This may seem like a no-brainer, but when it comes to distinguishing between a good dentist and an exceptional dentist, the details matter.
The first impression will either be the first phone call that a patient makes to your office or it will be finding your website online. Either way, you want the patient to find your dental practice professional, high-quality and caring.
First, I’ll go into more detail about how to handle patient calls.
When a patient calls to schedule an appointment, it is always best to have one of your team members answer the phone, with a friendly tone and smile, rather than letting the call go to voicemail.
If you have a higher call volume than your staff can handle, it may be necessary to have an answering service as a backup. This is highly preferable to a voice mailbox because the patient interacts with a live person.
When a new patient calls for an appointment, have your staff take the opportunity to introduce you or another dentist in your practice and the practice itself.
You may want to keep a one-page reference sheet by the phone with information on which insurance the practice accepts, and general information about the doctor(s) and services.
The goal of the call should be to address the callers’ questions and get them on the schedule without taking up too much of their or your staff member’s time.
If insurance needs to be confirmed, schedule the patient first and then call to verify their insurance later.
On the other hand, if your potential patient is visiting your website first, in order to make a great first impression, a good dental website needs to be aesthetically pleasing and easy to navigate.
On average, a person decides within 8 seconds of looking at a dentist’s website if they will call that dentist or not.
Your website can make or break your business, so be sure yours has a professional design, the essential pages with sufficient information, and a call to action.
The saying “you never get a second chance to make a good first impression” is very true.
Be sure you’re giving your best first impression by training your employees how to best answer phone calls and by ensuring your website looks sharp and has all the essential information.
Your website can make or break your business.