RECENT STUDY SHOWS WHAT PEOPLE REALLY WANT WHEN THEY CALL YOUR OFFICE!
An interesting study was just published concerning what annoys people the most when they call a business, including dental and medical offices, on the telephone. Which of these do you think was the number one complaint?
a) Being put on hold
b) Not being called by name
c) Rude customer service
d) Not having a need sufficiently addressed
Made your guess? Okay – it was kind of a trick question, because although these important things are what we tend to stress the most in the dental office, none of them are correct! The most important frustration customers (read: current patients AND potential new patients) experience when calling an office is not having the phone answered at all!!
Think it doesn’t happen in your office? Our “mystery shopper calls” have shown it probably does. Do you put an answering machine on during lunch? Well, that’s the easiest time for a potential new patient who works (and thus has good insurance) to call! Don’t think that having a recording on saying “We are now at lunch and will return at 1:00 PM” will satisfy a caller. They don’t need to know that you are at lunch any more than they need to know you are in the bathroom! What a caller wants is to have the phone answered by a real human being!
Even worse, if your office is closed on Wednesday or Friday, does the world shut down or are you losing potential new patients?
Let’s put it this way. If your phone is not answered ONLY during lunch, that means at least 12.5% of the time, probably more, a potential new patient will call and hang up. Add a day off to that and it shoots up to thirty percent!! Can you afford that?
Another huge problem in the dental office is not properly handling caller’s questions correctly. If you don’t know the definitive answers to questions such as “Do you take my insurance?,” “How much do you charge for a cleaning?,” and things such as the best way to handle “shoppers,” you are losing tons of revenue.
And that’s just scratching the surface. There is actually one more thing that causes more dental offices to lose more potential new patients than anything else! The good news is that by learning the correct answers to those tough questions along with a few simple techniques (without spending a DIME more on marketing!) you can double or triple the amount of new patients you are scheduling within a matter of months. It’s pretty simple if you have the proper knowledge. To find out more, click here.