Have You Covered This In Your Patient Experience?
Giving your patients a World Class Patient Experience on the phone is only one part of your customer service. I recently stayed in a trendy and relatively upmarket hotel on the Gold Coast. The hotel environment had a definite point of difference with a more unusual...
Slow This Down To Make More Appointments
You may have heard someone say, “He was a fast talker.” This is really code for “you can’t trust him.” What is one of the most important things to do on the phone? The answer is to build rapport with the caller and gain their trust. Have a think. Are you a fast...
Which One Should You Do First?
There has been a lot of talk lately about the value of training teams to answer the phone when the phone in your office is not ringing. The good news is your phone is ringing but probably not as much as you would like. The amount of marketing you do right now is...
Do This And Your Patients Will Say “Yes”
I have read a lot lately on the philosophy behind giving patients control to make their own decisions. My experience when answering the phone and communicating with patients face-to-face is that many patients are afraid they are going to make the wrong decision. What...
