So, You Have A Lead, Now What?
Author: Izzy Dalrymple
Published: 10/15/2021
You’ve been marketing your practice, perhaps through social media, PPC, or traditional media and it’s paying off. Leads are coming in. Form fills, phone calls, and even texts, but you are struggling to take the patient from a lead to an appointment. Why does this happen?
There are many reasons that booking a patient can be a struggle, but one of the most common obstacles lies in customer service. Customer service seems so simple, yet it is an art that is lost in today’s world of fact paced, push forward, and don’t slow down mentality. Think of the last person you interacted with at a restaurant, grocery store, or even your recent doctor’s appointment. Was it outstanding? Did you feel seen? Did you walk away from the experience feeling satisfied and with a smile on your face? While that does happen, it is rare.
What Are The Most Important Factors In Great Customer Service?
Of course, every person you deal with will be different, but by using some basic principals of customer service and phone etiquette plus managing client expectations, securing an appointment will be much easier.
First, this seems obvious, but ask for and use the name of the person you are speaking to. Directly addressing them will help in them understanding that you are invested in why they are contacting you.
Second, actively listen and respond to the patient with direct and clear answers throughout the conversation. Make sure you are hearing their specific concerts or requests. Pinpointing their concern and addressing it promptly will help lead to the desired result.
Third, be upbeat, try smiling while you talk. It might seem awkward, but it will resonate in your voice. People tend to let their guard down when they find the person they are speaking with is friendly and non-combative.
Fourth, if you are talking to a patient via phone, don’t keep them waiting. Nobody likes waiting. Not on a checkout line, not in traffic and certainly not on the phone. Answer the phone within 2 – 3 rings and try not to put the caller on hold unless you must, and then return as quickly as possible with an apology for the delay.
Fifth and lastly, be empathetic and genuine when handling any concerns. Everyone likes to be understood and patients are typically nervous or apprehensive in the first place, so being kind and understanding will go a long way.
End Game:
Finally, treat each patient facing opportunity like gold. The only thing standing between you and a successful interaction is yourself. Be knowledgeable, genuine, upbeat, understanding, and basically everything you would want if you were interacting with a service provider. Start each day with a positive attitude and enjoy great results. Can you make everyone happy? Of course not, but the majority will do just fine!
Interested in learning more about closing high-dollar cases? Attend The Closing Institute and learn how to predictably scale implant production by implementing advanced marketing and sales strategies from the leading experts in the industry! With courses in Clearwater, FL and Las Vegas, NV, this isn’t just theory. This is a tried and true method to grow your full arch production and develop your team to strategically and consistently close high-revenue, dental implant procedures.
Dental specialists interested in learning more about Progressive Dental Marketing's award-winning services and continuing education seminars are invited to contact the dental marketing company in Clearwater, FL. Progressive Dental Marketing can be reached by calling (727) 286-6211 or by visiting progressivedentalmarketing.com. Or feel free to explore our website and the several case studies we have!
If you are interested in hearing more from Bart Knellinger, come to one of our upcoming dental continuing education courses. Visit boostfullarchcases.com today to reserve a spot for you and your team!
Progressive Dental is more than just a marketing company, we are a company located in Clearwater, FL dedicated to dental practice growth. Our team was founded on creativity, collaboration and hard work. We are constantly evolving and are passionate about providing the best suite of dental marketing services for our clients. They are the reason we jump out of bed!
