A common issue in many health businesses – particularly those with a high profile, ultra experienced owner.
In our mentor session we looked at the scripts his admin team were using when a client called and wanted to make an appointment with the practice owner.
On closer analysis there was one word the admin team were using – which was effectively KILLING the chance of the caller booking in to see another therapist.
The word – which you should BAN your admin team from using is:
That’s right, when the caller was trying to make an appoint with the owner his admin team were saying:
“Brian is fully booked for the next 4 weeks however you can see one if his assistants this afternoon – would you like me to book that session for you?”.
I am sure you can see the problem here.
The word “assistant” implies a lower level of quality, care or expertise and is guaranteed to instantly turn away any potential clients.
We then worked on a better script and replaced the previous script with:
“Brian is fully booked for the next 4 weeks however I may be able to get you in to see another of our highly trained professionals this afternoon – what have you done?“.
If the client is still reluctant your admin team – once finding out what the clients problem is can follow up with something like:
“Sally is excellent with Knee issues like yours – she is actually the main trainer of our team on knee problems and if you leave this issue for 4 weeks to wait for Brian – it will be much harder to fix. How is 2pm this afternoon?.
Now I know there are some of you out there who may feel this is too pushy – however if you deliver great care and you know Sally is an excellent practitioner – I believe you have a moral obligation to book that client in asap and not wait for 4 weeks to see Brian.
The words you use are vital in every interaction – so they need to be practiced, analyzed and tested – over and over again.
Take the time to listen to your front desk conversations and see what errors you can discover and correct.
This can save you thousands – but also allow you to help more people get the best possible outcome.
Want to Know More Front Desk Mistakes That Cost You Over $1000 a Week?
If you want to know more front desk mistakes make sure you check out this special “Post Summit” online learning event – with NO OPT IN Required – just click and watch – titled:
However – as part of the Post Summit Offer – if you use the code SUMMITVIP you will get an even better deal – but ONLY if you use the SUMMITVIP code before Midnight THIS Thursday March 14th, 2019 Sydney Time.
Here is the link to the FREE ONLINE Training – “Ten Front Desk Mistakes That Cost You Over $1000 a Week – What all Health Business Owners Must Know” – you may need to also click on the training screen once the image comes up to start the presentation – enjoy.
As part of the World Physiotherapy and Physical Therapy Business Success Summit – and in recognition of the importance of your admin team to the success of your health business – we are making a very special “Post Summit” offer on our done for you “Ultimate Front Desk Training System“.
If you order the pack BEFORE Midnight THIS Thursday March 14th – 2019 – Sydney Time and use the code SUMMITVIP at the checkout you will instantly SAVE $300 on the regular price of this incredible training package.
In the pack there is also a full section covering all essential scripts, re-booking systems and cancellation reduction protocols – guaranteed to increase admin team performance.
I hope this helps you in your health business.