How phone skills can make or break your practice

Dr. Chris PhelpsBlog

The perils —and power—of the telephone handoff. Researchers from the University of Edinburgh recently published an in-depth analysis of 2009’s Air France Flight 447 Tragedy and what went wrong. The whole piece is worth a read, but in the end the group boiled the problem down to a problem in the interaction between automation and humans. Automated systems are great. They save time. They give us the power to make … Read More

5 Phone Habits to Increase New Patient Yield

Dr. Chris PhelpsBlog

Improving staff phone habits can dramatically increase your new patient yield. Here’s where to start. How do you get new patients in the door? You may try to attract them with ads and outreach, or with an excellent website. However, if prospective patients can’t book an appointment quickly and easily, you’ll never see them in the office. For many people who haven’t been to the dentist in a while, making … Read More

How to Market Dental Services to a Target Audience

Dr. Chris PhelpsBlog

To get the best ROI for your budget, market your dental services to a narrowly targeted audience. Here’s how to get started. Dentists need to attract new patients to expand their practices, but not all new patients are profitable for all dentists. To market your practice efficiently, you must first decide who you’re trying to attract to your practice. For instance, after running the numbers on my practice, I realized … Read More

5 Ways Mystery Shoppers Give You Red Herrings

Dr. Chris PhelpsBlog

It’s a monthly ritual. A mystery shopper calls your practice, chats with a random staff member and delivers a score. Your staff member has been rated on a scale of one to five for her phone skills. But do the rubrics mystery shoppers use really measure the abilities of your staff? In my own practice, I’ve found that mystery shoppers often rate my most successful staff members as “ineffective,” and … Read More