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Speaker: Mr. Daniel Bobrow, MBA, AIM Dental Marketing
About the speaker: Certified dental practice consultant; president, AIM Dental Marketing

Description:
Research has shown that the majority of first-time callers to a dental practice are not handled as effectively as they could be. Mr. Bobrow employs various techniques to place practitioner and team members "in the patient's shoes." He shows how subtle differences in the way the phone is answered, the patient is greeted and the website is structured can make a huge difference on patient perception and the practice's bottom line. Special emphasis will be placed on connecting with first-time callers, as virtually all patient relationships begin with that first call to the office. Distinctions to be shared include establishing rapport, conveying empathy, exuding enthusiasm, the questioning triad and avoiding pitfalls such as the self-fulfilling prophecy trap.

Learning objectives:
Participants will be able to:

• Understand the key components of effective and persuasive communication
• Recognize and describe the challenges and opportunities that are inherent in connecting with first-time telephone callers
• Implement the skills shared to become master telephone communicators to consistently schedule solid patient appointments with first-time callers
• Share knowledge with fellow team members leading to continuous improvement and an ability to adapt to changing situations and new challenges