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Don’t Hang Up Yet: Capture the Information
Every caller inquiring about cost or requesting information about a service should be treated as a high-intent opportunity. These patients are already considering treatment, they’re simply deciding whether to book with your practice or continue their search elsewhere.
At the average dental practice, up to 70% of these calls do not convert into appointments. In many cases, this comes down to one simple gap: the responsibility to follow up is left with the patient.
“Hi, what is the cost of implants?”
“It typically starts around $4,000 per tooth, but you would need to come in for an accurate quote.”
“Okay, thanks, I’ll call back later.”
By consistently capturing the caller’s name, confirming their contact information, and understanding their communication preferences, your team can take a more proactive approach. Rather than relying on the patient to call back, you can follow up, answer outstanding questions, and guide them toward booking.
First - Always Start with a Strong First Impression
The first seven seconds of a call set the tone for the entire interaction. By introducing yourself, you naturally prompt the caller to introduce themselves, creating a more personal connection.
“Thank you for calling [Practice Name], this is [Your Name]. How can I help you today?”
"Hi, I'm [Patient Name], I need help with …"
Capture the Patient’s Name Early
If the caller doesn’t share their name during the initial greeting, ask for it early in the conversation. This helps build rapport and creates a more personalized experience.
"Hi, what 's the cost of implants?"
"I'd be happy to answer that for you, can I ask you some questions to get a better idea of your situation?”
"Sure"
"Wonderful, what's your name?"
Confirm Contact Information Naturally
As the conversation progresses, confirm the patient’s contact details in a natural and conversational way. Even when caller ID is available, this ensures accuracy and avoids missed follow-up opportunities.
"Is this the best number to reach you at?"
"It's currently [day] at [time], is this the best time of day to contact you?"
This approach keeps the interaction seamless while ensuring your team has the information needed for effective follow-up.
Set Clear Expectations for Follow-Up
If additional information is needed, set a clear expectation and ensure it is met. Following through consistently reinforces reliability and builds trust in your practice.
"I'll check with the doctor and call you back before 3:00 today with an update."
Offer to Send Additional Information
For patients inquiring about larger treatments (such as Invisalign, orthodontics, implants, or bridges), offering to send additional information can be an effective way to stay top-of-mind while also capturing their email address.
"I can send you some additional information on [service] that I think you'll find helpful. What's the best email address for you?"
Take Ownership of the Follow-Up
When a patient indicates they need time to think, check their schedule, or speak with a partner, the likelihood of them calling back decreases significantly. This is where your team should take ownership of the next step.
Even if the patient is hesitant, a proactive and professional follow-up often leaves a strong impression, and can be the difference in securing the booking.
"Of course, take the time you need. If we don't hear from you by [day/time], we'll follow up to check in. Is this the best number and time to reach you?"
Become the Practice Every Patient Chooses
Outrank your competitors, attract more new patients, and become the top dental practice in your area.