How many bookings do you get out of 10 new patient calls? If it's
not a high number, chances are these 3 things are keeping you from
extra new patients every month, costing you time and money
Chances are, during the month, you've had several calls to your office from prospective new patients that didn't book.
Why is that?
It could be one of these 3 reasons, and when fixed, can lead to extra new patients every month without spending any extra money on marketing.
1. Office staff get too busy and new patients fall through the cracks
Day to day operations of your office are important but if a new patient calls your office and is put on hold for 4 minutes, rushed off the phone, not greeted warmly, well, they aren't going to book. And if they book, they might cancel, having found a more warm office.
2. No training on how to handle new patient calls properly
Since they don't have any training, every time they answer the phone, they are winging it.
Is the staff controlling the call? Are they answering the person's question but not booking them?
Are they being warm and friendly?
Are they establishing a rapport with potential clients?
Is there long awkward pauses?
Are the patients being rushed off the phone?
Does it sound like the staff member is annoyed that someone is interrupting their work?
Are the staff offering up to standard customer service?
Does the office have an established check-in or check-out procedure?
The front desk manager needs to be extra trained to ensure that they know what the expectations are as well as making sure that new patient leads are being handled the best way possible.
Each dental employees should be trained on how to greet and treat patients that are inside the office. They need to be able to efficiently handle patients that have been waiting for a while and how to address any unhappy clients (if there are any).
3. Don't care
Well, if your staff doesn't care about your office, why should your patients?
First step is admitting that this might be happening to you. Next step is fixing it!
One way to get your staff on board and meet their target or weekly or monthly goals is to offer incentives. When you offer incentives, employees are motivated to work towards their goals. It should also be changed up every so often to keep their attention locked in!
Chances are, during the month, you've had several calls to your office from prospective new patients that didn't book.
Why is that?
It could be one of these 3 reasons, and when fixed, can lead to extra new patients every month without spending any extra money on marketing.
1. Office staff get too busy and new patients fall through the cracks
Day to day operations of your office are important but if a new patient calls your office and is put on hold for 4 minutes, rushed off the phone, not greeted warmly, well, they aren't going to book. And if they book, they might cancel, having found a more warm office.
2. No training on how to handle new patient calls properly
Since they don't have any training, every time they answer the phone, they are winging it.
Is the staff controlling the call? Are they answering the person's question but not booking them?
Are they being warm and friendly?
Are they establishing a rapport with potential clients?
Is there long awkward pauses?
Are the patients being rushed off the phone?
Does it sound like the staff member is annoyed that someone is interrupting their work?
Are the staff offering up to standard customer service?
Does the office have an established check-in or check-out procedure?
The front desk manager needs to be extra trained to ensure that they know what the expectations are as well as making sure that new patient leads are being handled the best way possible.
Each dental employees should be trained on how to greet and treat patients that are inside the office. They need to be able to efficiently handle patients that have been waiting for a while and how to address any unhappy clients (if there are any).
3. Don't care
Well, if your staff doesn't care about your office, why should your patients?
First step is admitting that this might be happening to you. Next step is fixing it!
One way to get your staff on board and meet their target or weekly or monthly goals is to offer incentives. When you offer incentives, employees are motivated to work towards their goals. It should also be changed up every so often to keep their attention locked in!
In Marketing
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