Personalized Service (Assume service/treatment, Close the treatment plan.)

Key Words / Definitions:

• • Assume the treatment – taking for granted that the patient is calling because they need/want to see a dentist. Answering their questions while leading them through to make the appt. and start treatment.

Items falling within this category include but are not limited to:

• • Momentum
  • Assuming the sale/Encouraging appointments and treatment
  • Call the person by name at least 2x

“Deal Breakers” – Items for which this category would be scored “F”

• • Not assuming the appointment.
  • You don’t offer to help the patient who goes to the other office.
  • You don’t transfer the call and say, “If you don’ t mind holding, I would be happy to get them on the phone for you”
  • Picking up the phone and putting them on hold or leaving them on hold for excessive amounts of time. Example of what to do: Ask Patient, “She is on another call right now, would you like to hold, or give me your number and I will have her call you right back?”