More Front Desk Comments That are Costing You Thousands – Never Say This!
With my beady marketing brain totally engaged in everything related to front desk team performance and scripting – I almost fell out of my chair over what I heard whilst in the waiting room of a local health care provider last week.
I had one eye on the magazine I was reading – one eye on the clock as I hate my time being wasted – and both ears firmly focused on the dialogue and words in play at the front desk.
I am sure you have heard these comments used by the admin team in your business – but hopefully you stamped them out straight away.
The classic comments that really got me going were:
One: “So we don’t need another appointment do we?”
Now in fairness – I am not sure what the therapist told the admin person about the plan for this patient – however – I assume if the patient did not need another appointment – the script would have been more direct than that.
From my recent emails outlining the evils of the “Are You Re-Booking” script – I am sure you can see the problems this comment can cause and why the business owner needs to ensure this never happens again.
So what is the second disaster script?
Two : “We can make an appointment now or you can wait until you get your report and call us back then – it is up to you”.
At which point the patient said : “I will just call you when I get the report” – paid their bill and left – end of story.
You can see my frustration at this conversation.
Whilst I appreciate that the patient may need to have the diagnostic report before attending their next consult – there is no way I would want the patient left with the instruction for them to “call us when your report arrives to book your next session“.
I would prefer the admin person estimated that time it usually takes for a report to arrive -proceed to book the patient in at a suitable time – then ask the patient to call the clinic to move their appointment forward if the report happens to arrive earlier than expected.
If at all possible – never leave the responsibility of calling to book follow up appointments to the patient – this is a recipe for disaster.
We have all been there – as patients – we get busy – something comes up – we forget – the dog gets sick – etc etc – these things all get in our way and as a result we forget to call to book that follow up appointment.
Even though we know we should.
Do not make this mistake.
Your admin team MUST understand their job is to secure the follow up booking then and there.
Not just because it is great for the business – a good reason I know- but also because it is in the best interests of the patient.
We have a moral obligation as high quality health providers to make sure our patients attend their treatment sessions and have the best chance to get a great result.
Leaving the scheduling of appointments and getting the patient to call back to book these sessions – just leads to poor outcomes and a drop in your client results.
Learn from my examples – but start to become a “front desk detective”.
Listen intently to all front desk conversation and see where you can improve and modify them – to ensure a better outcome for everyone.
I hope you take my advice – because you will be amazed how much money is lost – and how many patients end up with poor outcomes – due to front desk disasters like these.
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 “.
Note – ONLY 15 Spots Remaining
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: