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Blog By:
Nick Fotache
Nick Fotache

Optimizing Phone Conversations to Book More New Patients

Optimizing Phone Conversations to Book More New Patients

2/29/2024 1:00:00 AM   |   Comments: 0   |   Views: 77

In the competitive realm of dentistry, the ability to transform phone inquiries into confirmed appointments is crucial. By analyzing an extensive array of calls from practices across North America, we've pinpointed key communication strategies that enhance conversion rates. These insights reveal the core elements of successful interactions that resonate with potential patients, guiding them from initial contact to booking an appointment.



The Power of the First Impression

A warm welcome is the cornerstone of any successful phone interaction. It sets the tone for the conversation, establishing a friendly and professional atmosphere right from the start. By simply stating the practice's name, introducing yourself, and offering assistance, you create a welcoming environment for the patient. 

Imagine calling a dental office and being greeted warmly: "Good morning, ABC Dental, this is Jamie. How can I assist you today?" This simple, yet effective, approach confirms you've reached the right place and immediately makes you feel welcomed and valued.


Mastering the Art of Conversation

Effective communication is not just about answering questions; it's about steering the conversation in a way that builds trust and rapport. This involves shifting the power dynamics of the conversation from the patient to you, the dental professional. By taking charge and asking the right questions, you position yourself as the expert who can guide the patient through their concerns and toward booking an appointment. 

Consider a scenario where, after expressing concern about a toothache, the receptionist shifts the conversation from a simple inquiry to a comprehensive discussion: "I'm sorry to hear about your discomfort. May I ask a few questions to better understand your situation?" This not only establishes control but also demonstrates care and expertise.



Discovery Questions: The Key to Understanding

To truly engage with a patient, it's crucial to delve deeper than the surface-level inquiries. Discovery questions help you understand the patient's unique situation, needs, and motivations. By asking about their last dental visit, any pain they're experiencing, or what specific treatment they're interested in, you gain valuable insights that enable you to tailor your responses more effectively and build a connection that encourages them to choose your practice. 

We have created a free E-book that can assist your staff in booking more patients. It encompasses all the essential discovery questions that your receptionists can ask about various dental procedures, including Dental Implants, Veneers, Crowns, Teeth Whitening, etc. Click this link to download it for free.
 

Building Rapport: More Than Just Being Nice

Rapport is the bridge that connects you to the patient on a personal level. It's about showing empathy, acknowledging their concerns, and sharing a bit about yourself to make the conversation more relatable. When a patient feels understood and valued, they're more likely to trust your practice with their dental care needs.

Building rapport could be as simple as sympathizing with a patient's dental anxiety, "I understand visiting the dentist can be nerve-wracking. I've felt the same way, but our team is really supportive and gentle." Sharing personal experiences or emotions can bridge the gap between professional and personal, making the patient feel more at ease and understood.


Promoting Your Practice: Stand Out from the Crowd

In a competitive dental market, it's important to highlight what makes your practice unique. Whether it's your experienced team, state-of-the-art facilities, or exceptional patient care, make sure to weave these aspects into the conversation. This not only informs the patient about the benefits of choosing your practice but also reinforces the value you provide. 

When explaining what sets your practice apart, it might go something like, "What makes us unique is our dentist, Dr. Smith, who has over 20 years of experience in gentle dental care, especially with anxious patients. Plus, our office has a cozy waiting area with free Wi-Fi and refreshments." This gives the patient clear, compelling reasons to choose your practice over others.



Conclusion: The Path to Conversion

By adopting these strategies—offering a warm welcome, controlling the conversation, asking insightful questions, building rapport, and promoting your practice's strengths—you can significantly increase the likelihood of turning inquiries into appointments. Each call is an opportunity to demonstrate your practice's commitment to patient care and to stand out in a crowded dental market.

Incorporating these examples into your approach can make a profound difference in how potential patients perceive your practice from the first call, leading to higher conversion rates and a stronger patient-practice relationship. 

For further insights into effective dental practice management and marketing, we invite you to explore our YouTube channel or visit our website. If there's a specific topic you'd like us to cover, please feel free to leave a comment below.
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