All businesses need to maintain a good level of clients, and most want to increase that level.  In a dental office many people think that the responsibility for this lies with the office manager or the person who handles marketing, but in reality it is everyone’s responsibility.  Everyone in the dental office comes into contact with clients in person on occasion, and most have to answer the telephone.  Answering the phone is the perfect opportunity to demonstrate confidence and increase business levels through common sense methods. 

Always Be Friendly

First, all staff charged with answering the phone should be trained to exude a friendly demeanor. Have a positive uplift to your voice and express genuine interest.  Most people have a slight fear of going to the dentist and if your staff are friendly and seem like a real person who cares about them, then you will help overcome this fear.  Giving clients the strength and support they need by being friendly and it will become that much easier to book appointments.

The Name Is the Sweetest Sound

Use a person’s name when speaking with them on the phone. Dale Carnegie said that a person’s own name was the sweetest sound they could ever hear.  Be respectful and call them Mr. Mrs., Miss or Ms., but if they indicate that calling them by their first name is preferred then by all means do so. 

Use the phone as a tool to win clients and influence people.  Remember that people buy things, including professional dental services, and if they appreciate the phone contact and the response they receive from your staff member during the telephone call, they will book dental appointments through you and your business will flourish.