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A recent Software of Excellence customer satisfaction survey which was conducted by market research company, Converso, has revealed shocking results with regards to patients trying to contact their dental practice. Researchers announced that 44% of the phone calls made to various Dental Practices were not taken. Out of the 3557 phone calls made, 718 went straight to answer-phone, 630 were met with a busy tone and 202 faced a constant ringing with no answdeer or answer-phone service.
Faith Jenkin, who is the Product Manager at Software of Excellence, has expressed her feelings about these findings- “It is remarkable that in the current economic climate practices still either do not have the resource to answer all their calls, or are closing their practice at lunchtime and consequently turning away prospective business.”
In these tough economic times, can we really afford to be missing so many calls? There could be so many potential new patients contacting your practice wanting life-long care, cosmetic dentistry and restorative dentistry. What are they going to think when they are faced with an answer-phone, constant ringing or a busy dial tone? I’d hazard a guess and imagine they would look at their phone book or computer screen and think “Well I’ll try the next one.” That’s your chance blown.
But what can we do when there are times when we are so busy, short-staffed or not actually at the practice? Forward-thinking dental practices who are realizing that 5* customer service is essential are taking drastic measures to ensure that they are taking as many calls as possible and not carelessly missing them. Remember, missed calls mean missed opportunities.
If your practice is missing calls and losing business then you might want to consider the following solutions:
- Alternating lunch times so that Reception is always covered.
In this massively competitive industry, an answer-phone message explaining that you are shut due to lunch just isn’t good enough for some people. Potential patients are comparing dental practices all the time and want the best possible service. It might be an idea to alternate lunch times between two members of staff so that Reception is never shut and patients can always reach the practice by phone and also come into the practice to enquire.
- Have the phone ring to different parts to the Practice.
Rather than have all calls ring to Reception and Reception only, it may be possible to have the phone divert to another phone line, the main office for example if you have one, and even another office or consultation room if possible. At least then you are not just relying on one person in one area to answer the phone.
- Consider using a third party to answer calls that you cannot.
There are companies that offer answering services, such as “All Day PA” who answer calls that you have not been able to. So for example, you could have them answer your calls while you are on your lunch. At least your patients got to speak to a real person.