Essential Elements of Guided Conversations

Let’s begin by understanding certain parameters of scripting for guided conversations.

• Guided conversations should always be positive. The purpose of holding a guided conversation is to gain patient cooperation, but like all systems, it should also be geared toward creating a perception of excellent customer service. In most cases, these conversations are about helping a patient to cooperate with the practice in everyone’s best interest. In this case, it is an opportunity to have a patient leave the new patient phone call with an intense sense of relationship of the office, and an excellent perception of how enjoyable the visit will be. This occurs because the front desk coordinator follows a script that allows them to show gratitude, get to know the patient and instill in the patient that she is available to be of help in any way.

• Use positive language in the conversation. You will note in the example script that there are many positive words. The purpose of the positive words, or Power Words, is to create a positive sense of energy, which creates trust. All patient conversations should have one or more Power Words included in order to communicate to the new patient caller that the practice is delighted to have them as a new patient, will provide excellent customer service, and will show them that it that can be trusted.

• Build a relationship. As mentioned above, one of the goals of the guided conversation is to build a relationship with a patient, not just get the basic information. Taking time to get to know the patient, sharing some personal information, and letting the patient know that he or she will be treated extremely well will go to the heart of building excellent relationships.

• Endorse the doctor and practice. As you will note, there was wording in the script that builds the image of the doctor and a sense of trust. Very few team members take the time to take this step during the new patient call; however, it can tremendously advance the relationship and trust factor with the new patient. One might argue that this is not necessary as they will meet the doctor when they come in, but they are a percentage of patients that are never actually scheduled and a percentage of new patients that do not keep the appointment. Building this type of endorsement and trust in the new patient phone call will go a long way toward advancing the practice – patient relationship.

• Give the details clearly. As the conversation plays out, there are patients that get confused about the time of the appointment because they have looked at several different options. Make sure patients fully understand the details of their appointment. This avoids miscommunication and lost time and revenue for the practice.

• Build the image of the practice as being advanced and leading-edge. Patients want to believe that they are making an appointment in an excellent practice where they will be treated with the best dentistry possible. Emphasize this during the new patient phone call so that they will feel that they are joining a high-end practice with advanced technology and treatments.

• Make your final comments count. This is the chance to review the details of the conversation. Letting a patient know you are glad that they called, reminding them of your name, informing them they can contact you if they have any questions and that you are looking forward to meeting them all create a powerful ending to the new patient phone call.