Why the Mishandling of Phone Shoppers is Costing You a Fortune
How is your staff handling phone calls? You’ll never know until you investigate. Listen for yourself, or have a friend “mystery shop” your office posing as a patient to see what your staff is doing well and where they can improve. Is your staff:
- Asking for the caller’s name and using the name throughout the call?
- Introducing themselves by name?
- Asking patients open-ended questions and carefully listening to the answers?
- Overcoming patients’ objections?
- Tracking the source of the patient inquiry?
Many practices make the mistake of having the wrong person on the phone. The “right” person is one who has a pleasant voice, who understands the practice inside and out and who truly enjoys people. You want to build relationships with patients and potential patients, and this is the best time to start. You may not get a second chance.
Practice Builders experts can “mystery shop” your practice for you once a month for six months, and provide you with full reports. To find out more, call 800.679.1262.