In this episode of the Dental Flow Podcast, host Benjamin Suggs shares a straightforward yet powerful strategy for dental practices to boost new patient bookings: instructing front desk staff to always offer an appointment time on every new patient call. By doing so, practices can uncover and address real objections that prevent bookings, gather valuable data on why patients may not schedule, and identify opportunities for operational improvements. The episode highlights the importance of tracking these objections, adapting to patient needs, and making data-driven adjustments to promote practice growth and patient acquisition.

Chapters

• The One Simple Change: Always Offer an Appointment (0:00:34 – 0:04:30)
• Explanation of the main actionable tip: ensuring every new patient call ends with an offered appointment time.
• Handling Objections and Test Closes (0:04:30 – 0:08:00)
• Discussion on how to uncover and address patient objections, with examples of common concerns like insurance, pricing, and scheduling.
• Tracking and Learning from Objections (0:08:00 – 0:11:30)
• The importance of having front desk staff record reasons for not booking and using this data to identify trends and opportunities.
• Real-World Examples and Practice Impact (0:11:30 – 0:12:45)
• Stories illustrating the value of tracking objections and how missed opportunities can be identified and addressed.
• Recap and Call to Action (0:12:45 – 0:13:33)
• Summary of the episode’s advice and encouragement to implement the strategy for immediate results.

Takeaways

• Always offer an appointment time on every new patient call—don’t let the call end without it.
• Pushing for an appointment helps uncover the real reasons why a patient may not book, allowing you to address their objections directly.
• Train front desk staff to record every reason a new patient does not book an appointment, using a simple sheet of paper.
• Collecting and reviewing these reasons over time provides valuable data to identify trends and common objections.
• Practice owners should regularly review this data to determine which objections can be addressed or which operational changes could increase bookings.

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