When you call a big company, what’s the first thing you hear when you’ve successfully cycled through the voice mail options?  It’s the announcement that “This call may be monitored to assure good customer service.”

Take a tip from big companies and monitor the calls that come into your office. Big companies have spent millions of dollars on market research. The techniques they choose to use are well tested and demonstrated to be effective.

Monitoring patients’ calls provides you with a way to check on how well your dental staff is answering patients’ questions, helping with insurance claims and scheduling the work your office performs. All of these tasks offer an opportunity for your staff members to create a pleasant bond between your office and your patients that cements lasting relationships. 

It’s important that you explain to your staff  why you will be monitoring calls. It’s essential that when you hear a conversation that needs improving on your end, you correct the mistakes promptly and with a kind attitude that assumes that your staff member didn’t make a mistake on purpose.