Jameson Blog
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Over the past year Jameson has provided a “mystery patient” service to our clients. In a nutshell, we call in as a prospective new patient and participate in a new patient call with the business administrator. Throughout the call we are evaluating the level of customer service, whether they are implementing communication skills taught to them by their Jameson coach and if they are gathering the appropriate information – and are able to lead that caller to the optimal end result – scheduling an appointment! We then give that information to the client’s coach and they are able to work on these areas with the team at the next consult.
Here are a few simple items that are more often than not missed in these calls: 1. Ask for the caller’s name. Sounds simple enough, right? You would be amazed at how few calls I finish end with the dental practice knowing my name! How can you move into the driver’s seat of the conversation if you never know the person you are speaking with on the phone? 2. Speak clearly, pleasantly and loud enough for the caller to hear you. I have often found it difficult to continue a conversation with a dental practice if I can’t understand what they are saying or if they sound less than thrilled to be having a conversation with me. Think of local stores, customer service lines, or businesses where you’ve had great customer care. Call and speak to them over the phone – take notes on what you liked about those call experiences and implement them into your practice’s telephone technique! Who says that healthcare providers can’t be just as customer service oriented as the next business? Sometimes it’s as simple as a clear, pleasant greeting! 3. Stay in control of the call! In a new patient call, there’s quite a bit of information you need to gather while also moving that patient to ultimately scheduling a new patient appointment with you. It is imperative that you answer that caller’s questions, but it is just as important that you stay on task and don’t lose control of the call. This way, the caller feels listened to, but you also are able to get that conversation to go where you need it to go – into the schedule! This is easier said than done, but can be accomplished with a little active listening and great communication skills! There you have it – three simple items that seem to wreak havoc on business teams throughout the land! Take the necessary steps to eliminate these problems and you will find more and more new patients walking through the door! If you want more help with this area of your practice, Jameson now offers a special program focused directly on telephone technique and the new patient experience called the Mystery Patient Program. Give us a call today to discuss scheduling this program for your practice: 877.369.5558. This is such a great program! It's interesting to consider the importance of these interactions and really work to make the most of them! It's more crucial NOW than EVER! I've heard Cathy say "7 out of 10 people determine whether or not to proceed as a patient in your practice by the way they're handled on the phone." So, these mystery patient calls could be the key that unlocks a practice's potential! Add CommentFill out the form below to add your own comments. |
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