone numbers. Pick it up on the last workday of the week. Put it on a clipboard with a pencil attached.
Keep the list in the car and make the calls during the weekend as you move around. If it’s against the law or against good judgment to talk while driving, there are still times between errands when you can make the calls. Most of these calls take a minute or less. Many are messages left on answering machines.
The dialogue when the patient answers is much the same as a message that could be left on an answering machine. It would go something like this:
“Mrs. Johnson, this is Jeff Jones, the dentist with whom you have an appointment next week. I am calling to welcome you to our practice and see if there is anything that we might do to make your first visit more enjoyable.”
Then it is time to listen. If the new patient is cordial but busy, you will know something important about the personality with which you will be involved. Make a note of that. Sometimes patients will explain what they need or why they have chosen to change dentists. That too is worthy of a note that helps to make the first visit nearly as friendly as the second or third one. In any case this is a great icebreaker and it greatly reduces the get acquainted time.
[PRINTER FRIENDLY VERSION]
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