October Call Of The Month
A service to help your dental team
master The Art of First Impressions©
brought to you by AIM Dental Marketing – Take AIM With Your Marketing.
This month we feature one of our coaching subjects who, in just three short months, has mastered the Art of First Impressions© curriculum and, therefore, rightly deserves the coveted designation of TAFI Master
To maximize your learning, we suggest you first
before reading the Evaluation Below.
The Team Member deserves additional recognition for demonstrating how one is able to deftly request and receive credit card information to secure the appointment, which is an excellent way to reduce the incidence of ‘no shows.’
The Team Member’s success with these, and other more challenging, calls is a direct result of her adherence to The TAFI Introduction©, the simple five sentence guide, which permits the Call Handler to simultaneously:
- Establish Rapport
- Convey Empathy
- Exude Enthusiasm and Confidence
- Show Respect
- Gain Control of the Call by Asking
- the right questions
- in the right way
- at the right time
- Listening for what is important to, as well as any opportunities to further connect with, the caller
What We Enjoyed Hearing
The Greeting was upbeat, articulate, and included the Practice’s Tagline (memorable distillation of the practice’s unique offering).
“Awesome! Thank You My name is…and you said your name was…”
SHE INTRODUCES HERSELF AND GETS THE CALLER’S NAME EARLY IN THE CALL
“Are you in any discomfort?”
THIS SHOWS SHE CARES ABOUT THE CALLER AND HER SITUATION
“Who may we thank for referring you?”
THIS WAS ASKED EVEN THOUGH SHE KNEW THE CALLER WAS RESPONDING TO A MAILING. WHY?
TO DEMONSTRATE CONFIDENCE THAT THE PRACTICE IS SO GOOD ALL ITS PATIENTS HAPPILY REFER THEIR FRIENDS AND FAMILY.
You said you are not currently in discomfort now, but have been in past the past. What’s going on with you that led you to call us today?
THIS IS THE ‘WHY NOW?’ QUESTION, THAT LETS YOU KNOW WHAT IS IMPORTANT, AS WELL AS URGENT, TO THE CALLER, AND THEREFORE TELLS YOU HOW TO SUPPOR THEIR DECISION TO SCHEDULE AN APPOINTMENT ‘NOW.’ NOTE HOW THIS SORT OF ‘PROBING’ TYPE QUESTION CAN ONLY BE ASKED ONCE YOU HAVE MADE A CONNECTION WITH THE CALLER.
‘That’s definitely something we can help you with….’
SHOWS CONFIDENCE AND ENTHUSIASM
She also maintained proper pacing with the Caller, and never interrupted or ‘talked over’ her.
Note how the Caller referred to the Mailer as a ‘flyer,’ which could serve to cheapen the perception of the practice, while the Team Member referred to it as “…our New Patient Invite.”
The Team Member carefully listened to the Caller’s story, and made no judgment at how long it had been since she last saw a dentist.
To confirm her understanding, the Team Member restated the Caller’s purpose for calling.
She also respectfully encouraged the Caller to complete paperwork in advance of the appointment.
“Do you have access to a desktop or laptop computer. I’m going to send you patient forms…”
Finally, she confirmed the Caller knew how to find the practice, and ended the call on a supportive and enthusiastic note.
What We’d Have Liked To Hear
-We might like to have heard the Team Member use the Caller’s name a bit more.
-The Team Member might also have explained why it was in the Caller’s interest to complete patient
forms ahead of time (less time in the office, easier to read/magnify online, etc.).
With that written, this Team Member gets an A+, which also explains why she consistently converts such a high percentage of prospective patient calls into solid appointments.