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Tip of the Week
by Arthur Anderson
 Art Anderson, your DentalSuccess Tipster, tells you:How to Stop Losing Patients You've Never Met
The first contact with most prospective patients is over the phone. Here’s a protocol suggested by Walter Hailey and Steve Anderson for taking the best advantage of that first contact. When that phone call comes, the receptionist or appointment coordinator must be ready to be a master diplomat and sales person. At that moment she represents the entire office.
Regardless of whether the prospective patient inquires about the cost of a cleaning or the time of the first available appointment, it should be of the highest priority to get at least the following basic information:
· The caller’s name.
· How the caller was referred to the practice.
· What service is desired.
· How long it has been since the caller has seen a dentist.
· What the dentist and dental team can do to make their experience in the office the best the he/she has ever had.
These items should be preprinted on a paper with space for the receptionist to write the information as conveniently as possible so that maximum time can be devoted to listening.
Here’s an additional telephone checklist to help to improve telephone skills:
· Keep the above checklist handy by the telephone at all times.
· When answering the phone, announce the name of the practice followed by your own name.
· Use the caller’s name throughout the conversation.
· Ask the caller if you may make an appointment for him/her.
· Handle fee inquiries with ease and professionalism, never getting defensive about the fees.
[PRINTER FRIENDLY VERSION]
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