How many new patients have you booked this month? How about the potential new patients you lost on? The answer to the latter is likely higher than you think.
A recent study of 14 dental practices found that 44% of new patient callers did not end up booking an appointment. Considering how much the average dental practice spends on marketing, as well how much the average patient is worth over a lifetime, that’s a lot of money gone to waste. However, call recordings revealed that many of these lost opportunities could have been prevented.
After listening to thousands of call recordings, the researchers determined a common key factor that resulted in these patients not booking: inadequate call training. This, along with operational issues within the practice that are unrelated to the booking process, often goes unnoticed, and therefore unresolved for an extended period.
Reviewing the calls allowed the practices to directly confront various issues of which they were previously unaware. From verbiage to a simply disorganized scheduling process, the practices reexamined their overall approach and made the proper adjustments in order to maximize their patient numbers.
If you don’t have the proper tools, resources, and expertise on call training, it may be worth investing in a consultant who does. Their fresh, outside perspective may offer new lens as to how your practice is operating and provide the personalized advice you need for success.
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