To Disconnect, Press 1 To Connect IMPRESS ALL

Transcription

1 To Disconnect, Press 1 To Connect IMPRESS ALL

2 Daniel A. Danny Bobrow, MBA President

3 Why Exceptional Telephone Skills are important for your practice, and for you! It is your first date with the patient It s the patient s first impression of the office (and, as such), It sets the tone for your relationship with them It s your BEST marketing tool It reduces confusion and, therefore, stress It instills a perception of quality about the entire practice, which leads to greater case acceptance (think branding)

4 The Call Handling Challenge And Opportunity! Poor customer service seems to be everywhere these days. Employees ignore waiting customers. I don t care attitudes are prevalent. Supervisors don t have the time or resources to train workers. But it also represents opportunity! Practices that deliver superior service make headlines because they stand out from the rest of the pack. -The Marketing Insider, Dental Products Report

5 Some concerns we hear from Team Members I was not hired to do this Not my personality Not honest Callers are low quality I m a perfectionist I m too busy I hate reading off a script But our patients love us once they meet us!

6 What We ll Share Today Your Tallest Tent Pole Components of Communication How to minimize the visual gap The Self-Fulfilling Prophesy Trap Empathy and Rapport Enthusiasm Agreement

7 But First, Let s Set The Stage For Success

8 Communications Skills and Equipment Telephone Equipment Outgoing Messages and On Hold Messages

9 Is Your Telephone Equipment Up To The Task?

10 In General Outgoing Message first impressions don t always wait Max 4 Rings Before Answering Avoid Reference to Hours & Other Fluff Never longer than 45 seconds During Office Hours/Lunch Meetings, After Hours

11 On Hold Messages Keep It Current Call Yourself (to confirm function) Use It To Build a professional image and Prepare to speak with the most important person in the world (at that moment, at least) i.e. Your Prospective Patient!

12 Your Tallest Tent Pole

13 Communication Components Verbal 7% Vocal 38% Visual 55%!

14 Minimize The Visual Gap

15 Of Tire Kickers & Trigger Pullers

16 Different, not better (or worse) externally generated patients do not yet know or trust you (but) that doesn t mean they are not good patients All of us have responded to a promotion (and) that doesn t make us trailer trash! Trouble is, you might only remember the clinkers. -The Marketing Insider, Dental Products Report

17 The Self-Fulfilling Prophesy Trap When we label someone as undesirable, the quality of our communication changes FOR THE WORSE

18 Empathy and Rapport A motivation oriented towards the other The capability to understand another's feelings To "put oneself into another's shoes Important Because People don t care how much you know Until they know how much you care

19 Enthusiasm!

20 Gain Agreement By Connecting With The Caller

21 Connecting With The Caller Requires That We Avoid emotionally charged and negative words and Gain and Maintain Control* of The Call *Not manipulate. As the expert, you owe it to the caller to provide them with the information they need, and this only happens when you are in control.

22 Which Seminar Would You Prefer To Attend? Sexual Harassment in the Workplace, and Dealing with Racism Or Men and Women as Allies and Friends, and Celebrating Pluralism?????

23 What do you do when you get a call from someone who is A current emergency patient A current comprehensive exam patient A current operative patient A current hygiene patient

24 What do you do when you get a call from someone who is A prospective emergency patient A prospective non-emergency patient who: Wants to know the price of a procedure Wants to know if you participate in their Plan Is fearful Does not know what they want???

25 Having A Plan For Predictable Scenarios Means Less Stress & More Energy To Devote To Selling The Caller

26 Our Dentist Facility Hygiene Department Amenities Training Team Is GREAT Because.. What Is It That You CANNOT WAIT To Tell The Caller?

27 Whoever Asks The Questions Controls The Call I can help you with that, my name is With whom am I speaking?

28 Quick! Answer The Phone. It s Your Paycheck Calling!

29 First SELL, Then Qualify! Greeting Give/Get Name Warm Welcome Rapport, Enthusiasm, CONNECT! Gain Agreement Question Offer Solution(s) Sell Solution(s) Collect/Confirm Details (LAST)

30 Kinds of things we listen for General Greeting Referral acknowledgement Deft use of On Hold Message System Price Quoting Focus on symptoms or concerns Offering no or low fee evaluation Selling doctor/practice

31 Kinds of things we listen for Gathering pertinent info Discussing fees/fincl. Arrangements Offering appt. Giving directions (which way is north?) Supporting / Endorsing Caller s Decision Overall attitude/friendliness/helpfulness

32 Thank You American Dental Marketing