On my latest family holiday it became obvious to me in the world of delivering excellent customer service that having procedures and steps is definitely the way to go.
Without clear steps in your business, chaos and disorder begins. When this happens, customer service cannot be achieved as efficiently as it should.
Having clearly defined steps when answering the phone in your Office is so important in achieving Excellent Customer Service.
Without proper steps the phone call can become confused and appointments will not be made.
How many phone calls seem to go nowhere in your Office?
When the call comes in your mission is to follow specific steps to make an appointment for the caller.
Does your Office have these steps in place?
If you don’t then it is time to define the steps you need for your office to ensure more appointments are being made.
In my previous blogs I have covered a number of Phone Answering Skills that every Office needs to be working on all the time if they want to run a successful business and help their patients.
The easiest and most effective way to start developing great Phone Answering is to evaluate the calls coming in right now and the number of appointments being made.
You will be surprised how many callers do not make appointments.
The next step is to have clear simple questions ready to ask your caller.
Be ready with the right questions so you are able to make them an appointment.
What a difference it will make if the whole team know the right questions to ask.
More calls will be converted to appointments and patients will return. This is what all Medical Offices need.
I always find it so sad to see the true potential of a Medical Office not being achieved. The Front Office Phone Answering can be a real failure.
I have seen Offices running around trying to fix things but overlooking the people answering the phones.
Have a good look at your front office and how calls are being handled. If you don’t already have steps in place when answering calls, start to develop them today.
It is not that hard!
The Front office will love having clear steps when answering calls.
I know this works. I have been part of these steps myself!
When your Front Office have clear steps to follow you will quickly see an improvement in your Patient numbers and Patient retention.
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