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 relationship. If you do not win them over from your very first conversation, the chance of them establishing themselves as a patient at your practice decreases significantly. Encourage your front office staff to graciously and consistently interact with patients, so that the customer experience is as positive as possible. To start, have your front office staff follow these tips:
- Use inclusive language. By using words such as “we” and “our” you are allowing the prospective patient to feel like they are already a part 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 office.
- Limit your buzzwords. Each person’s knowledge of dentistry 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 the two of you are always on the same page.
- Empathize. Make it your priority to make sure prospective patients feel heard, especially in regards 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 explaining, ensure you remain realistic when discussing treatment times, costs, appointment scheduling, etc. Thorough and transparent communication will allow the patient relationship to develop from a positive foundation, setting the tone for all future interactions.
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 the overall patient experience.