How to Convert New Patient Calls Into Appointments (For Dentists)
If your new patient numbers have been stagnant and you have tapped out your referrals, it’s time to start reaching out to new audiences in your community to generate online leads.
However, in 2024, internet lead costs for dental practices are at an all-time high.
So how can practices grow without burning all their profits on rising costs?
This year alone, we have worked with more than 70 different practices nationwide. The largest difference between the practices that struggle to acquire new patients and those that continue to thrive comes down to one thing:
New lead follow-up.
That’s right—it’s not just about paying more for new leads; it’s about capitalizing better on the leads you are already paying for.
This video will cover the top five tips your office can implement today to turn leads into actual booked appointments.
These are the same tips that our top-performing practices use and that we employ for our in-house follow-up team.
Tip #1: Speed to lead
The number one factor in your ability to contact these leads will probably be how quickly you do so.
Harvard Business Review indicates that the chances of converting a lead drop off dramatically after just 5-10 minutes.
Our personal data based on dental leads tells a similar story. While it may not be as dramatic as 5 minutes, getting to your leads the same day they come in is critical—except for weekends, of course.
Our recommendation: Have one person ultimately responsible for your new leads. This person should have all these leads in one easy-to-manage place and receive a notification when a new one comes in.
Tip #2: Multiple follow-up attempts – multiple ways
Most offices are surprised by how many attempts it can take to get a hold of one of these new leads. But it’s important to remember:
- These leads don’t know you or how amazing your practice is
- These leads have plenty of other options
- People live busy and distracted lives
Giving up after just one try is leaving money on the table.
We have tested too many follow-up strategies to count …
But, the simplest, most effective method is:
Three contact attempts over the course of 3 days.
Mostly phone calls, with text messaging and a voicemail.
This could look like:
- Day 1 – Phone Call + Text Message
- Day 2 – Text Message
- Day 3 – Phone Call + Voicemail
It may feel like you are bothering them or overcommunicating, which may be the case once they are patients.
But in this early phase …
The more touch points, the better.
Bonus: Our team does a double call. Dial the number back to back. It helps tremendously with the pick-up rate.
Tip #3: Greeting
We finally have someone on the phone … Now what?
It’s time for the greeting.
We want to keep this part tight and concise.
If there was anything to have down, practice the greeting.
You want it to be smooth, confident, and seamless. You don’t want to be fumbling over your words.
Here are a few things to keep in mind:
Attitude trumps all. A positive attitude is probably the biggest factor in getting patients to schedule and show up.
Agreement is key. To the best extent possible be quick to agree with them, and be quick to reassure that you have the answers and solutions.
Phrases like …
- “Yes, absolutely.”
- “I totally understand.”
- “I’m glad you called. You made the right decision, and we can help you with that.”
What a lead is thinking when you call them:
- Who is this?
- Why are you calling?
- How did you get my information?
- What are you going to do for me?
There are many variations, but let’s break down a simple exchange when a lead picks up the phone:
You: Hi! Is this [LEAD NAME]?
Lead: ALLOW FOR RESPONSE
You: This is [YOUR NAME] from [OFFICE NAME].
The reason for the call is that you submitted a form to be contacted by us for our new patient special.
What information can I get for you today?
Lead: RESPONDS TO YOUR QUESTION
You: Great! Dr. [NAME] can absolutely help with that. Do you mind if I ask you just a couple of quick questions?
Tip #4: Fact finding
We have to tailor the conversion to what they care about to get more leads to schedule.
We do this by asking quality questions and getting quality answers.
This is called finding the DMB: Dominant Buying Motive.
We want to first understand more about them. What are they looking for, what do they value, and why now?
If someone’s primary concern is price, we don’t want to go on and on about making the visit pain-free and comfortable.
If someone’s main concern is dental anxiety, we don’t want to focus the conversation on how you offer all dental services under one roof.
Understanding the DMB allows us to focus the conversion on what they value and why they want to schedule with your office.
Below are a few example questions:
- What is your main concern with your teeth right now?
- Do you have any outstanding situations that need attention, or are you interested in a regular checkup?
- Would you say this has impacted your day-to-day life? Are you in any pain?
- Have you had this looked at before? What have you done in the past for X?
- What’s more important to you when considering a new dentist?
- Why did you decide to do something about this now?
Now that we have a good idea of the DMB, we should have a quick spiel ready to go.
A bridge that connects their concerns and values to the appointment at your office.
Tip #5: Value building
Let’s say the situation is …
They haven’t been to the dentist in years, are hesitant or anxious, and don’t know what they need.
However, they want to get their oral health back on track.
You might say something like:
“Well, first off, congratulations on deciding to take care of your oral health. It’s such an important part of your overall wellbeing.
“Here at [PRACTICE NAME], we are a judgment-free zone. We have multiple sedation options for patients who feel uncomfortable at the dentist.
“We offer comprehensive care for all your needs, but Dr. [NAME] never pushes treatment you don’t need.”
This will increase the chance that they schedule and actually show up.
You have two options to get more new dental patients
If you want to tap into a new market of patients who don’t already know you, you have ultimately two options:
- Buy more leads
- Convert more of the leads you’re getting
If you and your team master the five tips mentioned above, I can guarantee your scheduled appointment rates will skyrocket.
Happy hunting!
And if you ever need any support, we are here to help. Just fill out the form below:
