How to Avoid Losing New Patient Revenue Over the Phone
Call it “lost phone call math.” It’s the biggest black hole of lost revenue in medical and dental
marketing today. The bigger and busier the office, the worse this problem can be. And most clinicians have only a vague idea of what is really happening on their phones when potential new patients or new referral sources call their office.
Lost phone call math can really add up.
Lost phone call math goes something like this: Let’s say you lose just one patient per day due to phone-skills problems among your staff. Let’s assume, for the sake of working with simple round numbers, that your average new patient is worth $1,000. At one lost patient per day, you are losing roughly $20,000 per month and $240,000 – nearly a quarter million dollars – every year!
Over the past 30 years, we’ve helped many practices (including at least a few new ones each month) with lost-new-patient revenue estimated (by the practitioner, not us) at over $1 million per year! In fact, our all-time record estimate for revenue lost due to phone-skills problems: $20 million dollars in one year! That practice had 75 offices nationwide and a "boiler room"-type phone-answering system where there were 50 warm bodies answering phones. Not one of the 50 was trained, scripted or incentivized to convert calls, and they were only barely supervised.
Shopped, trained, scripted and incentivized.
To help our clients avoid these catastrophic losses in revenue, we provide “mystery shopper” services (single calls and packages of calls), as well as training, phone scripting and ideas for effective incentive programs. These programs are based on what we know has worked for over 15,000 other practices all over the country.
Our mystery-shopper calls, performed by our own “professional patients” will reveal the weaknesses (and strengths) of the people who answer your phones. Our trainers can teach your staff how to answer the phones correctly and, more importantly, how to convert new callers into new patients. We also provide phone scripts you can use to help train new staff as you hire.
Call 800.679.1262 today and ask Practice Builders how we can help train your staff to capture all the new patient revenue that is rightfully yours for the taking...as long as you know how.
marketing today. The bigger and busier the office, the worse this problem can be. And most clinicians have only a vague idea of what is really happening on their phones when potential new patients or new referral sources call their office.
Lost phone call math can really add up.
Lost phone call math goes something like this: Let’s say you lose just one patient per day due to phone-skills problems among your staff. Let’s assume, for the sake of working with simple round numbers, that your average new patient is worth $1,000. At one lost patient per day, you are losing roughly $20,000 per month and $240,000 – nearly a quarter million dollars – every year!
Over the past 30 years, we’ve helped many practices (including at least a few new ones each month) with lost-new-patient revenue estimated (by the practitioner, not us) at over $1 million per year! In fact, our all-time record estimate for revenue lost due to phone-skills problems: $20 million dollars in one year! That practice had 75 offices nationwide and a "boiler room"-type phone-answering system where there were 50 warm bodies answering phones. Not one of the 50 was trained, scripted or incentivized to convert calls, and they were only barely supervised.
Shopped, trained, scripted and incentivized.
To help our clients avoid these catastrophic losses in revenue, we provide “mystery shopper” services (single calls and packages of calls), as well as training, phone scripting and ideas for effective incentive programs. These programs are based on what we know has worked for over 15,000 other practices all over the country.
Our mystery-shopper calls, performed by our own “professional patients” will reveal the weaknesses (and strengths) of the people who answer your phones. Our trainers can teach your staff how to answer the phones correctly and, more importantly, how to convert new callers into new patients. We also provide phone scripts you can use to help train new staff as you hire.
Call 800.679.1262 today and ask Practice Builders how we can help train your staff to capture all the new patient revenue that is rightfully yours for the taking...as long as you know how.
Click here to order your Mystery Shopping package