If your office telephone system is over five years old, it likely only allows for one recorded message. That typically would be the “end of the day message” that is put on after business hours. I can’t tell you how many times when I call an office during what you would expect to be normal business hours – say 11 AM on Tuesday – that I get to listen to the end of the day message. “Thanks for calling Quality Dental Care. Our office hours are 8 to 5 Monday through Thursday. If this is an emergency please call…etc.” So what’s that about? I AM calling during your business hours – why doesn’t someone answer the phone? Because- without the ability to change a message easily – someone at the front desk who might be by herself – perhaps in an important discussion with a patient than can’t be interrupted – as a “life raft” puts the message machine on.

I recommend that every dental practice needs to easily be able to access three different recorded messages. The “end of the day” message is obviously for after normal business hours. During business hours – when you might be short staffed at the front – you need to use what is called an “inter day” message. “Thanks for calling Quality Dental Care. We are in the office but currently assisting another patient. Your call is very important to us. Please leave your telephone number and we promise to return your call within thirty minutes.”

A third message is for specific situations when your office is closed during normal business hours. A perfect example would be for a day when the team is attending continuing education. You might say something like “Thanks for calling Quality Dental Care. The office is closed today Monday December 21st  because we are all at a great continuing education course learning advanced techniques on smile design. Please leave us a message and we will return your call first thing tomorrow morning.” This third message option is easily recorded to fit individual situations – and of course it is so much more informative and relevant then that end of the day message.

Most dentists don’t shrink from the high cost of purchasing clinical technology from lasers to digital radiography. So why not get into the twenty-first century with your telephone system. It is just another way to upgrade to exquisite customer service that will separate you from your competition.

One of my pet peeves is being placed on hold with no way of knowing if I am still connected. After thirty seconds of silence, you are lonely and aggravated. In my opinion, not having “music on hold” shows an utter lack of awareness of basic customer service. Yet I continue to be surprised at how often I encounter this situation.

It is not difficult or expensive to have a CD player connected to your telephone. This music does not play throughout the entire office – just when you place someone on hold. The music can be a reflection of the personality of the practice – perhaps jazz or classical – probably instrumental rather than vocal- but certainly understated and dignified.

What is more expensive is an on – hold  program that combines music PLUS information about your practice. There are many companies in the dental industry that can offer customized scripts. I personally don’t like listening to a list of all the services provided by the practice and where the doctor went to dental school- especially if I am an existing patient and know all that stuff anyway.  Just give me some nice music so I know my call hasn’t been dropped. I almost feel with those information programs that someone could actually pick up the phone but won’t until after I have been forced to listen to the whole menu!

If your phone system is really old, it might not have the capability to be hooked up to a CD player. In that case, you really need to make an investment in front desk technology and purchase a new updated system. Because if it won’t allow music on hold, then for sure it probably won’t allow you an easy way to play more than one recorded message. Next time on this blog, I will discuss the necessity and advantages of using multiple phone messages.