Are You Part Of The Forty Percent?

Our good friend Fred Joyal, co-founder of 1-800-DENTIST and one of the marketing geniuses behind Patient Activator, recently told us that amazingly forty percent of telephone calls placed to dental practices during normal business hours go unanswered.

Being the skeptics that we are, we immediately got on the phone and started randomly calling practices. Well “Guess” what? He was right!

During normal business hours either no one answered or we got an answering machine. The typical messages?

“If you are hearing this message during normal hours it means that we are busy treating other patients blah, blah, blah…..”

Let’s run that one through the patient translator and see what it says. Okay – here it is:

“Gee, this practice is way too busy to see me; guess I’ll call someone else!”

Here’s another common one:

“We are currently at lunch and will return at 1:30 PM.”

Different message, same patient reaction.

How many times have we heard the old adage that our dental practice is a business? And what business would not have their phones answered during normal business hours, particularly during the lunch hour when working people have time to make personal calls? It just doesn’t make sense.

So whether it means forwarding the office line to a cell phone if everyone vacates the office during lunch, paying someone to “babysit” the office on a day that you are closed, or hiring an extra team member if you seem to constantly be short-handed, do whatever it takes to make sure the phone is answered!

This one tip should increase both your new patients numbers and your production significantly, and will be worth every penny it takes to pay for the extra team coverage times ten! Oh – that is unless whoever is answering the phone is not properly trained in how to do so. But that’s a topic for a different day!

And, since we are on this subject, we need to give you a huge apology. Even though we try extremely hard to practice what we preach, every once in a while we have a slip up at The Madow Brothers office as well – as in yesterday!

Our special pre-announcement of the brand new “Love Dentistry In A Box” caused quite a stir, and there were times during the day when people got busy signals or put on hold for longer than we ever care to do. If you were caught in that situation, you have our sincere apology.

The good news is – the announcement we put up yesterday must have been a good one, because we were seriously slammed all day! The even better news is, if you didn’t get through or maybe even missed the announcement, it’s not too late! Check it out again by clicking here.

Or, if you don’t want to read the very cool announcement and just want to skip right to the information on “Love Dentistry In A Box,” well then just click here!

And then give us a call at 1-888-88-MADOW. We promise to answer the phone right away today and not put you on hold!!

The Results Are In And It’s Not Good!

Since we have over 10,000 Madow friends who have attended our seminars, subscribed to our Audio Series, Promail, Madow Powerhouse Coaching and all kinds of other great stuff, we have a built-in test market for, well……dental experiments.

Our fantastic Madow Group team has the occasion to call many dental offices during the day – so we thought it would be interesting to track some statistics. Here’s what we did.

For one week, we tracked how many calls that we placed to dental practices across North America during NORMAL BUSINESS HOURS were answered by an actual human being and how many by an answering machine or nothing at all. What do you think the results were? Actually we were shocked.

A full 38% of calls made to dental practices (and these are some great practices!!) were not answered during normal business hours!! This is just unbelievable!!!
Imagine that you are a potential new patient, nervously calling your new dentist. Then, you hear a recorded voice that says:
“Thank you for calling Dr. Jones’ office. We are either out of the office or assisting other patients right now, blah blah blah………”
Or how about this classic?
“You have reached Dr. Smith’s office. We are currently out to lunch, yada, yada, yada….”
Do you think a potential new patient cares that you are out to lunch? NO!! They don’t need to know that you eat, drink, breathe or go to the bathroom. All they need to know is when their appointment is.

We’ll be back soon with simple ways to avoid this catastrophe (and yes, it is a catastrophe) but for now, let’s just say this. Your patients and potential patients expect you to be open and answering the telephone during normal business hours. And that means Monday through Friday from 9:00 to 5:00 at the very least – including lunch!  Anything else is simply bad business. Even if your practice is jam packed too busy for words – answer the phone!!!

SCARY STUFF GOING ON IN YOUR OFFICE!

There is something very scary going on in most dental offices across the country – probably yours. Learning what it is and taking the proper steps to correct it could be one of the biggest things you ever do to help your practice grow. What is it? Please read on.

But first – want to have some fun? Pull out the Yellow Pages – oh wait a minute – no one uses the Yellow Pages anymore! Go to your computer and Google “Dentist” and the name of any city or town. Find a listing that you like and then go to the telephone and give them a call, asking one of the following questions:

 –         How much do you charge for a cleaning?
 –         Do you take dental insurance?
 –         Where are you located?
 –         Do you do cleanings and crowns?
 –         Are you accepting new patients?
 –         I just moved here from out of town and my previous dentist told me I need some gum treatment, six crowns and a root canal. I would like to pay in cash. Is that alright?

After they answer the question, just say “okay – thanks for the information.” What will happen? Over 90% of the time they will not put you on the schedule! How do we know?

Since 1995 we have been doing “secret shopper” calls at our live events and as a service to offices that we work with. And it is amazing how most team members simply have not been properly trained in converting a caller into an actual patient. The scary part is that your office could be losing nine out of ten potential new patients because of this!

Think about all of the questions on that list. What they are really asking is “May I become a new patient in your practice?” And ninety percent of the time the answer is “NO!”

Think this is happening in your office? Do you want to know? You should. After all, you need to know if you are losing potential new patients! Well, we would love to help you find out with a

FREE SECRET SHOPPER CALL!!

That’s right – our expert team will secret shop your office and record the call. We’ll give you a grade from zero to one hundred with an explanation of what went wrong (or right!) and some fantastic suggestions to help you increase your telephone skills. We will also include a detailed report to let you know exactly what you need to do in order to be scheduling many more new patients in 2010!

Please keep in mind that the purpose of this call is not to poke fun or belittle anyone – it is to help your team and your practice become a new patient scheduling machine!

Just go ahead and submit the following contact information and pretty soon you’ll be “secret shopped” – the first step on the way to significantly increasing your new patient flow! After all, potential new patients are calling offices all across the country and being turned down. Don’t let it happen in your office!

Please note – this request must come from the doctor or practice owner! By filling out and submitting this electronic form, you are giving The Madow Group permission to place a “secret shopper” call to your practice, record the call, and send a detailed report back to your office. Are you ready? Then just click this link:

I Want A Free Secret Shopper Call!

Remember, as a service to you this call is free! By taking this step, you will be on your way to scheduling more new patients than ever before! There is nothing to lose – and hundreds of new patients to gain!

I Want A Free Secret Shopper Call!