According to a recent study, over 30% of telephone calls to dental offices never actually get answered. Of course we didn’t believe this – so what did we do? Called a bunch of dental offices!
Believe it or not, our anecdotal research showed that it was indeed true. Amazingly, most offices did not have phone coverage during their day off (typically Wednesday, Friday, or both) and just about every single one had an answering machine on during the absolute best time for new patient calls – lunch! Even more amazing – it was not uncommon to get a message such as “We are busy treating patients right now and cannot answer the phone…..” YIKES! Why not just scream to a potential new patient – “We are too busy for you!”
Think about it – if you are closed one day per week with no phone coverage and put the answering machine on during lunch, you are automatically losing 30% of your calls. Many of those are potential new patients who will never call back!
Now think of how much it would cost you in staffing to have the phones answered during these times. With a new patient being worth anywhere from $3600 to $10,000 (depending on whose statistics you like) – can you really afford NOT to have the phones answered?? Having constant telephone coverage is a guaranteed way to increase new patient numbers AND existing patient satisfaction.