It has often been
said that the first impression your prospective new patient has is from
their interaction with your staff on the telephone. Well with that
said, what happens when a new patient calls your office when it's
closed. Do they get a live person who receives and takes your
messages, do you have an answering machine or do you have a voicemail
system?
Whichever method you use, let me ask you, Is it time to upgrade your answering machine or recorded message?
Does your recorded message represent you well?
Is there static on your message?
Is your message full of "um's" and pauses?
Is there background noise?
Is the voice loud enough, clear enough and unrushed?
Do you offer alternative ways to get in touch with the doctor ie. pager?
Do you list your hours of operation?
When was the last time you listened to your message?
Most new patients (prospects) who are calling you are in pain or have a
health concern that they need help with. In some cases it has taken a
prospect a long time to build up the courage to call or they have
waited and now in their mind their problem is very very bad or
unbearable. In today's environment everyone wants things now, presto,
like yesterday man! That's why you need to make sure that your
recorded message or live script works!
Be sure to give a secondary telephone number for emergencies. I
realize that some doctors don't want to be called outside of the office
or dread having to take calls at night or on the weekends, but the
reality is, is that it rarely happens. People respect your time and
will not bother you at home or on the weekend unless it's a real
emergency for them. When you do return calls after hours you'd be
surprised how much you can help just by talking to them. This gives
you a chance to diffuse their concern, give them advice or schedule
them an appointment. Most people just want to know that you are
available for them and that you care, so don't let them down.
Do you want some examples of recorded messages? I thought you would!
Well here is my advice, call your competition and see what kind of
message they offer the public. Pick 3 or 4 local chiropractors,
physical therapists and even dental offices and take notes on their
recordings. Ok, I know that some readers may be thinking, well what if
they have caller I.D. I don't want my number coming up! No problem,
most telephone service companies have a caller I.D. block and in most
cases if you press *86 and then the telephone number your telephone
number will not show up on caller I.D. systems.
Take the time and listen to your message, do your "I spy" homework and
make the necessary changes and stop losing new patients and greatly
improve your image!