Imagine for a moment that you are searching for a new yard maintenance company to take care of your outdoor work. Are you looking for the company that can make the straightest lines while cutting your grass? You can expect all of the companies know how to cut grass and rake leaves. What you typically search for then are companies that do not repeat the same mistakes as your current yard maintenance company, mistakes that usually include lack of reliability, poor communication, and absence of attention to detail.
New patients calling your dental practice think in a similar way. They expect your office to know how to provide dental services. What they are typically searching for is a practice that will not repeat the mistakes of their former dentist.
Therefore, it is important to keep this in mind whenever a potential new patient calls the practice. Always ask what caused the patient to start searching for a new dentist, and make sure you take careful notes. One of the best ways you can “wow” a new patient is to address concerns communicated during the initial call.
For example, if the new patient felt that his previous dentist never listened, make sure you spend extra time listening during the initial visit. Tailor the new patient experience around what you learn from the initial call.
Since you spend so much time and effort trying to get new patients to call, it’s critical to convert as many calls as possible into scheduled appointments. You can take a big step in that direction by learning from the mistakes of the prior dentist.