How to Get More Dental Patients

December 05, 2024, RevUp Dental

Many dental offices believe that the way to get more patients is to ramp up marketing, whether that’s through dental SEO, Google Ads, social media, or flyers. While marketing is essential, it isn’t always the most effective or affordable way to increase patient flow. In reality, most dental practices could double their new patient numbers by focusing on one simple thing: how they handle patient interactions. 

While marketing strategies can help generate leads, it’s the quality of your team’s interactions with potential patients on the phone is what often makes or breaks an appointment. 

The Biggest Bottleneck: Staff's Sales Skills

Many dental practices focus on building better websites, running more ads, or investing in dental SEO, thinking that these tactics will lead to a massive influx of new patients. However, the real bottleneck often lies within the office itself—specifically, in the sales skills of the staff, particularly receptionists.

Most dental receptionists and office staff are not trained in sales. They may be friendly and courteous, but without proper training in handling patient inquiries, they might miss opportunities to convert a lead into a booked appointment. The issue is not that the staff are unkind or incapable; it’s that many don’t fully understand the sales techniques required to leave a lasting, positive first impression.

Patients calling for a dental appointment are not just looking for information, they want to feel confident and comfortable with the practice they choose. When your staff lacks the skills to engage effectively with callers, it’s easy for patients to move on to another practice where they feel more heard, appreciated, and valued. 

Assessing Your Booking Effectiveness

When dental offices ask for help attracting more patients, we start by asking, “If you received 10 new patient calls this week, how many would your staff book for an appointment?” The typical response: “Our team is great! They’d book at least 8 or 9.” However, many practices don’t track their call-to-booking conversion rates, so they’re unaware of how many calls are actually answered or converted into appointments.

After analyzing call data, we often find that practices are booking only 30-35% of their new patient calls, meaning for every 10 calls, only 3-4 result in appointments. This can be an eye-opener for many practices that assume their team is doing better.

Why Patients Choose Other Practices

If your booking rate is lower than expected, you might blame the patients, thinking they’re just price-shopping. But often, it’s not about price; it’s about the emotional connection they feel. Patients are looking for a dental practice that makes them feel valued and understood. If your staff isn’t creating a welcoming environment, they may look elsewhere, even if the price is the same.

First impressions count. A rushed or disinterested receptionist is likely to drive potential patients away. However, if your staff listens actively and engages with empathy, patients are more likely to book.

How to Improve Patient Interactions

Here are key strategies to improve booking rates:

Ask Open-Ended Questions: Encourage staff to ask questions like, “What brings you in today?” to understand the patient’s needs.
Take Charge of the Conversation: Receptionists should guide the conversation and confidently transition to booking an appointment.
End on a Positive Note: A friendly closing remark like, “We’re excited to take care of you!” leaves a lasting impression.

Use Technology to Improve Conversion

Track Your Calls: Call-tracking software can provide insights into what works and where improvements are needed.
Automate Follow-Ups: Automated follow-up reminders can convert “maybes” into “yeses.”
Encourage Reviews and Referrals: Satisfied patients can leave reviews or refer friends, boosting your reputation and attracting new patients.
What Top Practices Are Doing Differently

Top practices excel because their staff is skilled at handling calls. They ask effective discovery questions, manage objections, and guide the conversation toward booking. At RevUp Dental, we’ve identified these best practices and created a guide to help you train your staff.

Grow Your Practice from Within

To boost bookings, focus on improving your staff’s phone-handling skills. By investing in dental staff training, you can increase your conversion rates and grow your practice without spending more on advertising.

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