Do's and don'ts for new patient communication

It's time to rethink the new patient phone call. Not only should it be a customer service call but a relationship and value-building call as well.

Build value during the call. New patient phone calls should be entirely scripted with statements about how excellent the doctor is, how caring the staff acts, and how it is the practice's priority to provide high-level clinical quality and excellent customer service.

Don't forget to communicate the practice's brand. What do you want to be known for? It could be family dentistry, family and cosmetic dentistry, or general dentistry with an emphasis on older patients. The brand position can also focus on other concepts such as high-level customer service, a boutique experience, time and attention given to patients, etc. Whatever your brand is, it is important to communicate it through excellent scripting in every new patient phone call.

Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].

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