How do I market my dental practice? Or how can you keep the ones already calling?
This question is common among practice owners seeking growth. One of the most overlooked yet powerful ways to attract and retain patients is by optimising how your practice handles phone calls. Every call is a chance to convert an enquiry into a loyal patient, yet many dental practices miss opportunities because they do not evaluate or score their calls.
Answer Quickly and Professionally
The first impression begins the moment the phone rings. Answer promptly, ideally within three rings, and greet the caller warmly. Introduce yourself by name and clearly state the practice’s name. Consistency in greetings reassures the caller they have reached a professional and reliable service.
Listen and Engage with the Caller
Active listening is key. Use the caller’s name, acknowledge their concerns, and reflect back what they share. For example, if a patient mentions discomfort or pain, express empathy before moving on to booking an appointment or providing information. Engagement builds trust and improves the likelihood of converting the call.
Identify and Address Specific Needs
Calls vary—some are routine enquiries, while others involve complex procedures. Asking open-ended questions like, “What prompted your call today?” helps uncover patient needs. Understanding these needs allows your team to provide tailored advice and highlight services the patient may not initially consider.
Provide Clear and Accurate Information
Clarity and accuracy are critical. Explain treatments, costs, or benefits without using jargon. For example, if discussing dental implants, outline the process and advantages in simple terms. Clear information helps patients feel confident in their decision and increases the chances of booking.
Confirm Details and Next Steps
Before ending the call, summarise key points and confirm appointments. Phrases like, “We’ve scheduled your appointment for Tuesday at 10 AM. Is there anything else I can help with?” reduce confusion and reinforce professionalism.
Follow Up on Missed Opportunities
Some calls may not lead to an immediate booking. Implement a system to track and follow up on missed opportunities. Regular follow-ups can convert these calls into appointments, ensuring no potential patient is lost.
Use Call Scoring to Improve Performance
Call scoring evaluates conversations based on criteria such as greeting, empathy, accuracy, and closure. Reviewing scores regularly helps identify training needs and ensures every team member consistently provides high-quality patient experiences.
For dental practice owners wondering, “How do I market my dental practice?”, the answer often starts with how well calls are handled. Every call is a chance to make a positive impression, address patient needs, and convert enquiries into long-term patients. By implementing call scoring and reviewing calls, you ensure no opportunity is missed and every interaction contributes to practice growth. Get in touch.
