Why Front Office Calls Matter: Building Trust with Every Patient Interaction
How your team communicates with your patients and prospects over the phone does matter!
That team member makes a difference when a prospect calls the office; we need to ensure we have someone who can answer with a smile, and having someone enthusiastic is the key!
How to Give a Great First Impression to Patients
Ensure you have someone who can take good notes, listen, and pay attention to details—smiling over the phone so the patient will feel it. We want team members to be compassionate; many patients dislike visiting the dental office.
We create the first impression with our words, and having good communication will ease feelings of stress and anxiety that a patient is feeling.
When the patient or prospect calls or takes the time and effort to visit your office, they are more committed to getting established with the office.
Some prospects would rather visit your office before making their initial appointment. For some individuals, it’s easier face-to-face; they can interact with a team member and have a good connection. Either way, the phone or face-to-face needs to be an emotional element to have that connection, so they will schedule their initial appointment or return.
The Importance of Being Sincere
The patient or prospect is far more willing to stay put and try out your office if the interaction with the team member is sincere. The tone, words, and body language are three elements that compose communication.
We are the first impression and the last impression at the front office. The interactions with the front office team have all these communication tools at their disposal to maximize their relationship with the patient.
Conversely, on the phone, the single most significant component of communication—body language—is absent, and the front office team must rely only on how they will work it and how they say it—the tone.
How to Set the Right Tone Over the Phone
We are setting the tone over the phone. You need to make you have a buffer phrase such as “Good afternoon” or “Thank you for calling”; it sets the stage for the call.
Always say your name and start asking questions to get them to open.
The key is making it comfortable for them so they don’t feel anxious.
If you need to place a patient on hold, let them know why you need to put them on hold, ask if they can hold, and then wait for a response. The patient gets frustrated when placed on hold; we can ease that frustration and put the call on a positive path by thanking the patient for holding.
Leaving a positive, lasting impression counts as much as an excellent first impression. We want to end the conversation on a positive note. Let the patients know you are glad they called and that you look forward to hearing from and seeing them soon.
This last impression is often the way they remember the entire call.
About the Author
Linette Swenson
, MAADOM
As the office manager, Linette is responsible for the front office’s overall management and customer service with Avondale Dental Group. Her responsibility is to ensure patients have the best experience when visiting one of their dental offices.
Patient advocacy has been her passion and a challenge that has always lined up with people’s overall enjoyment. Building personal relationships, working through treatment concerns, and creating financial plans have inspired her desire to grow in all of those skills and share them with our team.
Linette has worked in the dental field for over 21 years as a certified dental assistant and a financial coordinator. She received her Fellow of the American Association of Dental Office Management (FAADOM) and recently received her MAADOM.
The best part of her job is working with the team, leadership, and coaching. “We always put our patients first.”
Outside of the office, she enjoys boating, yard work, soaking up the rays on Maui, biking, spending time with her granddaughter, and being with her family and friends.
