We always want to be able to talk to our patients when we call them but as we all know in this busy world of ours…..it is NOT always the case.
Leaving your patient a message can be daunting.
What do you say?
Do you say this? Or that?
Do you want them to call you back or do you keep calling them until you drive them crazy?
Your Front Office needs to be able to leave a great message for your patients.
You need a message that will create curiosity and has a call to action for the patient to call you back straight away.
Now when your patient calls you back you have control of the call and they will want you to help them.
Never leave a message with no call to action.
If you leave a message that you have called with no reason, your patient will often not call back.
Leave a message that gets your patient thinking.
For a patient who has no scheduled appointment for their treatment that has been planned for them, leave a message “regarding their appointment”.
When they call you back letting you know that they have no appointment, you can then let them that you are aware they have no appointment and you need to make one for them.
This is a great way to get your patient’s attention and make them an appointment.
The message you leave for your patient will have 2 outcomes:
- Your patient will ignore it and not call back
- Your patient will call back
Do you know which messages your Front Office team are leaving for your patients?
The messages need to be carefully thought out and the best words chosen for the right outcome.
One message that is very important to get right is on the Confirmation Call.
Think about the outcome you want.
You need to let your patient know you are looking forward to seeing them at their appointment. At no point in the message do you want the patient to think you are checking to see if they are still coming to their appointment.
You believe when you leave your message that you know they are coming in for their appointment and they will be on time.
Be careful not to leave a message that sends the message it is ok to cancel the appointment.
You words on the message can be sending your patients the wrong message.
Your Front Office team could actually be helping your patients make cancellation calls.
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