“How much does it cost?”
This question can often be the first thing a caller will ask.
This one initial question causes the Front Office Person to prejudge the caller as “a shopper”.
They immediately let the caller know the fee straight away, presuming the caller cannot possibly afford the treatment, and then hurry the caller off the phone.
The “Shopper “is the name some practices give to the caller who dives straight into the question, asking about how much something costs.
It is often assumed they have called numerous other Dental Offices for their “price”.
But, what if you are the first Practice they have called?
Do you presume too quickly they are after the cheapest fee and have no appreciation for the quality treatment you have to offer?
Why not do this:
Next time a “shopper” calls I want you to think about them differently.
Have you ever thought the caller has asked how much it costs because they don’t know what else to ask?
Next time a caller asks how much it costs, don’t dismiss them as a “shopper”.
Why not ask them some questions to determine what else they need to know?
You do need to find out why they have rung, what the caller believes they need and how you can help them.
Without this information first you should never immediately tell them the fee.
You have the opportunity on this first call to ask questions to find out more about the caller and develop rapport and trust.
Building rapport with the caller means the caller is more likely to trust you and take your advice.
Once the caller really believes they need treatment and you are the one who can help them, then they are very likely to understand the value of your fee and make an appointment.
This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patients Phone Experience, and ultimately, improving your practice profitability.
Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.
For more information on how I can improve your practice profitability contact me, Jayne Bandy at jayne@theDPE.com