When New Patients call your Practice what do you say to them to set you apart from the other Offices they may have already called?
What do you think happens when the New Patient calls your Practice and is told the same generic information they only just heard on their last call?
When the calls come in, your Office needs to ask or let the caller know something they did not know or thought about before.
There are a number of ways to do this.
After speaking to a number of Practices over the years, the point of difference between one office and another can be as simple as one or two questions to create curiosity and concern in the caller’s mind.
“How long have you had this discomfort?”
“Have you had this before and then it went away?”
“Does it wake you up at night?” (even if it hasn’t, the caller will now begin to think this could actually happen. Often it does.)
Most offices answer the phone in a pleasant and kind manner. It would be nice to think this is a point of difference but it really isn’t.
Simply listening to the needs of the caller can also be a big point of difference.
Listening and finding out is really the only way to provide the best advise to then make the correct appointment for the caller. You don’t want to waste the patient’s time and the doctor’s time by booking in the wrong appointment.
Most Offices will talk to the caller with generic questions and answers that don’t let the caller know anything different.
If your Office can start the caller thinking differently about their medical concern then you will send the message to the caller that your Office has more expertise and you really know what you are doing.
This is ultimately what you want.
Giving expert advice creates trust and confidence, which will make it very likely the caller will book an appointment with your Office, and not the office they previously called or the next office they were going to call.
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