Do you call your Patients names behind their backs?
No, I don’t mean in a rude way. What I mean is you give them a name as to what type of patient you think they are before you really know them.
Let me explain.
Have you heard your Front Office Person hang up the phone and say:
“That person was a shopper.”
“They were not serious about their Health.”
“What a rude person.”
“They asked so many questions.”
“They think they know their mouth.”
“They sound like trouble.”
“They just won’t listen to what is best.”
Usually these comments are made after only a short time on the phone. And often before we get to know the caller.
How do we get to know the caller and really find out what they need?
We ask questions.
We find out and listen to them.
Once you actually listen you may now start to understand why the patient has asked for the price or thinks they know what they need or was a bit rude and abrupt.
Don’t be quick to pre-judge your callers.
You don’t know them.
They don’t know you.
Take the time with each call to find out about your caller.
When you take the time to find out about your caller you will find that they are much more likely to make an appointment with you.
Instead of hanging up and calling them names, stay on the phone, find out what they need and make an appointment for 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