8 Key Elements Your Message On-Hold Program Needs

Does your dental office’s message on-hold program have all the right ingredients for engaging, informing, and drawing in your callers? As with any marketing strategy, there’s a formula to the process and a set of criteria you need to follow in order to be successful. Message on-hold is not always as simple and straightforward as it seems, and even the most experienced message on-hold experts (ahem, like us) are always on the lookout for newer and better ways to help practices promote themselves to their callers.

Below, we present 8 key elements that every message on-hold program should have.

1. The Basics: Location and Hours

It should go without saying, but your address (and if applicable, proximity to certain landmarks) and office hours should be the first pieces of information you provide your callers. It’s important because it tells people where they can find you, and it lets them know when your office is open and reachable. Landmarks aren’t always necessary (thanks to Google Maps and other apps), but mentioning that your office is across the street from Subway or just down the road from the Stop N’ Go could be helpful.

2. Mention of Whether Appointments are Necessary

You can’t always stop people from walking into your office and asking to be seen right then and there, but you can try to reduce these instances by letting callers know that they need to schedule an appointment before coming in. This can prevent a lot of confusion for your clients, and frustration for your team.

3. A CTA that Guides People to Your Website

Message on-hold and web go hand in hand. Why not take advantage of your custom message on-hold program by drawing more attention (and traffic) to your dental office’s website? Callers might be able to find the information they’re looking for, which could also solidify their decision to book an appointment with your office. We recommend including your website’s URL in at least 4 of your messages so people won’t miss it.

4. Tips and Education

Message on-hold programs are a great tool for educating your callers and offering helpful, everyday tips to make their life easier. For example, you can let callers know which foods to avoid to keep their teeth white, or what they should do if they happen to get a tooth knocked out. Additionally, you can tell your callers about common causes of dental pain, how to floss correctly without damaging the gums, and more. Official statistics can also be used to make a compelling argument for routine dental care and checkups. The options are endless.

5. Promotion of Services

Obviously, you want to tell people all about your services and why you’re the best dental practice offering them. Let callers know about your revolutionary teeth-whitening system, your mouth scanning technology, denture offerings, and the lengths to which your team goes to make every visitor feel comfortable. Don’t be afraid to brag a little bit about what you’re able to provide; the goal is to generate interest in what you do and encourage callers to find out more.

6. Promote Annual/Bi-Annual Exams

Getting people in the door is your top priority. Reminding callers about the importance of annual or bi-annual dental exams is a good way to do that. Get them to think, “Man, it’s been over a year since I last saw my dentist. I wonder if I have any cavities?” Routine dental exams are key to preventing gingivitis, gum disease, and tooth loss, and your callers should be made aware of this.

7. Doctor Bios

Your doctors are amazing, and you want everyone to know about them. Or at least, you should. If you’re proud of your team and the credentials they’ve accumulated throughout their respective careers, why not feature them (and their accomplishments) in your message on-hold program? We’d suggest mentioning their education, any awards they’ve won, and even including some of their favorite hobbies. It’s a great way to introduce your team to people before they’ve even walked in the door, and to build trust with potential clients. What’s more, it builds credibility for your organization.

8. Payment Options

Dental work can sometimes be costly, and people want to know what their options are when it comes to payment. Let callers know about their insurance options, and if you accept CareCredit. Do you offer other payment plans? Promote them! And if applicable, you can let people know they can visit your website to make convenient online payments.

If you’d like to know more about building a quality message on-hold program for your dental office, call InTouch at (877) 493-9003.