advantages of using external consultants

Why This Health Business Owner Should Never Answer the Phone

I am always speaking to health business owners and users of health businesses about their personal experiences and I could not help but share this classic “Owner Disaster” with you.
A friend of mine recently called an allied health business to double check an appointment time – and the conversation went something like this:

Caller:  “Hi it’s Sue Smith here – i just wanted to double check my appointment time for next Wednesday with Mary”.
Clinic : (short of breath and obviously flustered) “OK – let me check …….. I can’t see any appointment there in your name – (sound of shuffling paper and grumbling) – I am the practice owner and my admin girl has just ducked out for a second – look I can’t see your name in the book so just call back if you need to make an appointment”.
End of call
Now this would be comical if it was a comedy skit and meant to be funny – but this is a real conversation from a current health business.
Scary don’t you think.
Now before you get on your high horse and slam this struggling health business owner – take a good look at exactly what is happening in your business each and every time the phone rings.
I always had great pride in my clinic systems and phone scripts – however I once rang my clinic and one of my therapists picked up the phone and said:
So it can happen to the best of us.
However there are a few lessons here for us all.
Firstly – appreciate that every single time the phone rings is an opportunity to create a great impression, help someone and build your business – never forget the power of the telephone.
Secondly – never leave it to a caller to ring you back – take their details and make sure their call is returned promptly.
Thirdly – as the owner of the business – you set the tone of the business – if you come across as slack and uninformed – the caller will think this is how your whole business is operated.
Fourthly – if you are no able to take the call and do a good job of it –  then you are better off leaving it to the message bank service – assuming the call will be returned and they actually leave a message – but this may be a risk worth taking if you are going to treat your caller poorly.
I suggest all health business owners regularly make dummy calls to your own clinic just to check that the systems are being followed and calls are being attended to correctly – this is an essential part of your marketing and system management procedures.
I hope this help you in your health business.
One Minute Practice Update
If you have not yet checked out my new health business tracking and team monitoring portal – One Minute Practice – then make sure you take a look.
This totally cloud based system allows health business owners to ensure all internal systems are being done, your P and L is easily available, your team KPI’s are on track, and your admin team are completing their daily, weekly and monthly tasks.
There is a sensational “Half Price Setup” offer currently available as well as the lowest possible membership rates.
Find out more by watching some of the videos that take you inside this incredible program by going to: