When the telephone rings in your practice, how confident are you that your team understands the importance of the call? Do you and your team see the telephone as an aid to help boost your business and an opportunity to grow your patient list, or is it just seen as a distraction that takes up precious time?
If it is the latter, you’re not alone in regarding it as a distraction. It is a perception that many people have, with the potential of the telephone often being overlooked. In reality, the telephone is an invaluable tool that can help you to secure new patients, increase treatment uptake and boost your profits.
Ringing the changes
Dental business consultant, Richard Collard, is currently taking to the road with Ringing the changes – his one-day masterclass designed to help dental practices understand the benefits of this important tool.
Richard firmly believes that the telephone is a huge asset to any practice and should be seen as a sales and profit booster. He believes that by implementing a handful of proven methods you can transform it into a key tool for both your team and your practice, helping you to turn more enquiries into consultations.
Make the most of every enquiry
Richard’s masterclass is all about equipping you with the key skills and techniques needed to make the most of every enquiry you receive in your practice. Having the right people in the right place with the right props is key. In other words, helping you to ensure that your reception team are confident in what to say and how to say it and have a response for any question they may be asked, especially if it is a question frequently asked. Developing key phrasing and a positive attitude on the telephone is important and not only helps to create and influence a positive conversation, but also helps to boost confidence when your team are talking on the phone.
‘What if we’re not able to answer all the calls we receive in practice?’ we hear you say. This is an issue that Richard will help you to address. According to Richard, if a call can’t be taken personally, tailoring the answer machine is a must. This will help to create a positive experience for the patient with a great first impression for the practice instead of a potential negative impression of unavailability. Messages should be timely and relevant to the day that the call is being taken, specific as to why the call can’t be taken and include information on when a returned call can be expected.
To hear more of Richard’s advice on how you can make the most of your practice telephone join him for Ringing the changes, taking place on 26 November in Birmingham and 3 December in Manchester. For further details or to book your places, visit www.practiceplan.co.uk or telephone 01691 684135.