I was talking this week to two doctors about their front office and how they believed their front office was going when it comes to answering the phone.
Their answers to my questions were each very different.
One doctor said he believed that his front office team was not saying the right things over the phone.
And the other doctor said he had a great team on the front desk and they had been at his Practice for a long time.
Which got me thinking.
Was the difference in their responses to my question because one doctor had an awful front office team not saying the right things when they answered the phone and the other doctor had a brilliant efficient team answering the phone?
Only the doctor who had listened to the calls being taken believed his team could be answering the phones much better.
The other doctor had not ever listened. He believed his team had it all under control.
How did he really know?
My next question to both of these doctors confirmed everything.
“Does your front office record the number of New Patient Calls and how many of those callers make appointments?”
Both doctors said they did not measure their calls.
They had no idea!
That’s because the doctor is busy with patients all day.
How can they sit and listen to the front office answering calls to see if they are saying all the right things to the caller?
They really can’t….
Having these numbers is a measure of the conversion of these calls into appointments.
Having these numbers lets you know how well the calls are going.
Having these numbers enables you to decide if your front office really does need help.
After talking to the two doctor it made me wonder how many Practices out there really have NO idea what their conversion rate is on calls and why the caller is not making an appointment.
Does the caller not really want an appointment?
Does the caller only want to know the price?
Does the caller only want to know more about their dental problem?
Or is it that the person answering the phone doesn’t know what to say or ask to help the caller make the appointment?
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