Communication Breakdown  = Frustration.

Frustration always rears it’s ugly head when there is a lack of communication, or a misunderstanding. Some one heard something wrong – someone said something wrong – in some people’s lives, someone LOOKED at someone wrong.

con·sist·en·cy

conformity in the application of something, typically that which is necessary for the sake of logic, accuracy, or fairness.

the achievement of a level of performance that does not vary greatly in quality over time.

Consistency. We’ve all heard about how consistency is key – consistency is crucial – but let me ask. What IS or IS NOT consistent if your office? What would you like to change?

We all KNOW it. We all WANT to be consistent with our systems and efforts. But usually after about 7 days, our attention wanders and we become lackadaisical in our consistency efforts.

Have you ever gone to a business, prepared to purchase only to be so let down with the low level of customer service that not only did you leave without buying anything but you actually left feeling bad/upset/frustrated/discouraged?  Of course, you might mention your poor experience to a few people in passing………

♫ Is there anybody out there? Just nod if you can hear me………. ♫

Ok. Ok – I got carried away with the Pink Floyd reference……..  Back to reality.

Just what are your patients and potential new patients hearing when they call your office?

“I have been impressed with the urgency of doing. Knowing is not enough; we must apply. Being willing is not enough; we must do.“

How many times have you heard someone in your practice say “That’s not my job!” or “I did it last time!! YOU do it this time”? Do you have time clock punchers, or team players?

If your phone is answered by a team member who sounds like they hate their job and life (they probably do),  not a good sign. If your team members, and YOU, complain daily about having to go to work, or BE at work, not a good sign. If there is a specific team member that seems to grate on everyone’s nerves, including yours, (they probably do) not a good sign. If your phone is answered by a team member who sounds like they are out of breath,  like Darth Vader, overworked, they ran 2 miles to answer the phone or speak at the speed of sound, not a good sign

Websites. Electronic Communication Systems. Direct Mail Marketers. Radio Ads. Newspaper Ads. Social Media Support. Logo memorabilia. Special Events. In house marketing gimmicks and print material. Newsletters. Email blasts.

Marketing isn’t cheap, right?  You spend thousands of your hard earned dollars on marketing, all aimed at driving patients and potential new patients to pick up their phone – call your office, choose YOUR office for their dental home, right? Saying “PICK ME! PICK ME!”

Yet most offices only provide phone availability to their patients an average of 26 hours a week. That equates to 56 normal business hours of opportunity that you miss out on each month. 56 hours!!! You say you are welcoming new patients, but not on Fridays or Wednesdays – you know, when you’re out of the practice…. Or better yet, not during your lunch hours.  (Top 12 reasons your dental chair might be empty, and it’s NOT the economy!)

Follow-up. We know how critical the correct follow-up can be in a dental practice. It can make or break treatment case acceptance. It can make or break a new patient scheduling. It can make or break the positive reviews you want your patients to go out and spread to the world. Lets face it…. It can make or break you.

To ensure that nothing falls in between the cracks, great systems need to be in place for follow-up. Along with the systems, we need to know who is doing what, and by when.

You come in to the office on Monday morning, after being closed on Friday with no phone coverage, to an answering machine full of cancellations, messages and reschedule requests. Although it may seem a bit archaic, phone logs are really a must in every practice. Record who called, when, what they needed and if follow up/appointment scheduled is complete. This log can also be used as another avenue for short calls.

I’m a pretty passionate person about everything in my life. Family, faith, friends, work, trust…. Passion.

If you have ever talked with me, I can get you going and wrapped up in excitement with me. My kids are very familiar with my term WOOT! and know I am even passionate about singing in the car at the top of my lungs, gulp, sometimes to Justin Beiber.

If I trust you, I trust you wholeheartedly and passionately. Unfortunately I can also distrust passionately. That is just me. A bundle of energy and passion. I’ve had a passion for any J.O.B. I have ever had. From making donuts, selling shoes, doing hair, a thumb in greenhouse/flower sales, retail and banking management – I had a passion for every single job. If I was hired in at a lower level, it was always my thought process to learn everything and get to the top. Just how I am wired – I have always been excited to start a new day and see what I can make of it.

A poorly answered phone is almost as bad as an unanswered phone……….. With that being said, just who is answering YOUR phones and HOW are they answering your phone? Do you have someone who is crabby, curt, cranky, quick, and only answers the phone to get it to quit ringing and hang up as fast as they can? No opportunity to build a connection or leave a great impression. Or do you have sunshine welcoming your callers? Soft, friendly, WELCOMING voice, speaking clearly and never seeming to be in a rush? Building a connection from call one – priceless.