For a New Patient Call, you need to ALWAYS make sure the reason for that patient to keep their first appointment is greater after they finish the call than it was before they first called your office.
A New Patient often calls for the following reasons…..
- They have an Emergency
- They are concerned about something or
- They are not happy with an aspect of their health.
The person calling on the phone always has a reason for calling your office.
That reason may be very urgent or it may not.
They often start the call with a question about what they need to know.
More than often it is the only question they can think to ask.
During the New Patient Call, the caller’s initial concerns need to be increased to the point where there is urgency created, and an immediate need for them to make an appointment with your office.
And no other office will do….
The conversation should result in the caller being concerned that something bad, painful and possibly irreversible may happen if they do not come in to see your Doctor as soon as possible.
Without the building of concern and urgency the caller will end the call and doubt their need for Treatment and care.
Without this urgency, the New Patient often makes an appointment and then calls back to cancel their appointment.
Answering the caller’s questions with other questions will create concern in their mind and will get the caller thinking.
You really only have one opportunity to help the caller. It is your duty to make an appointment for them during this first call.
Don’t blow it!
Have a list of great questions ready beside you to increase the caller’s concern and urgency.
You want the caller to start to think about things they have not been thinking about. This will immediately create greater curiosity and concern in their mind.
As a result, the caller will have a greater desire to see the Doctor sooner.
The caller is now ready for the appointment and more likely to keep their appointment.
Most Medical Practices will not be asking callers the right questions on the phone.
If your Practice asks the right questions on the phone, then straight away the caller will believe you know more and are more likely to be able to help them.
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