With the new “Ultimate Front Desk” training seminar firmly in my thoughts – I can’t help but raise one of my old time pet hates at front desk.
This all time classic “front desk disaster script” is still incredibly common – even in sharp health businesses who should know better and stamped it out ages ago.
This script relates specifically to what the admin team say when the client returns to the front desk at the end of their treatment session.
I am sure you know the script I am about to blow up about – so here goes:
“Are you re-booking?”
These simple few words – still used in many health businesses across all areas – continue to be the single most expensive phrase your front desk team use.
Since when does the patient decide when they are coming back to see the health professional?
Is that not why the patient came to see you and your team in the first place – so you could diagnose the problem and outline the optimal recovery plan?
So how does it come to be – that the patient is now deciding the plan?
It just does not make sense.
I was in the waiting room of a seemingly well run allied health clinic last week – and in the space of 15 minutes – 4 patients came to the front desk after their appointments and were asked this very question.
“Are you re-booking?”
Of these 4 clients – 2 did book a follow up appointment – but were unsure of exactly when they were meant to return – so they just picked a day for later the next week – at the prompting of the admin person.
And 2 just said “No” – so nothing else was said.
I am sure the owners of this business would be absolutely staggered at how much money these few words are costing them each and every year.
But even worse than that.
What about the poor client outcomes brought about by not booking follow up appointments at the right time to allow full recovery.
This is just plain poor patient care.
So what is the alternative?
Well for a start – do what I did at my health businesses:
Ban the admin team from asking that question – full stop.
Then make the following mandate:
“No patient is to return to the front desk to arrange their follow up sessions without the therapist coming out with them – so they are able to verbally hand over the follow up booking plan to the admin team“.
This way the handover discussion regarding follow up bookings takes place between the health professional and the admin team – not between the admin team and the patient – who are both unqualified to make this decision.
Now for those professionals who say they are too busy to come to the front desk with each patient – the absolute least you can do is give the patient a small “booking slip” with the details of the actual future sessions required.
Then the admin teams job is to simply ask for the “booking slip” and make the required appointments.
I encourage all health business owners to quickly review their front desk re-booking procedures to ensure this area of your business is water tight and effective.
This simple modification can make and save you hundreds of thousands of dollars each year – do not let it slide.
If you are interested in how to increase the profits and productivity from your front desk team then make sure you register for my upcoming seminar:
“The Ultimate Front Desk – How to Maximize Profits and Productivity from Your Administration Team “.
This great event will cover all front desk duties – with special focus on scripting, call conversion, re-booking, time management and cancellation reduction.
Essentially the key areas that cost you money each and every day in your health business.
You can see full details of the course and register you and your team by going to the link below:
I encourage all health business owners to register themselves and their admin teams immediately.
From the quality of the content we will be presenting – this event will be – without doubt – the most productive and profitable single day in your business lives.
Special Multi-Seat Booking Rates
To assist you in registering your full admin team to this event – and attending yourself – you will see on the information page a special coupon code that reduces the per attendee rate when you book 2 or more seats on the one order.
You can see full details of this event and the multi-seat coupon codes at: