Many times when you answer the phone in a Medical Practice you lose sight of *WHY* the person calling has called you in the first place.
Remember, all you really need to do is these three things:
- Listen carefully
- Ask the right questions
- Make the Appointment
It’s that simple…. or is it?
You see, what often happens during the call is this:
You are asked one simple question, which you then believe gives you the OK to fire away into oblivion with masses of unasked for information.
This can often lead the caller to really just want to get off the phone as quick as possible.
So how do you avoid this?
How do you avoid turning into an information giver?
You answer the caller’s very first question with a question of your own.
When you do this, you are now able to begin the most effective call…..the call where you become an Active Listener where the caller is doing most of the talking.
The person doing the listening is actually in control of the call and this is what you want.
Remember, you want to use the first call as an opportunity to find out as much as you can about the caller; about their concerns as well as something personal about the caller themselves.
To do this, all you need to do is ask another question appropriate to what you have now found out about the caller and then be an Active Listener again.
Keep on doing this with questions leading them to the point where they feel you have listened and helped them. You are more likely now to have built trust and rapport with your caller simply by asking questions and listening rather than by throwing information at them.
Remember, they have called you to find out what they need to know, NOT what you know. Or what you think they should know about…
This blog will feature simple practical ideas that are easy to implement tomorrow in your Medical Office, impacting immediately on your Patients’ Experience and ultimately improving your practice profitability.
For more information on how I can improve your practice profitability contact me, Jayne Bandy at jayne@theDPE.com