It comes as no surprise that a phone call is often the first interaction your practice will have with a prospective patient. How you handle these initial phone calls matters, and not just for the potential client on the other end of the line.
Of course, you want prospects to become patients but there is value in even a call that doesn’t end in scheduled work. Whether or not you’re aware of it, that person is telling you all kinds of interesting things that have the potential to make better business decisions. Let’s take a close look at exactly what that means for your practice and how you can start taking advantage of all that valuable new information.
Why You Should Gather Info With Each Call
The answer to this “why” is pretty straightforward: information is critical to making good business decisions. You already know this and use this principle in other areas of your life. For example, think about driving your car. You’re constantly gathering information and making decisions based on what you see. You check your fuel gauge to see if you have enough gas to get where you need to go or if you need to stop to fill up. You watch your speedometer to see if you need to speed up or slow down, check the GPS to make sure you’re not lost, and nervously eye the bevy of warning lights that flash on when something goes wrong.
Even more importantly, you make long-term decisions based on how the information you gather from your car. If your car uses gas more quickly than you like, you look for a more efficient model. If your check-engine light is constantly warning you of some new and expensive repair you need, you look for a more reliable car.
The same principle applies to making business decisions for your dental practice. If you intentionally gather information from potential clients who call your practice, you can build yourself a “dashboard” of information. With that information in hand, you can easily (and accurately) see where you perform well, where you are merely average, and where you need to start making changes.
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