As an International dental Business coach and
trainer I help practice owners recognise and transform unseen debilitating and
cultures.
How
much time and money are you spending on attracting patients to your practice?
Take a moment and mentally tally how much
do you spend on your website, PPC, newsletters. Direct mail, radio ads etc? is
it hundreds or thousands each month? What does that add up to in a year, or
even in a life time?
How much is your receptionist driving away
by how she answers the phone?
How much money are your clinicians allowing
walk out the door?
You may want to run a report on your
patient software system to put a value on the incomplete treatment plans that
are outstanding what is the value?
Do you know what the life time value is of
a new patient is? How many new patient
prospects are converted to an active patient and how many don’t book an
appointment.
Are you investing in attracting new
patients for them to be driven away by the first point of contact with the
practice?
Research clearly shows that your patients
will recommend new patients, stay with you longer and buy more treatment with
you if they feel an emotional connection with the practice and your team rather
than being functionally satisfied or dissatisfied with your service. What
difference would this make to your bottom line? I dare you to put a figure on
it.
You don’t get a second chance to make a
first impression.
Your receptionist is the most important
person in the link for converting a prospect to a client, how well are they
doing?
This morning a client asked me to listen to
a recording of an incoming call, because he wanted some advice on how to improve
the telephony skills of their reception team .and how to give the feedback.
What was clear was that he knew something was not right and he didn’t know
what. The receptionist had very
competently made the patient an appointment and something was still lacking.
The receptionist had functionally satisfied
the patient’s request and there was no emotional connection., when I pointed
this out he replied, “I couldn't put my finger on what is not quite right with
phone call. You nailed it with the fact that she was not emotionally connected.
Thank you”
Having
identified what was wrong we then set about how it could be transformed using
my unique BLT feedback formula and developing a telephone audit tool.
“Thank
you so much for your feedback. I like the idea of the audit. Those criteria are
perfect”
If
you would like me to listen to your practice telephone calls, and show you how to enable your reception team to emotionally connect
with your patient’s, so that your referral rates, retention rates and treatment
plan uptake all increase. Call me on 07989 757 884 today
For a free on-line practice health check click here for your Brilliant Practice Evaluation BPE
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