The Answer Is Always “Yes”?

There is this new way of answering new patients questions on the phone, always answer YES. I have given much thought to this theory of many dental consultants, some which have never worked in a dental practice, but love to share their ideas. Even funnier they get paid for their ideas. “Yes” to do you accept my insurance, even though you do not, seems a but dishonest to me. I have always worked very hard at building relationships with our new patients, based on trust. Answering yes to questions untruthfully seems not a good way to build relationships. Why is it wrong to develop those relationships by taking the time to get to know your new patients on their first phone call to your office, why is it wrong to ask who you can thank for referring them to your office, why stop doing what works????

New Patients and The Economy

I found over the last several months the same rules apply when dealing with new patients. Most are still interested in looking better and improving their dental health. Many of the new patients we are seeing right now have made a commitment to themselves to action on their dental care they have put off. They have been saving and are ready to make the change. The economy, in my opinion, is slowly coming back and people are trying to make themselves feel better by doing things to improve themselves and get on with their lives. People count on us to share our dental knowledge and help them make decision. Building relationships with your patients and listening to their needs is still a terrific gift we can give them. Relationships matter!

Dental Fee Shoppers

The economy today has brought the “dental fee shopper”  out in patients. They want to get the most for their dollar. It is our job, as NP coordinators or treatment coordinators, to help them see the value we provide to make the “fee” worth it. I find myself spending more time on that first phone call creating that value and building a relationship. You have to investigate and find out why they are searching for a new dentist. Once you know what they are looking for, creating the value in your dentist and your fees will be easier.

Case Presentation: Is your phone being answered?

In most dental practices today we think answering our phone during office hours is enough, but is it really? In this internet driven age people want to contact you when they are on line. That means after five and for sure during the lunch hour. A real person representing the best of your office wins the battle and gains the new patient. It can be accomplished in many different ways. The simplest being someone taking those calls all the time. After hours calls can easily be forwarded to a cell phone that your TEAM or the doctor can carry when the office is not open. TEAM members can take turns sharing the responsibility. If you spend the money to have your telephone number on your websites it makes sense to never miss a call.

My name is Corine Leech and the last 40+ years I have worked and grown in Dentistry. I love my job and have spent the last 20 years in the practice of Dr. Thomas Hedge. I love sharing my experience and knowledge with those looking to be the best they can and take their practices to the next level. Being a treatment care or new patient coordinator is very rewarding to both the coordinator, the patient he or she helps and the practice willing to embrace this way of thinking. My goal is to share with you and hopefully some others will also share the things that make this position a success.

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