Setting yourself apart and having a point of difference in your business has never been as important as it is right now.
So how do you set yourself apart from the rest?
I believe an easy and quick way to make an amazing difference is on the first phone call to your business.
When your team answer the first phone call from a prospective patient, they need to create the right first impression.
The first impression on the first phone call happens within a few seconds.
Your phone greeting must be great!
The phone greeting should be welcoming, polite, friendly and warm and give the very best first impression.
You don’t want the person answering your phones to have a dreary, sleepy, uninterested, muffled voice that is hard to understand and hear.
This is a bad start to any phone call.
Listen to your team and ensure you are hearing what you want all your patients to hear.
Are they asking the caller’s name and saying it back in a cheerful manner that gives the caller the impression you are ready to help them and they have called the right dental practice?
You can very quickly give the caller the wrong impression and it can put them off wanting to continue the call and make an appointment.
Most people when they call a Dental Office have a lot of questions and have a lot to say to you, so listen and be polite.
Giving the caller time and attention is something many offices overlook.
If you give the caller time, and you listen, then you are off to a head start straight away.
You have set the tone.
In the first thirty seconds of that first call, the caller has already decided if they like your office and want to do business with you.
People love to talk so let the caller talk.
Find out what you need to know and listen.
You are now building rapport just by listening.
How easy is that?
You now leave a lasting impression on the caller.
Jayne Bandy is a certified CX Experience coach.
Jayne works with her husband Dr. David Moffet 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 Jayne and David can help your business