No Calls Please!

receptionistAnyone who knows me, knows that I can throw a pretty good rant. One of my favorite subjects are unexpected sales calls to the office (or walk in vendor sales calls) when there are patients to care for. Patients MUST be a priority. I hate to say it but I am sure that there is more than one sales person out there who thinks “that Nomi is such a witch!” as I have no problem telling this drop in callers/visitors that our patients come first and unexpected drops ins are not going to fly with us and that calls to see if we need anything will not help them fill their quotas as we carry a “we’ll call you when we need supplies” attitude, so “don’t call us, we’ll call you!”
Why don’t these pushy sales folks take the hint? Don’t they realize that I am not the only customer who feels this way? Check out this perspective on the subject from my friend, Lisa M. Spradley.

No Calls Please!

phoneI like to think I am a pretty fair person.  I know that we all have a job to do, and I understand that most of us make our living in sales.  In the dental field, a patient is given options for dental care and sometimes the best option is the most expensive.  We have to sell the patient on the best option.  Sometimes it works, sometimes it doesn’t.  Either way, occasionally we are all salespeople.

That having been said, I want to vent about a problem that I have; not with salespeople but with obnoxiously, overbearing salespeople.  All  of us on the dental team know how hectic any given day can be.  However, there’s no day so prone to being chaotic as Monday.  Something about weekends, especially long, holiday weekends, wreaks havoc on dentition everywhere.  Some Mondays the telephone lights up the phone system like the 4th of July fireworks. 

It takes everyone on the team to answer these calls and schedule these woman-frustrated-on-phone-md-14080438appointments.  Imagine then the frustration as you are taking a call from a patient and another line is ringing.  No one is available to help you answer this second call so you are forced to put the current patient on hold only to find a salesperson on the other line who wants to speak to you about your prepasted toothbrush supplies.  

Ordinarily this would not be a problem, however, when you know that you have personally asked all sales representatives to not call your office on a specific day it definitely can be a bit irritating.  I am the main person who answers the phone in our office.  So I am know for a fact that I have requested “Maria” to not call us on Mondays for routine sales calls.  I have also participated in many key opinion leader surveys and when asked what sales people could do differently to improve relationships.  My response is always the same, “No calls please on Mondays.” 

Now I know in the grand scheme of complaints this is not the most pressing, however, we are an office that prides itself on their ability to focus on the patient first.  We cannot keep this focus when we are distracted by pushy salespeople who will not honor our request.  Unfortunately, this means that you might lose our business.   This is costly for you, and inconvenient for us. 

So please, if you do indeed value our business then honor your word and do not call us on Mondays.  I promise that if we need anything we will call you, otherwise, feel free to call us on any other day of the week.  It is truly the little things that make life so much easier!

Thank you!sigimg1
Lisa Marie Spradley, FAADOM
Front Desk Lady
 
To find out how Lisa can help your front desk learn to handle vendor calls and efficiently run your front desk, contact her:

Via email: lisamarie@tcbdentalconsulting.com

Like her on Facebook: TCB Dental Consulting

Visit her on the web: TCB Dental Consulting.com

Lisa Marie is an active, lifetime member of AADOM (The American Association of Dental Office Managers) and  received her Fellowship in 2012.  She is proficient with Patterson Eaglesoft and can help your staff get the most use from this practice software. Lisa has written articles for Dentistry IQ, Dental Assistants DigestThe Mississippi Dental AssociationAGD Impact, The Dental Geek and The Observer, an AADOM publication.

Thanks for reading!

With your success in mind, 

nomi8 NOMI

8 Comments

  1. Linda Zdanowicz | | Reply

    Nomi you hit home here. I have a staples rep that calls and talks excruciatingly slow. I tell her I don’t need her to call, Staples makes it very easy to order on line, yet she calls on a regular basis. When I firmly tell her that I’m very busy and that these calls are becoming a nuisance, she says, “Oh, so how are things going?” I finally had to be kinda mean and told her if she keeps calling I’ll have to file a complaint. She finally got the message, but I hate having to be mean to get through. Good post!
    Linda

    • Nomi Waters | | Reply

      Thanks Linda! It’s nice to know that Lisa and I are not alone in our thoughts!
      NOMI 🙂

  2. Angela Donovan | | Reply

    I love some of our salespeople, but some of them make me want to scream. I actually have a salesperson who always showed up at lunch and tried to create her own lunch and learn. She stayed the whole hour and tried to sell the whole time. I finally had to let her know that our team needs a break and that if she wants to come in for a lunch and learn, she had to schedule it. There was also another salesperson from Benco in NY that called non-stop on Mondays and if we didn’t answer his call, he would call back every 15 minutes until we answered. Finally, the doctor told him that his behavior is the reason we will not do business with him. He hung up on the doctor. I understand that we are in a recession and that these salespeople need to make a living, but there is no reason for such extreme pushy behavior.

    • Nomi Waters | | Reply

      I love when the reps want to stand at my desk and tell me what their composite material is made from and would I please let the doctor know. They try to do a quick sell to me like I will be able to learn about their product in less than a minute and sell it to my doctor later. 🙂

  3. The Dental Warrior | | Reply

    I would ask that they not call on Mondays… Tuesdays… Wednesdays… and Thursdays.

    They are welcome to call on FRIDAY… when they will get our voice mail, since we won’t be there! 😀

    Seriously… Nobody who has cold-called me has EVER made a sale, nor will they ever make a sale by calling me (or showing up unannounced). They are wasting their time by wasting mine.

    If I need or want something, I’LL call YOU.

    To be clear: If YOU call ME, I will NOT buy a single thing from you. Ever.

    • Nomi Waters | | Reply

      I feel exactly the same way Mike Barr!!!!
      NOMI 🙂

    • Sales Guy | | Reply

      Let me ask you this sir… If a sales person left a voicemail on Friday and it was something you needed/wanted, would you call him back?

      • The Dental Warrior | | Reply

        Unless the dude can read my mind, it’s statistically improbable that he would happen to call offering something I happen to need or not already have (or have an existing source).

        The chance of a cold call being successful with me is nearly zero.

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