Jodena Consulting discusses message machines

If your office telephone system is over five years old, it likely only allows for one recorded message. That typically would be the “end of the day message” that is put on after business hours. I can’t tell you how many times when I call an office during what you would expect to be normal business hours – say 11 AM on Tuesday – that I get to listen to the end of the day message. “Thanks for calling Quality Dental Care. Our office hours are 8 to 5 Monday through Thursday. If this is an emergency please call…etc.” So what’s that about? I AM calling during your business hours – why doesn’t someone answer the phone? Because- without the ability to change a message easily – someone at the front desk who might be by herself – perhaps in an important discussion with a patient than can’t be interrupted – as a “life raft” puts the message machine on.

I recommend that every dental practice needs to easily be able to access three different recorded messages. The “end of the day” message is obviously for after normal business hours. During business hours – when you might be short staffed at the front – you need to use what is called an “inter day” message. “Thanks for calling Quality Dental Care. We are in the office but currently assisting another patient. Your call is very important to us. Please leave your telephone number and we promise to return your call within thirty minutes.”

A third message is for specific situations when your office is closed during normal business hours. A perfect example would be for a day when the team is attending continuing education. You might say something like “Thanks for calling Quality Dental Care. The office is closed today Monday December 21st  because we are all at a great continuing education course learning advanced techniques on smile design. Please leave us a message and we will return your call first thing tomorrow morning.” This third message option is easily recorded to fit individual situations – and of course it is so much more informative and relevant then that end of the day message.

Most dentists don’t shrink from the high cost of purchasing clinical technology from lasers to digital radiography. So why not get into the twenty-first century with your telephone system. It is just another way to upgrade to exquisite customer service that will separate you from your competition.