The Value of a Phone Call – How To Convert Phone Calls Into Appointments?

As dental consultants, we get this question a lot: How to convert phone calls into appointments?
Let’s start with the basics.

A patient’s first impression of your practice comes from a phone call 99% of the time; it’s a very rare occasion that we get “walk-ins” these days, even in a strip mall.

With that said (and not even talking about unscheduled treatment or hygiene appointment calls, yet), I think it’s safe to say that the value of a phone call is tough to even put into metrics when it comes to converting a caller into a scheduled appointment.

With each incoming call representing a potential opportunity to establish a lasting relationship with a patient, the stakes are high, and the strategies employed during these conversations can make all the difference.

How to convert phone calls into appointments?

Here are some tips we love to train our dental teams on:

Always smile! You’re happy they’re calling… truly because it’s what we’re here for!

Cheerfully welcome them to your practice by conversation, even if they’re been to your practice before

Ask more questions, be interested in the caller and interested in understanding what they really need

Use their name. Show them they have your full attention

PRO TIP: when we try to guess what someone needs without actively listening first, it leaves space for that person to feel misunderstood – let them feel seen and heard by simply listening and asking more questions!

Repeat what the caller is saying, why are they scheduling and what do they need?

Help to find a resolution, even if you don’t have the answer

Always be humble and honest; if you don’t know the answer, tell them! Verbiage tip: “You know what, that’s a great question and I’d love to know the answer to, let me find that out for you!”

If you get off the phone with someone and you don’t feel like you’ve made a positive impact on their day, either by conversation fun or truly helping them (plus allowing them to feel heard), then commit to doing better on the next call you pick up!

Relationship is everything, in person building is much easier than over the phone; in order to get that conversion, you have to commit to going the extra distance!

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