In my lecture series, “Lost that Lovin’ Feeling? Success is All About Relationships” I talk about implementing systems that are simply powerful and powerfully simple that are relationship based to enhance the success of our practice. 

In a previous Daily Grind post I discussed the Pareto Principle, whereby it is my contention that 20% of our practice success is due to our clinical knowledge and skills and 80% is from everything else. I like to talk about that 80%. (https://www.agd.org/about-agd/publications-news/daily-grind/the-daily-grind/2020/05/19/the-pareto-principle)

And knowing that Mindset + Systems + Consistency = Success, I talk about how we can create inexpensive systems, done consistently, with the right attitude, can transform our business for long term success. One of those systems, if done consistently, are what I call our Moments of Magic…whereby there are 10+ moments that we can do that changes how our patients respond to us and become raving fans who pay their bills, show up for their appointments schedule their next appointment, and refer their family and friends (what I refer to as Pay, Stay, Repeat and Refer).

In this blog series I will outline each one of those Moments of Magic. The third one is “the first phone call”. 

A prospective new patient has been referred to your clinic. They have checked out your reviews, your website and your social media presence and they have some familiarity with you and your team, and they have decided they would like you to provide their oral health care. Time to pick up the phone and call to make an appointment.

How does your team answer the phone? If you do not know the answer to that question, have someone call the office and find out.

Does the person who answers sound like they are happy to receive the phone call? Does the person answering the phone clearly identify what office they are calling and provide their name?

Without a doubt, if our patients did not call to book their appointments, we would have nothing to do, earn no income and not be able to support our team or ourselves. Without our patients we have nothing. No matter how frustrating some of them may be, we have to be grateful for each and every patient in our practice family.

I recommend that your office phone be answered with “Thank-you for calling…” A patient hearing that knows they are appreciated before anything else happens. And we are also grateful for our vendors, support people and more, so saying thank-you to them goes a long way.

To complete the idea, in my office the phone is answered with “Thank you for calling Wildwood Dental, this is ___ speaking” Simple, quick and decidedly positive. It is hard to say thank-you with a smirk or frown. It helps ensure that the gratitude is said with an inflection that is heard by the person on the other end of the line.

And in the process of getting that person booked, there is certain information that must be gathered. Not only do you want the patients name, but you have to get their cell phone number (the best number to reach them) and the name of their referral source. 
The reason why will be discussed in the next blog article. 

Hope this helps. On the fourth Moment of Magic I will discuss the new patient welcome phone call.