I was doing an online training for some dentists last week and I was advising them about the three key points that need to be covered on every incoming phone call at their dental offices, if they want to increase their practice new patient conversion numbers.

That’s only if the dentists want to increase the number of new patient call conversions happening on their phones.

If they don’t want to increase new patient numbers, and they’re happy wasting money on marketing and wasting money on getting the phone to ring, but not converting those calls, then they can simply ignore this advice and keep on doing what they are doing.

But if they want to increase their practice new patient numbers, then consistently doing ALL OF THESE three key things will dramatically improve their telephone conversions.

The interesting thing is that also doing these three key things in every face to face communication with patients and customers will dramatically increase customer satisfaction and also customer retention.

These three key things that need to be the backbone of every conversation are what supports the fact that everybody that we interact with just wants to feel important, valued, and understood.

So what are these three key things?

Well, in all communications with customers you need to always cover and include these three important considerations:

1- Be a friend

In all communications, coming across as “less than friendly” is improper and inadequate.

Always be friendly, and behave, as a friend would.

That means caring, and showing that you care.

2- Solve their problem

Truly listen with the intent to help, and uplift.

If you can find the solution that your customer or caller is looking for, you’ll become their favourite person in the world.

Go into every interaction and conversation with the purpose of being a problem solver.

But that means that you need to be LISTENING on a visceral level.

Don’t listen just to reply or respond.

Listen intently so that you can SOLVE.

3- Give them hope

At the end of your conversation, your client or patient will feel uplifted if they believe you have given them hope, and pointed them in the right direction, and helped them to progress to a solution.

In a friendly and courteous manner.

And that’s all great customer service is really. It’s about adding value, adding hope, and being truly on the other person’s page.



Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business