So, You Have A Lead, Now What?
Author: Izzy Dalrymple
You’ve been marketing your practice, perhaps through social media, PPC, or traditional media and it’s paying off. Leads are coming in. Form fills, phone calls, and even texts, but you are struggling to take the patient from a lead to an appointment. Why does this happen?
There are many reasons that booking a patient can be a struggle, but one of the most common obstacles lies in customer service. Customer service seems so simple, yet it is an art that is lost in today’s world of fact paced, push forward, and don’t slow down mentality. Think of the last person you interacted with at a restaurant, grocery store, or even your recent doctor’s appointment. Was it outstanding? Did you feel seen? Did you walk away from the experience feeling satisfied and with a smile on your face? While that does happen, it is rare.
What Are The Most Important Factors In Great Customer Service?
Of course, every person you deal with will be different, but by using some basic principals of customer service and phone etiquette plus managing client expectations, securing an appointment will be much easier.
First, this seems obvious, but ask for and use the name of the person you are speaking to. Directly addressing them will help in them understanding that you are invested in why they are contacting you.
Second, actively listen and respond to the patient with direct and clear answers throughout the conversation. Make sure you are hearing their specific concerts or requests. Pinpointing their concern and addressing it promptly will help lead to the desired result.
Third, be upbeat, try smiling while you talk. It might seem awkward, but it will resonate in your voice. People tend to let their guard down when they find the person they are speaking with is friendly and non-combative.
Fourth, if you are talking to a patient via phone, don’t keep them waiting. Nobody likes waiting. Not on a checkout line, not in traffic and certainly not on the phone. Answer the phone within 2 – 3 rings and try not to put the caller on hold unless you must, and then return as quickly as possible with an apology for the delay.
Fifth and lastly, be empathetic and genuine when handling any concerns. Everyone likes to be understood and patients are typically nervous or apprehensive in the first place, so being kind and understanding will go a long way.
Finally, treat each patient facing opportunity like gold. The only thing standing between you and a successful interaction is yourself. Be knowledgeable, genuine, upbeat, understanding, and basically everything you would want if you were interacting with a service provider. Start each day with a positive attitude and enjoy great results. Can you make everyone happy? Of course not, but the majority will do just fine!
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