Phone Mastery for Dentists is a vital resource for dental professionals seeking to enhance their practice management and marketing strategies. This episode of this podcast focuses on mastering phone communication, a key element in patient interactions that can significantly influence practice growth. By emphasizing effective phone calls, the series aims to improve patient engagement and satisfaction, contributing to long-term success in the competitive dental industry.
Transcript
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It’s a sunny day at ABC dental.
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How may I help you?
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Is that how your phone sounds? Sometimes?
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You need some help.
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We’re going to help you today on
Marketing Chairside.
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Welcome to the Marketing Chairside podcast
by Pro Impressions Marketing,
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where the team covers
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a variety of dental marketing ideas
to help you attract more new patients
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in the quantity and quality
you need to grow your practice.
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So that was Laura Nelson
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from Front Office Rocks
my guests on the show today.
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Who is going to whip us into shape?
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Laura, thanks for being on the show today.
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Thanks.
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I’m using my acting skills today.
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All righty, I love it.
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Yeah,
we’ve got a great story store and show.
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Yes, we’ve got a great store in the show.
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for our listeners,
we’re going to be talking about
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the biggest problems that we have
when we answer the phones.
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And given some tips for how to make the
most out of the, phone leads that we get.
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So, Laura, let’s start
with the most common mistakes that,
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people can make
when they’ve got the phone ringing.
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The first thing I would say
is respecting the phone,
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because we get so busy in the phone
office, we have a million things to do.
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And I actually have heard
a lot of dentists
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who give the advice to their team members,
and I 100% disagree with this.
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The person in front of you,
or what’s going on in
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the office is more important
than the phone.
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And I disagree with that 100%,
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because we spend lots of money
to make that phone ring.
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We have to remember that our patients
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are calling to a place
that they don’t necessarily want to go to.
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Right.
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They don’t love drills and needles
and dental offices.
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So if we’re already giving them
the excuse that either it’s not important
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or I’ll call another office
or were too busy for them,
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it’s starting off on the wrong foot.
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So the first thing is respecting
the phone.
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The second thing I would say is
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from the very first day of an employee
coming to work for you.
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The training that we do around the phones,
because so many times we take
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somebody brand new to the front office,
can you answer the phones?
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And they’re like, yeah, I can answer
the phones. And technically they can.
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They can answer the phone,
but can they answer your phones?
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Are they trained for your practice?
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Do they know what procedures you do?
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They know how to handle insurance.
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They know how to handle
how much is something.
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And so what we do is we take a brand
new employee who’s nervous, not trained,
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and we put them on the phones first,
which is the worst thing
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because again, we’re paying money
to make those phones ring.
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So that would be the second thing
that I think is, is the biggest thing.
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And then lastly,
and I could go on 20 things,
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but I’ll, I won’t go on forever here.
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lastly, it’s just a matter of training
all of our team members to understand
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the purpose of those calls and why
the patients ask the questions they ask.
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And recognizing that, again, we put drills
and needles in people’s mouths.
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They’re not super excited about it.
They don’t know what questions to ask.
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The longer we’re in dentistry,
the more we can get beat down.
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We can get, you know, arrows in our back.
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We get our patients get upset,
we can have insurances decline things.
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And the more that happens,
the more we sort of get into the
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I call it the dental box.
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And so we have to regularly be sort of
picking our team up out of the dental box
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and bringing them back to the business
box, because it is a it is tough.
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It is.
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We get a lot of tough questions
on the phone.
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We get a lot of tough questions
for patients, and we’ve got to re-energize
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our team on a regular basis to remember
the importance of those phone calls.
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I feel like we can just take
what you just said and slow it down
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for the rest of the episode,
and good, we’d have value there.
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but speaking of
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values, I heard you say something that,
when I first heard it blew my mind.
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Just that the patient doesn’t
know the questions to ask.
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But that doesn’t mean that they don’t
value things that they would ask questions
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about if they knew how to ask questions
about, like, does your training matter?
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And is that going to improve
my experience, you know?
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Or does your professionalism
make me more comfortable
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when I actually come to your office?
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Like they’re not going to
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ask those questions,
but they need to know the answers,
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because if they’re going
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to be a patient at your office,
they probably have those values.
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And that front desk person’s
job is to start the process of recovery.
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Those one of the things that I feel like
I see,
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I mean, being fun to where I think
is absolutely huge,
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but even just remembering
that you’re a human being, speaking
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to another human being
when that phone rings, how valuable
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is it to ask the patient’s name
and when should that come up?
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Well, I would,
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and what you said I totally agree with
I want to back up because you’ve mentioned
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a few things that are which are amazing.
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So first of all, the reason
that I even started front office rocks
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is because when I got into this industry,
the only phone training systems
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that were out there were very script
based, you know, like reading a script,
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answering the calls
and doing in a certain way.
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And I do think
we need to train our team members.
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But I don’t love scripts
because when you read off a script,
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your attention is more on
the script than the person.
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And like you said,
we need a human talking to a human.
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And so we need our team members
to be confident
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in how to answer the questions
and handle the phone calls.
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But we needed to say from their words,
we need them to be focused on the patient,
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not the script.
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The second thing about that,
that you talking about is that patients,
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when they call in most of the time,
they ask, do you take my insurance?
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Or how much is something?
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Maybe they’ll ask,
do you have evening or weekend hours?
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And really, that’s because those are two
different topics that they’re focused on.
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When they call,
they want to know about their insurance
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and they want to know
about their pocketbook. Right.
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Because that’s all they really know.
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Our patients
don’t know about their dental needs.
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They don’t know the questions
they should be asking.
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And so they ask insurance or they ask them
money or evening or weekend means
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I don’t have to take time off of work.
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I don’t lose money
if I can come to you during those times.
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So our team members,
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we could get really frustrated
and be like, oh everyone,
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all the patients are worried
about insurance or everybody’s
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worried about money, or we can understand
that’s all they know to ask, right?
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Think about something where you called in
as a as a you didn’t know what to ask
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and you call
and you’re like, I’m not really sure
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exactly what I’m asking, but
how much is a consultation or whatever?
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That’s all they’re doing is
they don’t know what to ask.
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And so it’s important that we realize that
that’s
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what what they should be asking, like you
said, is when was the last time
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your doctor went to see, you know,
where did they graduate in their class?
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is there any lawsuits
against your dentist?
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You know, they should be asking
what technology do you have,
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but they don’t know.
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And so if we let the call be directed
by the patient and not understand,
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that’s all they know, they’re going to ask
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the insurance question
or the money question.
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We’re going to answer it
and they’re going to hang up.
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And we shouldn’t
let our patients decide to honest.
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They’re going to come to us
based on those questions.
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They should not make a decision
on insurance or money without us
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at least trying to get them to understand
why they should come to our practice.
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And so we really need to take control
of the phone call
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when they ask those questions,
and not just answer them, because that’s
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leaving the patient in control of the call
versus the team member.
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I don’t know, you’re a trainer, so
you probably are comfortable doing this.
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I love to do this, and my team hates it
because it makes them super uncomfortable.
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But can we do some role playing?
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Yeah, actually,
and I’m glad you bring that up
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because role playing
I do this when I speak
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and when we’re in audio and all the time
people are rolling their eyes.
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Doctors have to go to the bathroom. Like,
whatever, it sucks.
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I’m just going to say it is like,
even though I’m like,
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you’re putting me on the spot,
I can feel my heart pressure raise, right?
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But I’d rather do it with you
or in a safe place
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with my team or with, as a new,
you know, with employees.
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Because then when the patient asks,
you’ve already.
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Because you’re retraining
your subconscious of, like, to answer.
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Exactly, exactly. So I love it.
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Even though I felt my heart palpitating,
I’m like, oh, I hope I do.
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Well, I hope. You got all this memorized.
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So I know, you know, make it even worse.
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I’m going to be the patient. Okay,
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so ring, ring ring.
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I’m calling, Nelson Family Dentistry.
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hi. I’m wondering,
do you accept Bluestone Insurance Company?
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We actually work with that insurance.
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we’re not considered in network for it.
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And I’ll explain what that means
in a little bit.
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But let me ask you
a couple questions. First.
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First of all, what’s your name?
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Oh, I’m Jonathan.
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Nice to meet you, Jonathan.
Welcome to our practice.
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Can I find out how did you hear about us?
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Well, I just hopped on the internet and,
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typed in Family Dentist near me.
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Okay, cool. So you live in the area?
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Yes, ma’am.
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That’s awesome.
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So why are you looking for a new dentist?
Jonathan?
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Well,
honestly, I’m not exactly new to the area.
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I moved here a couple of years ago,
but I haven’t been to the dentist, and,
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you know, chipped a front tooth,
and I just figured I gotta get
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the whole works fixed on an updated.
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Awesome. Well,
we would love to welcome you here.
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You actually picked one of the best
practices in our whole state.
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So no worries that you haven’t
been to the dentist in years.
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That’s okay. It happens. We understand.
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so again, my name is Laura.
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What I’m going to do
is just get a little information from you.
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I want to find out,
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you know, the time that works
best for you to schedule an appointment.
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And then, like I said, we can go through
all your insurance stuff.
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So why don’t you give me an idea?
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When would you like to come in
for an appointment?
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And then I’ll kind of go from there.
So what?
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What I would say is, at this point,
we build a little rapport with them.
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We find out why they’re calling,
we start to bring them into
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when are they going
to schedule appointment.
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And then I’m going to explain
how they insurance work.
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So, what what I did
and what I, what I train on
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is that I don’t say no in the beginning
because I want
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to get the conversation going.
I want to build rapport with the patient.
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And then you can handle the insurance
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question
however you handle it in your practice.
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We’re not a network,
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but we take out in-network benefits
or we’ll we’ll verify your insurance.
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We have assignment.
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Whatever you say is fine
because we want you to be real
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and truthful with the patient.
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But just don’t do it
so much in the beginning,
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because we want Jonathan to fall in love
with the practice so that he’s like,
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you know what? Yeah, that’s great
no matter if you’re in network or not.
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So that that’s kind of the the flow
I would suggest of like taking a patient,
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the new patient through the appointment
or the first call.
00:10:05:16 – 00:10:10:15
How do you feel about we have a lot
of patients that have blues concerns.
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What I teach is that we should always say
yes or something positive.
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So yes. Do you take that insurance? Yes.
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Do you have evening hours? Yes.
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It depends or yes or something
positive. Right.
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I used to say always say yes.
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So if somebody says
do you take that insurance. Yes.
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We have a lot of patients
without insurance.
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Yes we have. Right.
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But somebody said when they say
do you have weekend or evening out or. No.
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What was the question. Do you.
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Yes. Doesn’t work for every question.
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I can’t think of the time
I have what it was.
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So it’s or something positive. Right.
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So just what we’re trying to do is we’re
trying to take control of the call.
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And if you say no or something negative,
I mean, think about that.
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If you’re like, hey,
do you want to get lunch?
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I’m like, no.
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And then I’m like, wait, wait, wait.
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Well, I’ve already I’ve already cut
that connection with you.
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Right?
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So what I’m trying to do is I’m just
trying to connect with the person
00:11:01:23 – 00:11:06:26
so that then I can control the call
of asking the questions I want to ask.
00:11:07:05 – 00:11:09:00
Then we can handle the questions.
00:11:09:00 – 00:11:10:23
So just yes or something positive.
00:11:10:23 – 00:11:12:08
Whatever works for you.
00:11:12:08 – 00:11:14:21
And in your practice, in your words.
00:11:14:21 – 00:11:17:02
Yes. Absolutely. Yes.
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Yes. Exactly.
00:11:19:08 – 00:11:20:15
I know you said
00:11:20:15 – 00:11:25:02
that scripts are something that you steer
people away from.
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How can you train team
to think on their feet
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and to handle these types of things?
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I mean, one like giant nugget you dropped
earlier was don’t
00:11:37:07 – 00:11:41:23
have the newest person in the team handle
the phones.
00:11:41:27 – 00:11:44:07
They’re learning a bazillion things
at that point.
00:11:44:07 – 00:11:47:17
And so training on the phones
while learning the practice,
00:11:47:17 – 00:11:50:04
I can totally see that
being a train wreck.
00:11:50:04 – 00:11:52:26
yeah. But like, let’s start with this.
00:11:52:26 – 00:11:56:17
Is everyone trainable
or is there just no fit problems?
00:11:56:17 – 00:11:57:21
Okay. Yeah.
00:11:57:21 – 00:11:59:24
I’m not a fan of scripts.
00:11:59:24 – 00:12:02:08
When somebody’s answering the phones.
00:12:02:08 – 00:12:06:00
Now, I do think
that you have to give your employees
00:12:06:00 – 00:12:09:08
when you’re training them
the ideas of things they should say.
00:12:09:08 – 00:12:11:10
So I’m really big on explaining why.
00:12:11:10 – 00:12:12:29
Why do we want to do something?
00:12:12:29 – 00:12:14:11
So like I explained the reason
00:12:14:11 – 00:12:17:21
I want to say why or yes or something
positive is because.
00:12:17:21 – 00:12:20:05
And I explain like this is why, right?
00:12:20:05 – 00:12:23:05
So I want to make sure
that the team members know why.
00:12:23:09 – 00:12:26:07
We can give them different ways
to say things.
00:12:26:07 – 00:12:26:18
Right.
00:12:26:18 – 00:12:30:00
So like you could say it, you could say
we work with a lot of insurances.
00:12:30:00 – 00:12:31:25
We have a lot of patients
that have insurance.
00:12:31:25 – 00:12:34:03
We will help you verify your insurance.
00:12:34:03 – 00:12:38:20
You can say it in your words
so you can give script ideas,
00:12:38:29 – 00:12:41:12
but then the person
needs to internalize it.
00:12:41:12 – 00:12:43:16
And that is really what the difference is.
00:12:43:16 – 00:12:47:08
Because when I’m on the phone,
if I got my piece of paper
00:12:47:08 – 00:12:50:20
and I’m like, yes,
we work with your insurance, right?
00:12:50:27 – 00:12:52:09
It doesn’t feel real.
00:12:52:09 – 00:12:56:23
I want my example of this is like somebody
who answers the phone in New York
00:12:56:23 – 00:13:00:02
City is going to answer the phone
really different.
00:13:00:02 – 00:13:01:24
They’re going to be efficient.
They’re going to be quick.
00:13:01:24 – 00:13:04:14
That’s how they are versus
somebody in the South.
00:13:04:14 – 00:13:06:25
You know, somebody in the South
is going to be “Bless your heart.
00:13:06:25 – 00:13:07:29
Welcome to our practice.”
00:13:07:29 – 00:13:11:02
And I don’t I want the the employee
00:13:11:12 – 00:13:14:20
to be able
to bring that energy to the phone call.
00:13:14:20 – 00:13:16:23
So and I remember what
your second question was,
00:13:16:23 – 00:13:17:12
but that was where
00:13:17:12 – 00:13:19:28
I just want to make sure I was clear,
like you do have to train.
00:13:19:28 – 00:13:24:11
Oh, and then my other thought is then
you have to practice because if it doesn’t
00:13:24:11 – 00:13:27:19
found some natural if it sounds forced.
00:13:27:27 – 00:13:29:00
one of my examples on
00:13:29:00 – 00:13:32:09
this is I’ve used to do
mystery calls into it all into offices.
00:13:32:09 – 00:13:35:19
And I called an office
and the girl answered the phone.
00:13:36:15 – 00:13:39:05
It’s a sunny day at ABC dental.
00:13:39:05 – 00:13:40:11
How can I help you?
00:13:40:11 – 00:13:44:06
And I was like, okay, I don’t think it’s
very sunny at ABC dental.
00:13:44:14 – 00:13:47:21
but I think really, honestly, either
she was having a bad day or she was like,
00:13:47:21 – 00:13:50:09
this is the dumbest script
I’ve ever had to say, you know?
00:13:50:09 – 00:13:53:03
And so that comes across to the patient.
00:13:53:03 – 00:13:56:27
So if your team isn’t authentic and real,
the patients are going to feel
00:13:56:27 – 00:13:59:08
that energy.
So I forgot what your other question was.
00:13:59:08 – 00:14:02:08
But that’s my thought
on unscripted training.
00:14:02:10 – 00:14:05:24
Well,
how do you know if the person in the front
00:14:06:08 – 00:14:11:15
desk position, the person answering
the phone is the right fit and
00:14:11:21 – 00:14:16:00
is going to be trainable to be successful
if they’re having troubles with it?
00:14:16:01 – 00:14:20:13
I’m a huge fan of hiring people
in the front that not necessarily
00:14:20:13 – 00:14:21:15
have to have dental experience.
00:14:21:15 – 00:14:24:09
I’m not saying having dental experience
isn’t great, that’s amazing.
00:14:24:09 – 00:14:27:28
But many times we are so focused
on getting somebody with dental experience
00:14:27:28 – 00:14:32:01
that we we hire people who bring bad
dental habits into our practice.
00:14:32:01 – 00:14:35:01
I would rather hire somebody,
especially answering phones,
00:14:35:02 – 00:14:37:07
that just has the right attitude
and the right energy.
00:14:37:07 – 00:14:39:13
And so that’s a whole ‘nother discussion.
00:14:39:13 – 00:14:41:26
We could do in the future
of just like hiring and find
00:14:41:26 – 00:14:43:12
and finding the right people.
00:14:43:12 – 00:14:48:08
But the biggest thing is I want somebody
there that’s almost like a grid, right?
00:14:48:08 – 00:14:49:06
Like this is somebody
00:14:49:06 – 00:14:53:06
who’s got knowledge or no knowledge
on the topic that you want.
00:14:53:11 – 00:14:54:16
And then this is,
00:14:54:16 – 00:14:58:22
no willingness to learn and energy
versus willingness to learn and growth.
00:14:59:03 – 00:15:04:00
I would rather, of course, up here
in the square knowledge and attitude.
00:15:04:10 – 00:15:05:12
That’s a rock star.
00:15:05:12 – 00:15:06:06
That’s amazing.
00:15:06:06 – 00:15:10:01
If we can get somebody who is willing
to learn and attitude, that’s great.
00:15:10:01 – 00:15:10:24
Right.
00:15:10:24 – 00:15:14:15
but if I can’t get a rock star,
I’d rather hire somebody
00:15:14:20 – 00:15:19:02
who’s a willingness to learn who has
the right personality, and I’ll teach them
00:15:19:08 – 00:15:24:14
the dental versus somebody who’s over here
who knows a lot but isn’t trainable.
00:15:24:29 – 00:15:25:09
Right?
00:15:25:09 – 00:15:28:06
Who’s willing
to, like, grow and learn and do better.
00:15:28:06 – 00:15:32:15
So so really, it’s it really has
to do with where do they fall on the,
00:15:32:16 – 00:15:33:17
on the spectrum there.
00:15:33:17 – 00:15:33:25
Yeah.
00:15:33:25 – 00:15:38:03
Especially when you end up telling people
doctor needs to see you
00:15:38:03 – 00:15:41:29
in order
to tell you the answer to XYZ question.
00:15:43:11 – 00:15:45:21
You don’t have to be the dentist
to answer the phone
00:15:45:21 – 00:15:49:11
and say, we absolutely help people
with that problem all the time.
00:15:49:17 – 00:15:53:18
I couldn’t tell you exactly on your,
you know, case, but I’d love to get you in
00:15:53:18 – 00:15:54:24
for an appointment.
00:15:54:24 – 00:15:57:04
What am I?
You actually bring up a good point to?
00:15:57:04 – 00:16:00:04
One of my pet peeves
that I hear a lot is when,
00:16:00:18 – 00:16:04:06
an office or a patient will call in
and say, like, do you do implants?
00:16:04:14 – 00:16:08:20
And technically, maybe you don’t place
implants, but you restore implants, right?
00:16:08:20 – 00:16:11:20
You may send a patient out to a specialist
and then they come back.
00:16:11:26 – 00:16:13:16
You can help a patient they don’t need.
00:16:13:16 – 00:16:15:00
We don’t even know
if the patient needs an implant.
00:16:15:00 – 00:16:15:29
Maybe they need a bridge.
00:16:15:29 – 00:16:17:04
Maybe they have two teeth.
00:16:17:04 – 00:16:19:08
Another side,
they’re feeling like we don’t even know.
00:16:19:08 – 00:16:20:18
We can’t diagnose over the phone.
00:16:20:18 – 00:16:24:25
So if you’re if you’re team members
and in their mind, especially an employee,
00:16:24:25 – 00:16:27:17
like it’s not on the list. Nope.
We don’t do implants.
00:16:27:17 – 00:16:28:28
No, we don’t do implants.
00:16:28:28 – 00:16:31:03
Like get the patient in. Right.
00:16:31:03 – 00:16:32:29
You can help the patient regardless.
00:16:32:29 – 00:16:34:26
You’re going to restore the implant.
Maybe we’re going to do a bridge.
00:16:34:26 – 00:16:36:27
We don’t even know what the patient
needs. Right.
00:16:36:27 – 00:16:38:10
So do not.
00:16:38:10 – 00:16:39:19
You’re not clinical over the phone.
00:16:39:19 – 00:16:44:10
Your job is to get the patient
as best as you can to come
00:16:44:10 – 00:16:47:24
in to, to the appointment so that we can
clinically see what the patient needs.
00:16:48:03 – 00:16:48:28
Absolutely.
00:16:48:28 – 00:16:53:25
So what are some top tips
like, triaging kind of thing
00:16:53:25 – 00:16:57:18
for the techniques
that can get you the biggest results.
00:16:57:18 – 00:17:00:24
Just the low lying fruit
for improving phone intake.
00:17:00:24 – 00:17:02:12
Well that’s easy.
00:17:02:12 – 00:17:05:07
The number one thing is answer the phone.
00:17:06:20 – 00:17:09:08
Answer the phone, answer the phone,
answer the phone.
00:17:09:08 – 00:17:10:06
There’s so many.
00:17:10:06 – 00:17:12:20
And I’m sure you guys do this
and you know this kind of information.
00:17:12:20 – 00:17:16:03
But there’s so many ways now to make sure
00:17:16:03 – 00:17:19:22
your phones are answered and to track
what’s going on on your phones.
00:17:19:22 – 00:17:21:29
And I know I’ve been in dentistry
for over 20 years.
00:17:21:29 – 00:17:24:26
And I remember in the beginning, like,
I don’t want anyone recording my calls.
00:17:24:26 – 00:17:28:25
I don’t want anyone I, you know,
but now the information
00:17:28:25 – 00:17:32:02
is so invaluable
to us, are so priceless to us.
00:17:32:12 – 00:17:34:01
So the first thing is answer your phone.
00:17:34:01 – 00:17:37:03
There’s so something like 91
calls a month or missed
00:17:37:03 – 00:17:40:12
and maybe even you know, better statistics
but just not even answer.
00:17:40:13 – 00:17:41:13
So that’s the first thing.
00:17:41:13 – 00:17:44:13
The second thing is, is that lunch we find
when you
00:17:44:15 – 00:17:48:07
when you look at your metrics, most calls
come in between 11 and 2.
00:17:48:08 – 00:17:48:17
Yeah.
00:17:48:17 – 00:17:51:29
That’s when we send our best people
at the front office to go to lunch
00:17:51:29 – 00:17:55:04
and we bring up a dental assistant,
or we let it go to voicemail or whatever,
00:17:55:09 – 00:17:57:03
whether they’re new patients
or they’re calling
00:17:57:03 – 00:17:58:28
to schedule the appointment,
they have a meeting schedule
00:17:58:28 – 00:18:00:24
or they’re calling to pay a bill,
it doesn’t matter.
00:18:00:24 – 00:18:03:20
We need our best people
answering the phones during that time.
00:18:03:20 – 00:18:07:04
So that would be the next thing I would
say is also cross-training, because not
00:18:07:04 – 00:18:10:28
only, you know, depending on your team,
maybe you got one person in the front
00:18:10:28 – 00:18:14:12
and they are, you know, doing
consults, checking patients in and out.
00:18:14:24 – 00:18:17:02
If your dental assistants or hygienist
are helping out,
00:18:17:02 – 00:18:19:16
they need to be trained on the phones
too, right?
00:18:19:16 – 00:18:23:24
Because every single phone call
is a potential new patient phone call.
00:18:23:24 – 00:18:25:22
And we should treat every phone
00:18:25:22 – 00:18:28:24
call that way,
even if it’s not a new patient phone call.
00:18:28:24 – 00:18:31:26
That’s just great customer service
for our current patients.
00:18:31:26 – 00:18:34:24
And that is one of the biggest problems
we have is a back door problem.
00:18:34:24 – 00:18:37:10
We’re all about getting the new patients
in, but we’re losing,
00:18:37:10 – 00:18:39:06
you know,
existing patients out the back door.
00:18:39:06 – 00:18:41:18
And that’s because we’re dropping
the ball on customer service.
00:18:41:18 – 00:18:44:25
So we really should be making sure
we’re elevating that when it comes
00:18:44:25 – 00:18:45:12
to the phones.
00:18:48:00 – 00:18:49:06
well, Laura,
00:18:49:06 – 00:18:53:00
if they don’t have the time
to leave their voicemail
00:18:53:03 – 00:18:56:04
that I don’t like that
they belong at my office.
00:18:57:03 – 00:18:58:04
Let me think of that. What do you think?
00:18:58:04 – 00:19:02:16
Oh. Well, then
then you should probably just make sure
00:19:02:16 – 00:19:04:24
that you have enough patients
you’re keeping in the practice
00:19:04:24 – 00:19:08:07
because you’re you’re definitely not
you’re not bringing the new patients in.
00:19:08:13 – 00:19:09:00
Yeah.
00:19:09:00 – 00:19:14:06
The voicemail thing is such a,
it’s like shallow rocks
00:19:14:06 – 00:19:20:09
between beneath the surface of the water
that dental offices are just not aware of.
00:19:20:09 – 00:19:26:21
How bad voicemail phone trees
I see those as marketing killers
00:19:26:21 – 00:19:29:21
because people don’t respond well to them.
00:19:29:21 – 00:19:33:15
I we definitely listen to our members
phone calls
00:19:33:19 – 00:19:37:21
because we want to know what’s happening
at the bottom part of the funnel.
00:19:37:21 – 00:19:40:19
You know that we need them
at the top of the funnel for sure.
00:19:40:19 – 00:19:44:23
And the bottom of the funnel and you’re
describing is the hourglass of thing.
00:19:44:23 – 00:19:48:21
We’re running out the sides,
but that’s absolutely critical.
00:19:48:26 – 00:19:52:15
I feel like phone tracking,
one of the missing pieces that,
00:19:52:27 – 00:19:57:18
a lot of dental offices don’t understand
is that you need to look
00:19:57:18 – 00:20:01:10
beyond the surface statistics,
and you need to be listening
00:20:01:11 – 00:20:05:28
to the calls to understand
what those statistics actually mean.
00:20:06:02 – 00:20:08:00
For example, a lot of phone tracking
00:20:08:00 – 00:20:11:28
systems have a metric for answered
calls is just answered.
00:20:11:28 – 00:20:15:15
But what they don’t know is that doesn’t
mean that your office talk to them.
00:20:15:20 – 00:20:17:18
That means that the call connected
00:20:17:18 – 00:20:21:18
and it could still go to voicemail,
but it would still show as answered.
00:20:21:18 – 00:20:24:00
If you’re not listening to your calls
and tagging them
00:20:24:00 – 00:20:27:21
and then looking at statistics,
your statistics could be lying to you.
00:20:27:23 – 00:20:31:02
Speaking of metrics,
did you know that Pro Impressions
00:20:31:02 – 00:20:34:23
Marketing has a marketing portal
called Pro View Analytics?
00:20:35:07 – 00:20:40:01
Our members enjoy a comprehensive of list
of services for their marketing,
00:20:40:10 – 00:20:45:13
and they have the accountability of call
tracking and metrics
00:20:45:13 – 00:20:49:23
that prove whether or not the marketing
is turning into business for them.
00:20:50:03 – 00:20:53:03
So if that sounds like something
that you might need,
00:20:53:19 – 00:20:56:10
hop online
and go to Pro Impressions group.com
00:20:56:10 – 00:21:00:00
and schedule
a no pressure consultation on the chat.
00:21:00:18 – 00:21:01:00
Right.
00:21:01:00 – 00:21:03:27
And the other thing I would say too
is I have two thoughts on that.
00:21:03:27 – 00:21:07:17
One is I’m thankful
I was never really trained clinically.
00:21:07:17 – 00:21:11:18
I went in the back once and assisted,
and I gave a guy a hickey with a suction
00:21:11:18 – 00:21:14:12
on the inside of his cheek
and had to call the husband or the wife
00:21:14:12 – 00:21:17:01
and say it was me with the suction,
so they never let me in the back.
00:21:17:01 – 00:21:18:04
I can turn over rooms
00:21:18:04 – 00:21:21:19
and I could sterilize,
but because what happens is a lot of times
00:21:21:19 – 00:21:23:21
we have people on the front
who are cross-trained
00:21:23:21 – 00:21:26:28
and they get pulled to the back, quick
turnover room, do this.
00:21:26:28 – 00:21:28:24
The impression like what?
00:21:28:24 – 00:21:30:07
Well, the problem is,
00:21:30:07 – 00:21:33:16
every time we pull somebody to the back
for five minutes, ten minutes,
00:21:33:16 – 00:21:37:21
that’s a potential 2 or 3 phone calls
during that time that we’re missing.
00:21:37:21 – 00:21:40:15
And so it’s hard to put a value on that.
00:21:40:15 – 00:21:42:27
What if nobody calls?
What if they’ll leave a voicemail?
00:21:42:27 – 00:21:43:25
But you did you
00:21:43:25 – 00:21:47:16
we just pulled a good person who could’ve
converted that person into a new patient
00:21:47:23 – 00:21:50:24
so that you can have impressions
poured, right, or whatever.
00:21:50:24 – 00:21:53:29
So that’s one of the biggest things
that I see happening
00:21:54:00 – 00:21:57:13
in that regard
is that this is an important role.
00:21:57:13 – 00:21:59:28
Like we are more than and I’m going
to actually challenge you a little bit.
00:21:59:28 – 00:22:01:08
We’re more than the front desk.
00:22:01:08 – 00:22:02:29
We’re not a piece of furniture.
00:22:02:29 – 00:22:03:09
Right?
00:22:03:09 – 00:22:06:14
We are front office
rocks rockstars for a reason.
00:22:06:21 – 00:22:09:24
We are the first and last impression
of every appointment, you know.
00:22:09:24 – 00:22:14:10
And so we need to realize
that we are valuable and so does the team.
00:22:14:12 – 00:22:16:12
And one of the other things
I was going to say is
00:22:16:12 – 00:22:20:01
I recommend with the call
answering, recordings,
00:22:20:12 – 00:22:23:23
that sometimes doctors will say, well,
I don’t have enough time to listen to them
00:22:23:23 – 00:22:26:21
or, you know, I don’t want my team
to think I’m whatever.
00:22:26:21 – 00:22:29:13
So if that’s the case,
I think that the team members
00:22:29:13 – 00:22:32:27
need to learn
and respect the ability to get better.
00:22:32:27 – 00:22:36:19
And one of the things that I would suggest
to offices is if the doctor doesn’t
00:22:36:19 – 00:22:40:07
have time to to listen to the calls,
have the team members
00:22:40:07 – 00:22:43:15
bring, here’s the best call of the week,
and here’s my worst call of the week.
00:22:43:15 – 00:22:45:05
Or here’s what I want you to listen to.
00:22:45:05 – 00:22:47:03
And here’s
what I really don’t want you to listen to.
00:22:47:03 – 00:22:49:15
But what could I do
to get better on this call?
00:22:49:15 – 00:22:52:23
Because I think that there are
sometimes you get off
00:22:52:23 – 00:22:55:25
of a phone call in the front
and we’re like, that was amazing.
00:22:55:25 – 00:22:56:26
I did so good.
00:22:56:26 – 00:22:59:14
And then sometimes,
and I’m guilty of it, I’m on a phone call
00:22:59:14 – 00:23:01:19
and I’m looking around like,
am I getting punked?
00:23:01:19 – 00:23:06:24
Because this call is going so badly,
but we’re dealing with people, right?
00:23:07:03 – 00:23:08:11
And so I need to go.
00:23:08:11 – 00:23:10:18
Okay, well, this call went badly.
00:23:10:18 – 00:23:13:19
Why did it go badly
and what could I do better next time,
00:23:13:19 – 00:23:15:02
whether that’s more training
00:23:15:02 – 00:23:19:10
or need to get an answer on something,
I don’t know, but, having the team members
00:23:19:10 – 00:23:23:17
involved in a pat on the back,
but also the willingness to learn,
00:23:23:17 – 00:23:27:17
I think is a great way
to incorporate that into the practice.
00:23:28:15 – 00:23:30:22
It’s a sunny day at ABC dental.
00:23:30:22 – 00:23:35:10
How may I help you have that
kind of attitude on your front phones?
00:23:35:10 – 00:23:37:14
Well, that’s
what we work on with Front Office Rocks.
00:23:37:14 – 00:23:41:21
We have an online training website
for your team to become rock stars
00:23:41:21 – 00:23:44:21
on the phones and everything
having to do with the front desk.
00:23:44:28 – 00:23:47:21
Check us out at frontofficerocks.com.
00:23:47:21 – 00:23:50:16
Well, and listening to calls together
00:23:50:16 – 00:23:53:25
and doing that conversation is going
to make sure that everyone’s aligned.
00:23:53:25 – 00:23:56:21
And that I see that all the time too.
00:23:56:21 – 00:24:01:24
And we’ll have a report call what we call
just like a sync up with the office team.
00:24:01:24 – 00:24:04:09
We work
with a lot of dental sleep practices,
00:24:04:09 – 00:24:08:04
and it happened this week
where an office was saying they didn’t
00:24:08:04 – 00:24:10:09
want a certain type of sleep call.
00:24:10:09 – 00:24:12:02
And we said, well, here’s the thing.
00:24:12:02 – 00:24:15:10
We hear these calls and someone called
and said, are you asleep?
00:24:15:10 – 00:24:15:26
Clinic?
00:24:15:26 – 00:24:20:03
And the person answering the phone assumed
they knew what that person was saying.
00:24:20:03 – 00:24:23:03
You’re looking for an overnight
sleep study
00:24:23:06 – 00:24:26:08
with a bunch of electrodes
connected to your head,
00:24:26:16 – 00:24:31:09
and you probably are a trucker
and need a certain type of thing.
00:24:31:17 – 00:24:32:28
Assumptions galore.
00:24:32:28 – 00:24:36:25
And we said,
well, wouldn’t you be best to ask,
00:24:37:24 – 00:24:39:09
what is the sleep clinic mean to you?
00:24:39:09 – 00:24:39:18
What?
00:24:39:18 – 00:24:42:12
How can we help you
and learn more about that?
00:24:42:12 – 00:24:45:08
Yeah, and actually,
that’s a really great point.
00:24:45:08 – 00:24:48:12
You know, we shouldn’t
judge our patients over the phone.
00:24:48:12 – 00:24:50:26
We shouldn’t diagnose them
and we shouldn’t judge them.
00:24:50:26 – 00:24:52:28
We shouldn’t judge our patients at all.
We have no idea.
00:24:52:28 – 00:24:54:22
We’ve all had the patient who walks in
and you’re like,
00:24:54:22 – 00:24:56:07
they’ll not be able
to afford this treatment.
00:24:56:07 – 00:24:58:29
And then they bring cash the next day.
So we shouldn’t judge.
00:24:58:29 – 00:25:01:00
We should be
we’re their healthcare providers.
00:25:01:00 – 00:25:03:03
We should be providing
health care to them.
00:25:03:03 – 00:25:08:10
And so many times we do have that problem
answering the phone where we judge
00:25:08:10 – 00:25:11:12
that they don’t have money
or that they don’t really care or
00:25:11:15 – 00:25:12:23
they’re not a good patient for our wreck.
00:25:12:23 – 00:25:15:22
You don’t know your job
is to get them in the door, right?
00:25:15:22 – 00:25:18:24
And just like you can’t judge,
the patient might say, do I need a crown?
00:25:19:06 – 00:25:20:19
You don’t know. We don’t know.
00:25:20:19 – 00:25:24:03
Maybe in our practice they need a filling
or maybe they need an implant, a crown.
00:25:24:03 – 00:25:26:06
We don’t know.
You can’t do that on the phone.
00:25:26:06 – 00:25:29:25
Our only job on the phones
is to build rapport that patient
00:25:29:25 – 00:25:31:19
and do our best
to try to get them to schedule.
00:25:31:19 – 00:25:36:11
So you are talking at the AADOM meeting
the American….
00:25:36:17 – 00:25:38:23
Okay,
I got it. I’m going to give you a trick.
00:25:38:23 – 00:25:39:24
It’s “A-Dom.”
00:25:39:24 – 00:25:42:24
so nobody calls it AADOM. It’s A-Dom.
00:25:43:01 – 00:25:44:11
and it’s the American—Yep.
00:25:44:11 – 00:25:47:11
American Association
of Dental Office Management.
00:25:47:13 – 00:25:48:28
And it’s one of my favorite.
00:25:48:28 – 00:25:51:25
So you can tell I’m a I’m a groupie. I’m
a I’m part of it.
00:25:51:25 – 00:25:55:21
So a dentist is maybe
maybe they don’t know about “A-Dom.”
00:25:56:05 – 00:25:57:27
They didn’t know it was an “A-Dom.”
00:25:57:27 – 00:25:58:15
They didn’t know.
00:25:58:15 – 00:26:00:24
They know actually. Funny story.
00:26:00:24 – 00:26:02:13
It is A. A. D. O. M.
00:26:02:13 – 00:26:03:18
It’s A. A. D. O. M.
00:26:03:18 – 00:26:05:05
And we have a lot of swag we buy.
00:26:05:05 – 00:26:06:22
They’re just like all of us in our groups.
00:26:06:22 – 00:26:08:26
And ours is very,
you know, they’re glittery and stuff.
00:26:08:26 – 00:26:12:15
And the first year I went,
I was so excited because this is my tribe.
00:26:12:15 – 00:26:16:21
And I went back to the practice and I had
an AADOM shirt on, and people are like,
00:26:17:14 – 00:26:19:23
“Uh-dahm? A—uh, A-ah, uh…?”
00:26:19:23 – 00:26:22:15
like, you know,
you get, you know, your things, right?
00:26:22:15 – 00:26:25:25
So, it’s “A-Dom.” If a listener has not
00:26:25:25 – 00:26:30:02
heard of AADOM, has never attended AADOM,
but they’re like,
00:26:30:15 – 00:26:33:16
this gal knows what she’s talking about,
and I want some more of what
00:26:33:16 – 00:26:35:29
she’s cooking. Sell them on that for me.
00:26:35:29 – 00:26:36:22
Should they come?
00:26:36:22 – 00:26:39:14
Should they just send an office manager?
00:26:39:14 – 00:26:41:17
How should this work? Yeah.
00:26:41:17 – 00:26:46:09
So AADOM was started
probably 20 years ago. I found it…wow.
00:26:46:16 – 00:26:48:21
Well, yeah, I started in 2012.
00:26:48:21 – 00:26:49:26
I’m dating myself here.
00:26:49:26 – 00:26:53:12
And AADOM was started
with the idea of dental office managers.
00:26:53:12 – 00:26:56:08
Because many times, dental office
managers are
00:26:56:08 – 00:26:57:27
kind of feel like we’re on our own island.
00:26:57:27 – 00:27:00:00
We’re not the team,
but we’re also not the owner.
00:27:00:00 – 00:27:03:09
And so I remember the first time I came
or went to AADOM,
00:27:03:09 – 00:27:05:14
I walked in and I was like,
these are my people.
00:27:05:14 – 00:27:07:27
All the speakers
have to do with management
00:27:07:27 – 00:27:10:29
and things around the dental practice,
administration
00:27:10:29 – 00:27:14:09
of the practice, all the vendors
and sponsors there are the same.
00:27:14:10 – 00:27:17:21
Many times we go to our conferences
and they’re so clinically focused,
00:27:17:27 – 00:27:20:05
but there’s not a lot
for the front office team.
00:27:20:05 – 00:27:22:28
So eight of them really filled a hole
or a niche.
00:27:22:28 – 00:27:24:12
With that. I found 8 a.m.
00:27:24:12 – 00:27:27:26
and that’s actually how I grew
Front Office Rocks as I went there,
00:27:27:26 – 00:27:31:15
and I saw the great speakers and
the consultants, and I learned so much.
00:27:31:15 – 00:27:32:29
But one of the things I thought was
00:27:32:29 – 00:27:37:02
missing was team training, the actual,
you know, brand new receptionist.
00:27:37:02 – 00:27:38:12
How do we answer the phones?
00:27:38:12 – 00:27:40:19
And so that’s where I built for an office.
Rocks.
00:27:40:19 – 00:27:42:09
You know, I got lifted at AADOM
00:27:42:09 – 00:27:45:22
and built my company.
AADOM’s amazing conference.
00:27:45:22 – 00:27:49:17
It’s one of the best conferences.
It’s dentalmanagers.com.
00:27:49:17 – 00:27:50:12
If you haven’t been there
00:27:50:12 – 00:27:54:01
and it’s AADOM is our acronym
and it’s, sells out every year.
00:27:54:01 – 00:27:55:19
I have to be honest with you,
I don’t even know
00:27:55:19 – 00:27:57:10
if there’s tickets this year or not.
00:27:57:10 – 00:28:00:15
The vendors sell out immediately
every year because it’s
00:28:00:15 – 00:28:03:17
so good and interactive for the sponsors
that are there.
00:28:03:17 – 00:28:04:10
In the beginning,
00:28:04:10 – 00:28:08:03
it used to be just dental office managers,
but now I would say there’s
00:28:08:03 – 00:28:11:29
a good 20% of doctors coming now
because they’re leaning
00:28:11:29 – 00:28:15:28
more into, you know,
how can I make my practice more efficient?
00:28:15:28 – 00:28:18:22
How can I,
you know, make my team culture better?
00:28:18:22 – 00:28:21:05
How can I? And that’s the focus of eight.
00:28:21:05 – 00:28:24:04
I’m speaking
I joke around 42 times this year.
00:28:24:04 – 00:28:27:18
I’m not I think I’m speaking three times
this year, but that I’m
00:28:27:18 – 00:28:30:20
a, you know, huge advocate of
of definitely going there.
00:28:30:20 – 00:28:34:29
And actually,
I finally just got to announce yesterday
00:28:34:29 – 00:28:36:27
a new partnership that I’m doing with AADOM.
00:28:36:27 – 00:28:40:23
I’m actually leading the first ever office
manager mastermind for AADOM.
00:28:41:01 – 00:28:44:09
so it’s going to be the first live
mastermind,
00:28:44:09 – 00:28:49:13
I think, in this industry under AADOM,
specifically to help office managers
00:28:49:13 – 00:28:55:06
on a daily and weekly and monthly basis
live versus just watching videos and such.
00:28:55:06 – 00:28:58:26
So if anybody it has somebody on the team
that should have
00:28:58:26 – 00:29:01:26
some of this experience,
I highly recommend checking out it.
00:29:01:29 – 00:29:05:08
I don’t think there is a team out there
that couldn’t benefit
00:29:05:08 – 00:29:09:03
from the type of things backing about,
and even if they’ve got it
00:29:09:03 – 00:29:12:06
pretty well locked
in, it’s not going to stay that way.
00:29:12:23 – 00:29:13:28
And I cultivate that.
00:29:13:28 – 00:29:16:19
So I think it’s brilliant.
So you heard it here.
00:29:16:19 – 00:29:22:12
If you want to go go
to dentalmanagers.com.
00:29:22:28 – 00:29:24:09
yeah. Dot com.
00:29:24:09 – 00:29:27:15
Dentalmanagers.com and sign up today
if you can.
00:29:27:21 – 00:29:29:19
Pro impressions
marketing is going to be there.
00:29:29:19 – 00:29:34:01
So come stop by our booth and we can chat
about how your marketing is going
00:29:34:11 – 00:29:37:28
and tell us how can people engage
with front office rocks.
00:29:38:01 – 00:29:39:04
Yeah. And I also wanted to
00:29:39:04 – 00:29:41:24
just throw this in there to AADOM’s,
not just the conference.
00:29:41:24 – 00:29:45:16
So we have an actual online forum
so you can join them at any point.
00:29:45:16 – 00:29:46:21
There’s an annual
00:29:46:21 – 00:29:50:12
fee that I think is not enough, but then
you can get in, there’s training videos
00:29:50:12 – 00:29:51:15
and I’ve got some in there.
00:29:51:15 – 00:29:54:07
All of the best consultants
have videos in there.
00:29:54:07 – 00:29:57:06
There’s a dental managers group
that you can go on Facebook,
00:29:57:06 – 00:29:58:24
so there is support.
00:29:58:24 – 00:30:00:21
even if you can’t make it
to the conference.
00:30:00:21 – 00:30:02:10
And then same with Front Office Rocks.
00:30:02:10 – 00:30:03:24
So you can come find me online too.
00:30:03:24 – 00:30:05:10
We’re all we’re all everywhere now.
00:30:05:10 – 00:30:08:20
So front office or OCS is online
training website.
00:30:08:20 – 00:30:12:18
I actually sold my business
to a company called Uptime Health
00:30:12:18 – 00:30:14:12
and now they own Front Office Rocks
00:30:14:12 – 00:30:17:24
and I’m their main speaker
and advocate for training.
00:30:17:24 – 00:30:20:21
So I’ve got multiple companies
that can help you.
00:30:20:21 – 00:30:24:18
So connect with me, find me on
all the social platforms, follow,
00:30:24:26 – 00:30:26:17
you know, AADOM and Front Office Rocks,
00:30:26:17 – 00:30:27:27
And I’m sure
00:30:27:27 – 00:30:28:28
if I’m doing it, there’s
00:30:28:28 – 00:30:31:28
probably something there that potentially
can help you in your practice.
00:30:32:08 – 00:30:35:16
And that’s our show today
at Marketing Chairside.
00:30:35:18 – 00:30:37:17
Thanks for watching.
00:30:37:17 – 00:30:41:15
listening, liking, subscribing
and want you to comment
00:30:41:25 – 00:30:44:20
with your biggest phone foible.
00:30:44:20 – 00:30:47:21
what was the story where you just screwed
the pooch on that phone?
00:30:48:02 – 00:30:49:05
I want to hear it.
00:30:49:05 – 00:30:51:27
And Laura,
thanks for being here. Great job.
00:30:51:27 – 00:30:52:26
Hi fi.
00:30:52:26 – 00:30:53:16
All right.
00:30:53:16 – 00:30:55:28
Up. Up up there. We got fist pump.
00:30:57:10 – 00:30:58:14
We’re better.
00:30:58:14 – 00:31:01:14
There we go. Oh.
00:31:02:10 – 00:31:03:03
Thanks for watching.
00:31:03:03 – 00:31:08:04
Everybody get a kick up here
with my flip flops and.
00:31:08:24 – 00:31:09:08
Yeah.
