When a prospective patient calls your practice, their interaction with you over the phone is going to set the tone for the rest of the patient relationship. If you do not win them over from your very first word, the chances of them establishing themselves at your practice decrease significantly. Encourage your front office staff to uniformly and consistently interact with patients, so that their customer experience is as positive as possible. To start, have your front office follow these tips:
- Use inclusive language. By using words such as “we” and “our” you are allowing the prospective new patient to feel like they are already apart of your dental family. They will also feel more of a personal connection to your practice, easing the anxieties that come with visiting a new dental practice.
- Limit your buzzwords. Each person’s knowledge of dental vocabulary and common terms varies, so keep it as simple as possible, especially when discussing insurance and finances. Remember, you are an expert in dentistry, and the prospective patient may not be. Overly communicate and explain, so that you can be sure you are always on the same page.
- Empathize. Make it your priority that the prospective patients feel heard, especially in regard to their unique needs and requests. Again, this will help develop a personal connection right off the bat, and the prospective patient will immediately feel more at ease with you.
- Be realistic. While empathizing and thoroughly explaining, ensure you remain realistic when discussing treatment times, treatment costs, appointment times, etc. Thorough and transparent communication will allow the patient relationship to develop from a positive foundation, setting the tone for the each patient interaction.
By setting a positive tone and developing a relationship with prospective patients from the very beginning, you and your front office team will help boost patient conversions and overall positive patient experiences with your practice.