Dentaltown April 2018 - 88

Here's a fairly straightforward example. The caller begins
by asking about his insurance, which the practice doesn't accept.
In many offices, that would be the end of the call. But this phone
answerer had completed a proprietary, dental practice-specific
phone training and certification program. Note that dental
insurance isn't the issue; it's affordability.

or more of these godsends. If not, you'll
need to obtain some high-quality phone
training for your staff to have any hope of
getting maximum return on your marketing
investment.

Choose the right
phone training program
Caller: Do you take ABC insurance?

Staff: ABC insurance? I'm afraid we don't, but we do
offer cash discount for our ABC insurance patients.

Caller: Cash discount. Huh. I don't know.

Staff: We also have a number of payment plans available.

Caller: Well... that might be okay. How much would an extraction cost?

Staff: I'd start by getting you set up for an X-ray and evaluation.
Once we know what's going on, I can give you a more accurate price.

Caller: What would the evaluation cost?

Staff: Like I mentioned, we offer cash discounts for our ABC insurance patients. The X-rays and evaluation would be just a hundred
dollars. Would you like to schedule an appointment?

Dealing with the unique wants, needs
and fears of dental patients demands a more
evolved approach than the typical customer
service training program provides. Your
best option is to find a program that was
developed specifically for dental practices
by people who understand dentistry and
dental patients.
Ideally, the program you choose will
include a way to judge its effectiveness and
to identify any weaknesses in your front
office's phone technique. Call monitoring is
the best way to accomplish those objectives.
With the right training program and
call monitoring, you can fix the hole in
your dental marketing that's costing you
new patients. ■

Discover how
to attract more
patients
In a recent installment of
his daily podcast, SmartBox
CEO Colin Receveur explained
why many dentists are putting
out newsletters that practically
define "bad marketing."
To discover the solution, and
to learn some of Receveur's
other successful marketing
strategies, go to
dentaltown.com/blogs and
search "Receveur."

Caller: I guess so, yeah.

dentaltown.com \\ APRIL 2018

87


http://www.dentaltown.com/blogs http://www.dentaltown.com

Table of Contents for the Digital Edition of Dentaltown April 2018

Dentaltown April 2018 - Intro
Dentaltown April 2018 - Cover1
Dentaltown April 2018 - Cover2
Dentaltown April 2018 - 1
Dentaltown April 2018 - 2
Dentaltown April 2018 - 3
Dentaltown April 2018 - 4
Dentaltown April 2018 - 5
Dentaltown April 2018 - 6
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Dentaltown April 2018 - Cover3
Dentaltown April 2018 - Cover4
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