Read time: 7 minutes
Do you look at your desk staff and see them rifling through a sea of paper, phone nestled under their ear – multitasking to the max – and wonder how everything makes it into the ‘system’? Ever logged into that spreadsheet when your most organised member of staff is on holiday and been utterly baffled? In a busy dental practice, there may be a number of different systems going on, which could be affecting your lead to conversion rate?
Secret sales gurus
As front-of-house for the practice, the receptionist has many roles: they’re the ‘face’ of the company, the organisers and the gatekeepers of the practitioners. The receptionist is also a sales guru in disguise. With strong industry knowledge and great customer engagement, as well as tact and understanding, they’re integral to the continued success of your practice.
Multi-tasking magicians they may be, but without a supportive system in place, these skills can get lost in a sea of reminders. When a Post-it note with a new number on it drifts towards ‘the pile’, or a flurry of Facebook queries from a new campaign start to clog up your inbox, it might be days or weeks before the lead is followed up.
You want to support your staff in the most efficient way possible and ensure that leads can be followed up quickly without any additional stress. So, first thing’s first, let’s assess your current lead management style.
What’s your practice lead management style?
Stuck on Post-it notes: We know there’s a ‘system’: pink for brand new callers; blue for veneer enquiries; yellow for consultations, but a Post-it note system can soon get out of hand. The more successful your practice, the more new patients flood in, and all with new email addresses, phone numbers and varying levels of responses required. There’s only so many colours in a pack.
The little black book: It could be an address-book that the surgery has had since it opened, or it may be solely for leads and new patients before they schedule their first appointment. It’s comprehensive and updated, but not the most efficient way of finding what you’re looking for (especially when it’s packed with bookmarks, folded leaves and maybe a few of those pesky Post-it notes).
Neverending spreadsheets: Moving into the paperless domain, spreadsheets are an excellent way of collating and exporting data, but for day-to-day use they can get lengthy and potential leads can get lost in a sea of numbers, addresses and notes. Paper can get messy, but so can a spreadsheet.
Mind over matter: Your receptionist has a memory to rival Kim Peek’s. Everything from treatment stages to patients’ birthdays is logged in their mind and they never forget to call back a customer. Except that everyone forgets some things sometimes, especially in a busy, growing practice, and it leaves leads hanging when your human database is on holiday.
The changing landscape of your practice
You may recognise one or a few of the above in operation in your practice. What these varying types illustrate is the natural evolution of the receptionist’s landscape. As our world has become more instant, mobile and competitive, paper-based systems can become untidy and stressful. Sticky pieces of paper and notebooks can’t handle the amount of data or various platforms that patients present to us and engage with.
As we move from desks plastered in Post-its and books bulging with numbers, the natural step is to go paperless. What better than a trusty spreadsheet? Everyone knows how to use one; it’s easy to input data and straightforward to search. In terms of desk space, a spreadsheet is tidier than a paper-based system, however it still involves a great deal of time to maintain and check, leaving it at risk of being another tab open on your desktop.
The spreadsheet is a baby step in the right direction. However, ultimately it’s a lone wolf in the world of organisation, entirely independent of other marketing tools. A spreadsheet has no alerts, no insights, no data analytics and certainly no way of reaching out to potential customers, so, while it’s more eco-friendly than an address book, its limitations are much the same.
Ditch the clutter
What you need is something that organises the different facets of your lead management in one place: from online campaigns, walk-ins and callers; for those looking for teeth whitening to straightening treatments. When everything is aligned and accessible, your practice can be more efficient.
The future of lead management for dental receptionists lies in the cloud – in an intuitive dental CRM that is accessible to everyone, supports your practice needs and reacts to customer requirements. An online tool that is able to collect, collate and organise leads; to incorporate daily tasks for the team to keep converting hot leads, and nurture communication between practice and patient with automated email and SMS messages tailored to your treatments.
DenGro – smart, simple lead management for dental practices
DenGro puts simplicity first. It’s designed to manage your leads effectively in a way that is smart and clutter-free. Straightforward daily to-do lists for each member of the team, easy lead profiles that anyone can access, and a neat patient conversion journey. Easy setup, easily managed and easy to use – with not a Post-it in sight. Watch your staff stress levels lower, and see more patients through the door.
Ditch the types, de-clutter your desks and straighten out your lead management. Try DenGro free for 14-days today.