We listen to a lot of dental practice phone call recordings. Often the caller will ask the receptionist a question that the receptionist does not know the answer to. Here’s what we hear when that happens: 1- Default to “You need to come in for a consultation” This...
The title of this article is borrowed with acknowledgement from an email I received this week from Mary Portas and The Portas Agency. I have copied the email message in its entirety here, because the message is SO, SO IMPORTANT!!! ‘I’ve just spent a month down under,...
I phone dental practices on a very regular basis. And one thing that is consistent about how the phones are answered at dental practices is that there is no consistency in how they are answered. Remember, what gets said by the staff when answering the dental practice...
This quote from J. Willard Marriott came across my desk again this morning: “It’s the little things that make the big things possible. Only close attention to the fine details of any operation makes the operation first class.” It’s a quote that appears in front of me...
Are you continuously working on your customer service processes? This is a very important question. The key word in this question is “continuously”. Please note that I have chosen to use the word “continuously” and not “continually”. What is the difference between...