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As the first point of contact, your reception team has the power to generate leads into patients but are they trained in doing so? From experience, dental practices can be hard to get a hold of, as a principle dentist or practice manager your day's are filled with work and you don't have the time to answer the phone. Do you know how many potential patients are ringing your practice every week that your receptionist struggles to convert into new patients?

What's the point in investing money into online and offline marketing activities if you can't push sales over the line? The point of marketing your practice through your website, social media and promotional materials has one main target and to fulfill that goal the middle step is people calling your dental practice. Have you ever considered that people are ringing and getting nothing from their call?  

An example of this is as follows; if a potential patient calls your practice asking for a particular service, your reception staff may say no and loose the lead, there's no going back and a potentially profitable, long term patient moves to a different practice. Reception staff should be trained to know exactly what to say, so the answer should have been "We don't offer that particular service but we do offer something better and here's the reasons why we use it..." this approach will increase patient acquisition and allow patients to build relationships with reception staff to improve the overall patient experience.

Train reception staff to maximise patient acquisition.

• Make sure someone is available to answer the phone
• Have a friendly and helpful telephone manner
• Educate staff on services and offers
• Make the appointment process simple

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