Are You Saying, “I Have No Time To Help My Team”?

08819 phone excellence mastery logo - square

I’ve recently had conversations with a number of Doctors and Medical Business Owners and I’ve been fascinated by one comment that I’ve heard them all say….

“I heard my Front Office People answer the phone and I didn’t like what I heard.”

Each Doctor was concerned about how their Front Office Team was handling the calls coming in and going out of their Office. They each felt they had let their team members down because they were not able to help them.

Dentist 5

I do believe that if you are the business owner then it is your job to be the leader and make sure everything runs smoothly.

The Doctor is an interesting Professional.

The Doctor’s day is totally devoted to their patients.

There really is not much time between patients other than for a quick Bathroom Break and Lunch…..maybe!

The Office Manager will often train the Front Office People on “how to” answer the phone, but what if they need help while “on” the Phone as well.

The Doctor has 2 choices:

1. Keep seeing their patients and hope the Front Office will be ok.

2. Get someone who specialises in answering the phone, to come in and help.

The first choice is usually the one that most Doctors will take.

It costs a lot less at first, until the flow on effects of having an untrained or a poorly trained team on the phone begins to show.

How many patients have you let go out of your practice because the person picking up the phone is not doing it RIGHT?

You may NEVER know the number.

Ever since I began my consulting business I have become more and more aware of more and more Doctors reaching out for help with their phones. They do this because they are not sure how to best help their team, but more importantly they are doing this because they just don’t have the time to spend with their team.

Look at the pros and cons of having a consultant work with your office team.

Yes there will be an investment to consider and the time management of organising a few things.

Like most investments you make in your business you do need to do the maths to make sure it all adds up.

Every successful business needs help to reach their goals and beyond.

It cannot be done alone.

The introduction of new and better telephone skills for your front office will increase  your number of patients [both new and existing] who make appointments, increase the number of patients who keep those appointments and increase the amount of money those patients are needing to invest at those appointments.

It’s quite clear…

IMG_0948 (2)

This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patients Phone Experience, and ultimately, improving your practice profitability.

Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.

For more information on how I can improve your practice profitability contact me, Jayne Bandy at  jayne@theDPE.com

Advertisements
Image | Posted on by | Tagged , , , , , , | Leave a comment

Four Important Questions You Must Always Ask Whenever You Answer The Phone

08819 phone excellence mastery logo belly

Why do we ask questions?

We ask questions to find out things that we don’t know.

I believe that most people answering the phone in a Medical Office are asking a number of questions, but are they are asking the same boring questions every Medical Office is asking?

Questions

I have discovered over the years of answering a phone in an Office, that there are questions, and then there are excellent questions.

In a Medical Office, the questions you ask need to lead you to the outcome you desire from the call.

You need to find out important information from the caller to determine:

1. What their problem is.

2. How to best help them

3. When to make them a suitable appointment.

The questions you ask should increase the callers’ concern and urgency so they do not delay seeing the doctor.

You also need to start finding out about your caller. Who they are and what they are thinking?

It’s not hard if you have the right questions.

1. How did you find out about our medical practice?

This question lets you know how qualified the caller is.

Have they done some homework about your medical office and the treatments you offer?

2. What made you choose our medical practice?

This one question can help you determine what is important to the caller so you can really help them.

3. How long have you had these symptoms?

4. Is there anything else you are concerned about?

Ask these Four Questions and see what a big difference it makes when you answer the phone in your medical practice.

IMG_0948 (2)

This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patients Phone Experience, and ultimately, improving your practice profitability.

Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.

For more information on how I can improve your practice profitability contact me, Jayne Bandy at  jayne@theDPE.com

 

Posted in Customer Service, Front Office, Medical, Medical Consultant, Phone Excellence Mastery, Phone Skills, Practice Management, Uncategorized | Tagged , , , , , , | Leave a comment

Do This And Your Front Office People Will Love You!

08819 phone excellence mastery logo belly

Empowering your Front Office Team to be great on the Phone is one of the most enjoyable professional feelings you can experience in your Business, besides helping your patients.

Empowering the Front Office Team to feel great about themselves is a definite Win-Win-Win for them, for your patients and for your Business!

Watching the burn out your Front Office Team is no fun and I think we have all watched it happen in most of our Medical Offices to people we actually do care about.

We scratch our heads and believe we gave the right incentives including pay rises and rewards, along with regular words of praise and encouragement.

These should work? After all, we are all Big Kids at heart!

shutterstock_134768036

The drop off our team still seems to happen. If it doesn’t, then a cloud of discontent and unhappiness will hang around for quite a while in the Office.

I believe the cause is simply that the Front Office Team do not feel empowered to be better than they are.

Being better than you are is about people believing in you and then believing in yourself.

Empowerment, by definition, means to enable.

Do we encourage our Front Office Team to be better than what they were yesterday?

Do we show our Front Office Team that we trust them?

Do we show our Front Office Team that we believe in them?

Do we invest in the people in our Front Office?

 

Allow your Front Office Team the room to become better, empowering them to take your business forward in the right direction.

Your team will be happier and more productive, and as a result achieve fantastic results for your business.

Make it fun and it will become easy and EMPOWERING for everyone involved!

Your Team will love you for giving them the gift of Empowerment!

IMG_0948 (2)

This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patients Phone Experience, and ultimately, improving your practice profitability.

Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.

For more information on how I can improve your practice profitability contact me, Jayne Bandy at  jayne@theDPE.com

Posted in Customer Service, Front Office, Medical, Medical Consultant, Phone Excellence Mastery, Phone Skills, Practice Management, Uncategorized | Tagged , , , , , , | Leave a comment

Look Your Patients In The Eye…..

08819 phone excellence mastery logo belly

I have written before about the “Art of Engagement”.

And really, there have been so many books written about the Art of Engagement.

We all know this is such an important subject, and a very effective way to connect and communicate with people, so why do we still forget to do it?

I know it is difficult to have eye contact when answering the phone.

Or is it?

I believe if you exercise the art of engagement through eye contact when you are face to face with your patients you will be able to do this over the phone even though the caller cannot see you.

Receptionist 4

I don’t know about you but I really do know if someone has eye contact with me over the phone. It is harder when you are on the phone because you cannot see them, and they cannot see you. You need to be even better over the phone than you are face to face. This is because you only have their voice and tone to determine how the caller is feeling.

I believe if you are a fully engaged person face to face then you will have no trouble establishing eye contact when you are on the phone.

Try standing up for the call and become physically engaged in the call.

Remove distractions. Never have a full conversation on the phone when you are with another patient face to face. Call the caller back at a time that you can be fully engaged with them and ready to make them an appointment.

We live in a world filled with so many distractions. People are multi-tasking all the time. Full engagement is a challenge to many people.

We don’t really get enough people engagement anyway, so when we do get it, it has a huge impact.

You can set your Medical Office apart from the other offices, just by being more engaged with your patients.

How easy is that?

It doesn’t even have anything to do with the callers’ medical needs yet. It’s all about how you make them they feel when you talk with them.

Start engaging more and see the big difference it makes to your business.

IMG_0948 (2)

This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patient’s Phone Experience, and ultimately, improving your practice profitability.

Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.

For more information on how I can improve your practice profitability contact me, Jayne Bandy at  jayne@theDPE.com

 

Posted in Customer Service, Front Office, Medical, Medical Consultant, Phone Excellence Mastery, Phone Skills, Practice Management, Uncategorized | Tagged , , , , , , | Leave a comment

Pick Up The Phone Even When It Is Not Ringing

08819 phone excellence mastery logo belly

Most Medical Offices are busy in one way or another (excuse the cliché).

Having the phone ringing is a huge part of any successful Medical Office.

I have recently become concerned about what happens in the Medical Office when the phone is not ringing.

The Front Office Team will often respond in these ways.

  1.  Concern that no one is calling?
  2.  Relief that they now have time to do all the other things they need to do
  3.  Pick up the phone and contact patients, rather than waiting for the phone to ring

You really need to know which response is coming from your Front Office Team.

I am sure you have decided that you want your Front Office Team to respond with the first and third responses.

If the phone is not ringing always question why and look at ways to change this. When the phone is not ringing, make sure the phone is being picked up and calls are being made by your Front Office Team.

shutterstock_205340284

What type of calls can your Office be making?

I am sure there are a few patients who need to be followed up, or called because you haven’t seen them for a while, or courtesy calls for upcoming appointments, or TLC calls to see how they are feeling after any Treatment or surgery. The list goes on….

Communicating with your existing patients is a big part of helping them to maintain their loyalty.

Many or msot Medical offices do not do this!!

We keep in touch with family and friends over the phone so it should be exactly the same in your business.

Your patients want you to keep in touch. It shows you care and increases the trust your patients have in you.

If the phone is not ringing in your Medical Office for a short period of time, use this time to keep in touch with your patients.

Don’t get sidetracked in your office so you then have no time to call your patients.

If you believe that the phone is only there to receive calls you are seriously missing out on growing your Medical Business and connecting more with your patients.

IMG_0948 (2)

This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patients Phone Experience, and ultimately, improving your practice profitability.

Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.

For more information on how I can improve your practice profitability contact me, Jayne Bandy at  jayne@theDPE.com

Posted in Customer Service, Front Office, Medical, Medical Consultant, Phone Excellence Mastery, Phone Skills, Practice Management, Uncategorized | Tagged , , , , , , | Leave a comment

Do You Have Clear Steps?

08819 phone excellence mastery logo belly

On my latest family holiday it became obvious to me in the world of delivering excellent customer service that having procedures and steps is definitely the way to go.

Without clear steps in your business, chaos and disorder begins. When this happens, customer service cannot be achieved as efficiently as it should.

Having clearly defined steps when answering the phone in your Office is so important in achieving Excellent Customer Service.

Stepping stones

Without proper steps the phone call can become confused and appointments will not be made.

How many phone calls seem to go nowhere in your Office?

When the call comes in your mission is to follow specific steps to make an appointment for the caller.

Does your Office have these steps in place?

If you don’t then it is time to define the steps you need for your office to ensure more appointments are being made.

In my previous blogs I have covered a number of Phone Answering Skills that every  Office needs to be working on all the time if they want to run a successful business and help their patients.

The easiest and most effective way to start developing great Phone Answering is to evaluate the calls coming in right now and the number of appointments being made.

You will be surprised how many callers do not make appointments.

The next step is to have clear simple questions ready to ask your caller.

Be ready with the right questions so you are able to make them an appointment.

What a difference it will make if the whole team know the right questions to ask.

More calls will be converted to appointments and patients will return. This is what all Medical Offices need.

I always find it so sad to see the true potential of a Medical Office not being achieved. The Front Office Phone Answering can be a real failure.

I have seen Offices running around trying to fix things but overlooking the people answering the phones.

Have a good look at your front office and how calls are being handled. If you don’t already have steps in place when answering calls, start to develop them today.

It is not that hard!

The Front office will love having clear steps when answering calls.

I know this works. I have been part of these steps myself!

When your Front Office have clear steps to follow you will quickly see an improvement in your Patient numbers and Patient retention.

IMG_0948 (2)

This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patients Phone Experience, and ultimately, improving your practice profitability.

Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.

For more information on how I can improve your practice profitability contact me, Jayne Bandy at  jayne@theDPE.com

Posted in Uncategorized | Tagged , , , , , , | Leave a comment

Do You Call Your Patients Names Behind Their Backs?

Keep your cool

Do you call your Patients names behind their backs?

No, I don’t mean in a rude way. What I mean is you give them a name as to what type of patient you think they are before you really know them.

Let me explain.

Have you heard your Front Office Person hang up the phone and say:

“That person was a shopper.”

“They were not serious about their Health.”

“What a rude person.”

“They asked so many questions.”

“They think they know their mouth.”

“They sound like trouble.”

“They just won’t listen to what is best.”

Usually these comments are made after only a short time on the phone. And often before we get to know the caller.

shutterstock_156593849

How do we get to know the caller and really find out what they need?

We ask questions.

We find out and listen to them.

Once you actually listen you may now start to understand why the patient has asked for the price or thinks they know what they need or was a bit rude and abrupt.

Don’t be quick to pre-judge your callers.

You don’t know them.

They don’t know you.

Take the time with each call to find out about your caller.

When you take the time to find out about your caller you will find that they are much more likely to make an appointment with you.

Instead of hanging up and calling them names, stay on the phone, find out what they need and make an appointment for them.

IMG_0948 (2)

This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patients Phone Experience, and ultimately, improving your practice profitability.

Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.

For more information on how I can improve your practice profitability contact me, Jayne Bandy at  jayne@theDPE.com

08819 phone excellence mastery logo belly

Posted in Uncategorized | Leave a comment