Increasing Case Acceptance By Making a Great First Impression

As a way of increasing case acceptance by making a great first impression, the doctor should call the patient prior to the first appointment. This phone call impresses the patient and sets the stage for the patient to trust the doctor and be amenable to treatment.

Savvy dentists have found that this “pre-appointment phone call” is very effective, because patients do not expect it but they certainly appreciate the gesture.

It’s easier to do than you might think. Here are the steps.

1. New patient calls and makes an appointment.
2. Team member notes why the patient is calling, including any concerns the patient may have.
3. Doctor calls the patient a day or two in advance.
4. The script is simple: “Hello, Mrs. Jones. This is Doctor Smile calling. I see that we have an appointment on Wednesday at 10:00 a.m. I just wanted to call and personally welcome you and let you know that I am looking forward to meeting you. I will do a thorough examination and answer all your questions when I see you.” The patient will be pleasantly surprised and thank you for calling.
5. If you get voicemail, just use the same script as your message.

The patient will be impressed that you called. When is the last time a doctor called a patient in advance to welcome them to the practice? For most patients, this is the first time they have received such a call.

The new patient now has a first impression of you. Instead of anxiety about meeting a new dentist, the patient thinks of you as courteous and caring.

When you meet the patient, the ice has already been broken, so to speak. You have set the stage for a trusting relationship and the patient will be more likely to listen carefully to your treatment recommendations and accept treatment. When you increase case acceptance, you not only generate more production but you also create another happy patient who can offer a testimonial.

One of the reasons that this simply courtesy call works is that so few doctors do it. Get on board now before everyone does it.