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Show Notes

674: The Hidden Secret to Patient Loyalty: The First Phone Call – Robyn Theisen

Do you want more loyal patients in your practice? Of course you do! To help you attract those high-value patients, Kirk Behrendt brings back Robyn Theisen, one of ACT’s amazing coaches, to share the secrets of the first phone call. Win people over before they step into your office! To learn how a phone call can get patients to stay, listen to Episode 674 of The Best Practices Show!

Episode Resources:

• Send Robyn an email: ro***@*******al.com 
• Follow Robyn on ACT’s Instagram: https://www.instagram.com/actdental
• Send Gina an email: gi**@*******al.com 
• Subscribe to The Best Practices Show podcast: https://the-best-practices-show.captivate.fm/listen
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• See ACT’s Live Events Schedule: https://www.eventbrite.com/cc/act-dental-live-workshops-306239
• Get The Best Practices Magazine for free! https://www.actdental.com/magazine
• Write a review on iTunes: https://podcasts.apple.com/us/podcast/the-best-practices-show/id1223838218

Main Takeaways:

Put the right person on the phone.

Make a habit of taking physical notes.

Always start by finding out your patient’s name.

Find out the things that are important to your patient.

Ask every patient where they heard about your practice.

Learn about your patients’ expectations and lay them all out.

Have patients experience value before they come into your office.

Insurance should be the last thing you talk about in your conversation.

Quotes:

“We have been doing this a long time — myself personally, 30 years — and I’m still underwhelmed by talking to dental offices at how flat the phone call is.” (1:42—1:52) -Kirk

“In dentistry, we’re in a relationship business, so this first phone call is an opportunity for us to learn more than their name, their insurance, any of those standard things that we ask for. It’s an opportunity to learn what’s important to them, like, why are they choosing you as a dentist? What made them call you? What’s going to make them stay? All those things can be such important things that we can learn from the first phone call with us.” (2:26—2:51) -Robyn

“The ultimate question becomes, is your practice relational or transactional? Now, everybody listening to this would say, ‘It’s relational!’ But let’s call out the inherent challenges of working the front desk. You, as a dentist listening to this, never worked the front desk. You have no idea how difficult it is. There’s a lot going on up there. The second challenge is it becomes a very left-brained process because we have more software than ever — you have Dentrix, Eaglesoft, and Open Dental, and everything is about filling a box from left to right in the software. Active listening has kind of gone away as we’ve trained team members they’ve just got to fill the boxes. So, they’re not really listening. It’s their agenda against the patients’ agenda.” (2:53—3:38)…