If you haven’t already, it’s time to rethink the new-patient phone call. Not only should it be a customer service call but a relationship- and value-building call as well.
Build value during the call. Value is built when the front-desk team member can provide information to the patient that raises their perception of the practice and increases their expectation of how they will be treated. Patients respond extremely well to having a higher sense of value and understanding of the practice.
Don’t forget to communicate the practice brand. Many practices do not have an identified brand that they can communicate. Every practice should identify what it wants to be known for. It could be family dentistry, family and cosmetic dentistry, or high-level customer service. Whatever brand is selected, it is important to communicate it through excellent scripting in every new patient phone call.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].
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