Remember that it depends on the clinic's receptionist whether a potential customer stays in the clinic for the first time and how many times they would be back to your clinic. What types of calls does your receptionist perform and why? Below we offer you three pieces of advice for your receptionists that will help you create more efficient relationships between your clinic and patients and encourage them to recommend your clinic to others:
Reminder about the date and time of the appointment
When a patient has an appointment, it is not 100% guaranteed that they will come to your clinic. Some potential customers remain at this stage and miss their appointment for some reasons. Caring phone calls will help stress the importance of the procedures and emphasize your expertise. It will prevent any doubts and increase the likelihood of the patient actually showing up to their scheduled appointment.
Working with customers who already underwent your treatment
You’ve probably been in the business for a while, and have customers that you worked with before. The client database is the most precious asset of a dental clinic. Your patients have already shown their trust, and so, they can come to your clinic again or even recommend your clinic to their friends. Find a useful reason to call your customer in order to strengthen the relationship between them and your clinic that's useful for your customer and call them. Here are some examples to motivate a phone call to a past client:
inquire about their dental health, offer them a free prophylactic appointment, advise regular procedures as recommended by their doctor, invite to a free cleaning etc. Script such phone calls and develop relationships with your customers.
External quality control
In order to have a comprehensive view of your clinic's services and their quality, customer feedback is a must. Build feedback into the whole service chain to be aware of how customers assess the level of service from the first contact to a repeat visit to the clinic.
