Hey guys, I have been very frustrated with my front desk team member. She thinks she is great on the phone but my appointment book does not share her opinion. Ideas?
Dr. Sei Nguyen, Orange County, CA
Dear Dr. Nguyen,
This problem is one that we see all over and it does not seem to be going away. Even with the expensive “institutes” that are popping up. Sometimes it’s best to get back to basics. We would love to share some ideas from our lead coach, Betty Hayden:
Do we really need to keep talking about how to answer the telephone? Absolutely! This is one key to your success. All of your marketing efforts lead people to the phone first. Don’t waste your money by losing the potential patient or aggravating current patients due to poor telephone skills and habits. Your entire team (clinical & admin) should be trained on how to properly answer the phone and handle the call. Answering the phone is a privilege and a great opportunity!
Here are a few tips:
- Smile before you pick up the phone.
- Answer the phone within the first couple of rings.
- Answer the phone with a thank you for calling, identify the office and give your name. (ex: Thank you for calling Dr. Smiles, this is Betty. I can help you)
- Do NOT let the caller go to voice mail (or a busy signal!) during business hours (including lunch hours). People hate leaving messages. Oftentimes, they’ll hang up and call the next office on their list.
- Never, ever answer the phone with “hold please” or “can you hold?” Take a quick second, find out who they are and what they need. People hate to be put on hold. If you are habitually needing to put callers on hold, you need more people answering the phones.
- For the few times when you do need to put a caller on hold – please, consider having a great message on hold service.
- Get the caller’s name and use it often. Find out how they heard about your office (document the referral source!). “What type of insurance do you have?” shouldn’t be the first thing you ask. In fact, let the caller bring that part up. Your goal is to build a relationship with the caller, to get to know them and their expectations.
- Offer an appointment. Sounds obvious right? You might be surprised to know how many office’s I have called as a “shopper” and was never offered an appointment.
- There are words/phrases that should never be used on a call. Make a list of the words/phrases you want to eliminate from the office vocabulary.
Set aside some time to meet together as a team – everyone in the office should be trained on how to not only answer the phones but they should know how to handle the calls. At the very least, professionally & courteously direct the caller to someone who can help. Role playing will help all to feel more comfortable handling different types of calls.
Worried about your team members sounding like robots on the phone? Don’t be. This is what you do – create as a team your Telephone Principles (your goals & expectations for each call.)
Be Firm In Principle – Flexible in Procedure
The procedure may vary but the principles remain the same. This will allow the team member’s to customize their words to the individual caller’s. However, professionalism is always a must!
A few more things to consider during your meeting and training with your team:
What times are your phones being answered? Examine whether or not the times you’re actually available to answer the office phone is when your patients and potential patients are actually available to call the office.
What happens after hours? Ringing? Voice Mail? Answering Service? Here’s your chance to exceed expectations by answering the office phone after hours! (Forward calls to a cell phone.)
The Greeting – First impressions matter!!
Shopper Callers – Great opportunity! Typically, the shopper caller has a need and is ready to “buy”, that’s why they are “shopping”. Don’t blow it by refusing to quote fees over the phone. By all means, offer them to come in for a complimentary consultation.
Insurance Questions – (Have a great response to: “Do you take —-ins?)
Wrong Numbers – offer an appointment anyway.
Sales Calls – Be kind, they’re just doing their job. Maybe they need an appointment. Plus, you don’t know who they know. It’s simple – always be kind.
Moms calling for donations or any organization that asks for donations – Empower your team to fulfill their request. At the very least, offer them an appointment.
Certainly, handling the phones is a big responsibility but it’s an even bigger privilege. Don’t miss out on any opportunities to set your office apart from the others by always exceeding the caller’s expectations.
If you have questions about how to successfully handle telephone calls or need help training your team, don’t wait, ask for help. I’m ready to help you.
Yours for Greater Success,
Betty Hayden is the lead coach at The Madow Center For Dental Practice Excellence. She has over 25 years of experience in the dental profession. Her expertise is in effective telephone answering techniques, profitable scheduling, marketing campaigns, communication, social media, new patient acquisition, practice growth, and much more. She has been labeled “The Idea Woman” by many of her clients!