{"id":28,"date":"2015-11-09T13:00:48","date_gmt":"2015-11-09T18:00:48","guid":{"rendered":"http:\/\/www.davidschwab.com\/blog\/?p=28"},"modified":"2015-11-09T13:00:48","modified_gmt":"2015-11-09T18:00:48","slug":"a-name-for-dental-marketing","status":"publish","type":"post","link":"http:\/\/www.davidschwab.com\/blog\/2015\/11\/09\/a-name-for-dental-marketing\/","title":{"rendered":"A Name for Dental Marketing"},"content":{"rendered":"

As one who is on the telephone with dental practices every day to evaluate their dental marketing, I take the pulse of practices and find out how they are answering the phone. Here are the results of my informal, non-scientific survey of dental practices.<\/p>\n

About 75% of practices have someone answer the phone by giving her name as part of the greeting. (I am using \u201cher\u201d to mean \u201chis or her\u201d but most phone answerers in dental offices\u2014but by no means all\u2014are female). The other 25% omit a name in their standard phone answering script.<\/p>\n

What are the 25% thinking? Some of these offices claim to offer \u201cpersonal service,\u201d and on their websites they use words such as \u201ccaring\u201d or \u201cfriendly”; but every\u00a0day they answer the phone without revealing the phone answerer\u2019s identity. Are the people at the front desk in the Witness Protection Program?<\/p>\n

Alas, the explanation for this curious lack of dental marketing is more mundane. The problem is either that a) no one taught the phone answerer how to answer the phone, or b) no one is supervising this function.<\/p>\n

Lack of training results from an assumption: \u201cEveryone knows how to answer a phone politely.\u201d However, there is a difference between being polite, attentive, and even chirpy on the phone and making sure that good dental marketing techniques are used consistently. When even the most helpful person remains incognito, the practice loses an opportunity to connect with the caller.<\/p>\n

Even when people are taught exactly how to answer a phone\u2014and given a script to read\u2014problems arise when there is no reinforcement or accountability. People fall into patterns and habits, and phone answering is a mantra that becomes fixed very easily.<\/p>\n

Kudos to the practices that always provide a name as part of the greeting. For those who have forgotten this important lesson in dental marketing, it\u2019s an easy fix that will help the practice be perceived as one that puts an emphasis on personal relationships.<\/p>\n

David Schwab<\/p>\n

www.davidschwab.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

As one who is on the telephone with dental practices every day to evaluate their dental marketing, I take the pulse of practices and find out how they are answering the phone. Here are the results of my informal, non-scientific survey of dental practices. 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