Author Archives: Jayne Bandy
“How Long Do I Need To Spend On The Phone?”
I was recently asked by a Practice Team Member: “How long should I spend on the phone with a patient or New Patient enquiry?” I thought about this question for a while thinking I needed to give an actual amount … Continue reading
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How Do You Know If Your Office Phone Is Being Answered Correctly?
Have you ever listened to how your Front Office people are answering your Office phone? Which Doctor has time to be listening to calls coming into their Office? In reality, don’t the patients come in to see the Doctor not … Continue reading
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The Power of Referring to a Higher Authority
Over the years of helping my patients make appointments, I have found myself often referring to a Higher Authority. The Doctor. Using and presenting the Doctor as a Higher Authority is always very helpful when making appointments over the phone … Continue reading
The Follow Up Call. Is It A Nightmare In Your Office?
Does your Front Office always seem to be calling patients because they have cancelled their appointments, or they never made an appointment? Accepting cancellations over the phone and not making ongoing appointments for these patient is a nightmare in most … Continue reading
Everyone Deserves The Opportunity To Change Their Mind.
Now, I know you might be thinking that I’m referring to the patient who calls to cancel their appointment for what they often believe is a very good reason. Well, yes, I am referring to this patient. But, you see, … Continue reading
When On The Phone, Less Is More
Have you ever been on the phone or even at a party and finally realised the person you are talking to has not had a chance to get a word in? Good. I am not glad that you have done … Continue reading
Handling The Shopper Call: “How Much Does It Cost?”
“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 … Continue reading
The Art of Leaving a Great Message
We always want to be able to talk to our patients when we call them but as we all know in this busy world of ours…..it is NOT always the case. Leaving your patient a message can be daunting. What … Continue reading
Do You Really Need To Know Your Numbers?
I was talking this week to two doctors about their front office and how they believed their front office was going when it comes to answering the phone. Their answers to my questions were each very different. One doctor said … Continue reading
How Do You Stop Those Last Minute Cancellations?
Do you have patients that cancel at the last minute? Last minute cancellations are very disruptive to your Appointment Book and Dental Office Day. I received an email only a few days ago from a dentist concerned about this. Does … Continue reading
Phone Excellence Mastery 