Have you ever been on the phone or even at a party and finally realised the person you are talking to has not had a chance to get a word in?
I am not glad that you have done this but I am so glad that you have realised.
When I visit businesses who use the phone as their daily business (like everyone does!), I will often stop and listen to how much talk is coming from the person on the phone.
What I have noticed is the person on the phone usually talks the whole time. Usually they only offer a handful of questions, which means the person on the other end only gets a couple of opportunities to speak.
Why does this happen?
What do we believe is the outcome of a call where the person on the other end of the phone has no opportunity to speak?
Someone once said to me that there is a reason we have two ears and only one mouth.
We should be listening twice as much as we are speaking.
And it’s the same in our business.
When you are on a call in your Practice do you talk more than you listen?
Are you really able to find out what you need to know about the caller when you do all the talking?
The answer is NO!
Too much talking or over explaining will lead to less appointments being made.
The person at a party doing all the listening is often seen to be a more interesting and engaging person.
Why do people think this?
After all they probably didn’t really find out much about the other person yet believe them to be very interesting.
This has always fascinated me.
Taking this vital piece of information back to your Practice is gold.
Many Practices give a generic script when they answer the phone, all about their practice and what the caller needs rather than actually asking the caller what they need.
Are you asking specific, individual, meaningful questions when a person calls your Practice?
It does take some practice to master this art of conversation when you answer the phone.
Not everyone can automatically do this but once you know what to ask and say on the phone, it makes a huge difference in the number of appointments made and the number of appointments kept!
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