4 Tips to Convert Callers into Scheduled New Patients

A new patient's phone call to your office is the first time your practice can make an initial impression on potential new patients. This is such a critical area to master that we could spend an entire day talking about this topic alone. The following four tips will help you hone your phone skills so you can convert more of your new patient phone calls into scheduled new patient appointments.

Tip #1 is to get the patient’s name early in the call and use it often. I know that sounds like a basic, simple tip, but I hear offices time and time again getting almost to the end of the phone call before asking the patient’s name. But, it's such a powerful way to connect with a potential new patient so I recommend that you ask the patient’s name early in the call and use it often throughout your conversation.

Tip #2

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is to get in the questioning seat just as soon as you can. I’ve had teams ask me: “How do I do this without feeling like I’m interrupting. When patients call, they start start asking questions right away." Let's say the potential patient asks: "Can I ask you how much your practice charges." Get in the questioning seat by saying: “I’d be happy to help you with that, but first can I ask you some questions? Tell me what’s going on with your tooth.” You can see how that opens the door so you can start having a conversation with the patient, building rapport and really finding out what their needs are.

Tip #3 is to sell the practice. Let’s say the patient calls, and they’re looking for an office to do an extraction. Many offices get that question as an emergency call and many of those callers are shoppers. Instead of just answering the caller's questions, take that opportunity to sell the practice. Once you’ve gotten into the questioning seat and asked those questions, let the patient know why your practice is the perfect match for their needs. If they’re just looking for a new dentist because they’ve just moved into the area, for exampe, make that a match. “I’m so glad you called because Dr. Pelletier is great with new patients, and I know you’re just going to love the amount of time that she spends with you during that new patient appointment.” Or, using the extraction example, say: “I’m so glad you called. I’m sorry you have a toothache, but I want you to know that Dr. Pelletier is so gentle handling patients with toothaches and can really help take care of your needs in the most comfortable environment as possible."

Tip #4 is to ask the patient to schedule. I listen to many, many recorded phone calls for my practices. We do that to train team members to improve their phone skills. And, many times we get to the end of the call, and I’ve been waiting to hear the team member ask the patient to schedule. Sometimes, it just doesn’t happen. You need to make sure to ask for the appointment. You can say: “Dr. can see you Tuesday at 2 or Thursday at 9 which would work better for you. Let’s get you in to get that tooth taken care of.”  Lead that patient by asking them to schedule the appointment.

There are many other ways that you can improve phone skills, but these four tips are some basic foundation tips that can help your team get more of your new patients from the phone onto your schedule.