3 Strategies for Dental Receptionists to Boost Scheduling

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There are a few reasons why potential patients call but don’t schedule an appointment. Here are three strategies that can help your team convert those calls into bookings.

Establish a Connection with Empathy
People are more likely to engage with someone they feel comfortable with. To build rapport with a new caller, start by greeting them warmly. For example, “Thank you for calling Bright Smiles Dental. This is Sarah. May I have your name, please?”

Using the caller’s name throughout the conversation helps them feel valued. For instance, “Hi, Emily, how can I assist you today?”

Also, use reassuring language, such as, “I completely understand, Emily. Many of our patients have had the same concerns, and Dr. Thompson will be able to help you with that.” This approach puts the caller at ease, increasing the likelihood they’ll book an appointment.

Address Cost Concerns with Confidence 
Cost can be a major concern for patients, but it’s important to address it directly. When a caller asks about pricing, they’re usually wondering if they can afford the treatment.

You can respond by saying, “I understand that cost is an important consideration. While I can’t give an exact price without seeing you in person, I can assure you that we help many patients just like you get affordable, high-quality care. We offer flexible payment plans to fit within your budget. Why don’t you come in to meet Dr. Thompson for a consultation? We can discuss a treatment plan that works for you. Does morning or afternoon work better for you?”

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Offer Two Appointment Options 
When you give a patient a choice between two appointment times, they are more likely to commit to one. Instead of asking, “Would you like to schedule an appointment?” which can result in a simple “yes” or “no,” try this approach: “We’d love to have you meet Dr. Thompson. Would mornings or afternoons work better for you?” By offering two choices, you increase the chance that the patient will select one, and either option will fit your schedule. How you communicate during these calls can make a huge difference in whether the patient chooses to schedule with you or goes elsewhere. When you’re investing in marketing to bring new patients into your practice, converting those calls should be a top priority.