What’s In A Name? Everything!
In our combined 50+ years coaching dental practices Bill Blatchford and I have learned that the range of quality when it comes to handling inbound telephone calls from prospective patients runs the gamut from superb to “sub-perb.”
As getting prospective patients to call your office can represent a sizable investment in marketing, it is incumbent upon the team to be ready and able to deftly convert these ‘suspects’ into solid patient appointments.
While there is an entire technology concerned with becoming master telephone communicators, one of the simplest ways to improve your conversion of first-time callers into solid patient appointments is to get the caller’s name early in the call, and use it often during the call. Until you refer to people by name, they really do not ‘exist’ for you, nor do they perceive that they are being heard and cared about by you.
As you already know:
people don’t care how much you know
until they know how much you care
so get the name early, and use it often.
An easy and effective way to do this is to use the following script in responding to the caller’s first question (whatever it is!):
I can help you with that. My name is [your name]. May I ask who I am speaking with?
Try it, and you’ll see the positive difference this will make in connecting with your new patients.