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Improve Telephone Techniques and Grow Your Bottom Lineby Sally McKenzie, CEO
Your team members cringe when the phone rings. They just don't have time for pesky phone calls, so instead of focusing on building relationships with these potential and current patients on the other end of the line, they rush them off the phone as quickly as possible. They need to get back to the important task the phone call interrupted, after all, and they hang up the phone not realizing how much damage they've just done to the practice.
When patients call your office, they don't want to feel like they're bothering the person who answers the phone. Whether they need to schedule an appointment, have questions about your services or think they've discovered a billing error, they want to feel like their call is important to the practice. If they don't, even your most loyal patients will start looking for a new dental home.
Unfortunately, many practices don't understand the importance of proper telephone techniques. Telephone calls represent a huge opportunity for growth, but if your team members don't answer the phone properly it's actually costing you patients – and thousands of dollars in lost revenue every year. Once you take the time to improve your team's telephone techniques, you'll start to see a growing patient base and a more robust...
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