Great Telephone Technique – An Absolute Must for the Successful Dental Practice

Here are some suggestions that should and can be implemented immediately.

1.Your greeting – My recommended greeting is “Thanks for calling – or thanks for choosing – Dr. Levitt’s office – this is Susan.” And you say “this is Susan” with an upbeat inflection that says or implies “how may I help you”. The last word I want the patient to hear is your name.
2. Remember that how you look on the telephone is how you sound on the telephone. So smile when you are talking on the telephone because the image you convey forms an image of everyone in the practice. I love the comment that says ” a smile is a gift – try giving away a couple of hundred every day.”
3. In your ensuing conversation with the patient, be sure to refer often to the patient by their name. This is a sign of friendliness, and people tend to do business with people they like. “I will look forward to seeing you at your appointment Mrs. Jones” is much more effective and personal than saying “I will look forward to seeing you at your next appointment.” Patients love to hear the sound of their name. In fact, in a recent survey conducted by British Airways and Westin Hotels, it was discovered that bookings increased significantly when the potential customer was referred to by name three to four times in the conversation.
4. Be interested with your voice. Be enthusiastic – if you don’t sound like you want to be in the office, why should they?

It is so easy to integrate these ideas and to incorporate them into the DNA of your practice. Look for my next posting where I will offer more ideas on this topic.