Aspire's Basics Series: How to make a great impression with your voicemail message

In this series we'll offer up practical and effective techniques to improve and develop all the basics involved in the A-Z of a purposeful, productive dental practice focused on creating the ultimate customer service culture. 

Your phone is the first 'live' impression potential patients have of your practice.  They may have seen you on social media, been referred by a friend or seen your great reviews. The stakes are high for your practice when these people call you. They already have a high expectation. The very first time they speak with one of your receptionists will make or break the first impression. It sets the tone for the conversation and how that patient feels about your practice before they even schedule, let alone sit in the chair.

This leads us to who is answering your phone? Does the receptionist have the skills to set that tone for a great first impression?

STOP

Did I say receptionist? Let's get something clear. Receptionist. It's 2020 so let's acknowledge the integral part these valuable team members play in the dental practice. Here's who we are really talking about...

Practice ambassador.

Representative to the outside world.

The face and the voice of the practice.

Customer service and customer care.

Manager of crucial patient and practice systems.

Productivity enhancer.

No mere receptionist.

Never a girl at the front.

Front Desk Coordinator.

Your answering machine or voice mail is an extension of the front desk coordinator (FDC).

When your practice is closed overnight or the phone is temporarily unattended, your message has to align with the tone and experience you normally give a live patient. You need to show them the same 'love' you would in person.

Your message is a reflection of the service and experience that patient expects to receive. If you're hyped up online with 5 star customer service reviews but have a lack-lustre, robotic message, things just won't feel right for that caller.

So what is your tone? What is the experience and feeling you want patients to have after dealing with your front desk?

If a warm, welcoming feeling is the tone you're striving for, then you need to avoid sounding uncaring, robotic, officious and monotone.

Start by THANKING them they called. They could have called anyone but they decided to call YOU. You need to appreciate that. Every phone conversation should start and end with thanks and appreciation for their custom.

Get ready to record your message:

Put on a smile! Use a friendly, happy voice.

Speak clearly and talk at slow-medium pace.

Make sure there is no background noise.

Day Time Message:

Thank you for calling ……...  We've stepped away from the phone for a moment but we'd love to know you called so please leave us your full name and phone number and we'll get right back to you!

Night Time Message:

Thank you for calling ……. Our practice is now closed but we'd love to know you called so please leave us your full name and phone number and we will return your call. Please check our website for our opening times or to book online  via our website www……

Busy/2nd line Message:

Thank you for calling …… We are assisting another client at the moment but we'll be with you shortly so please stay on the line.

Don't forget to keep a script for future use when you need to change a message!