We often hear new clients say, “Our phone answering is really, really bad. We need help.”
These new clients are often looking for a rigid script and a system of saying things verbatim; however, we’ve found that those most effective at answering phones follow only a basic framework. In fact, they’re not following an exact script except for perhaps the first 10 words.
At best, a rigid script is a place to start. Instead, you want to give your team the background, basics, and understanding of what goes into developing a script, so they can use their own judgment and personality.
If you don’t, you’ll end up with a robotic kind of phone experience for patients whereby they don’t feel cared for because they don’t feel connected—it’s essentially a phony conversation.
A rigid, depersonalized conversation doesn’t make patients feel welcomed, so they often won’t even show up for their first appointment.
As dental teams, we often blame no-shows on the patients. In reality, it could be because we didn’t do something the way they would have liked, so they moved on to someplace else—they just didn’t call to let us know they weren’t coming.
Excerpted from Opportunity Is Calling