ASK CATHERINE

THIS WEEK’S QUESTION: PLASTIC SURGERY RECEPTIONIST PHONE SKILLS: DOES SHE HAVE THE TRAINING TO CONVERT CALLERS?

Pricey Catherine,

I can hear my receptionist on the telephone, and I cringe at her telephone abilities. Irrespective of what number of occasions I inform her what to say, she is going to usually say one thing random and loses the caller.

Simply in the present day, I heard her say, “No, we don’t do this,” and she or he hung up on the caller. Once I requested her which process the caller was asking about, she informed me….

…..”The caller wished one thing referred to as [brand name skin tightening device,] and I informed her we don’t do this.”

So I needed to clarify to my receptionist we don’t provide that specific title model as a result of we discovered one thing that works even higher, and THAT’S what she ought to have informed the caller.

That one mistake prices us $4,500. Any solutions for fixing my telephones? Dr. T

Catherine’s Reply:

Pricey Dr. T,

Your query is an efficient one. Each follow has skilled “dangerous telephones” that value them sufferers and 1000’s of {dollars} in misplaced revenues.

THE COST OF BAD PLASTIC SURGERY RECEPTIONIST PHONE SKILLS

Let’s do the mathematics: In case your receptionist loses that $4,500 caller simply 1x/week, that provides as much as $234,000 per yr! Wow!

The answer to Repair Your Telephones is straightforward however not straightforward.

Right here’s what it takes to get your telephones so as:

1. Get the proper particular person in that place
   

2. Give them the telephone abilities coaching and instruments your receptionist must characterize you and your follow professionally
   

3. Maintain them accountable, in order that they constantly carry out effectively for you and BOOK Appointment
   

That’s the way you put together your receptionist to deal with affected person inquiries successfully and refill your schedule.

In any other case, your new sufferers aren’t ever going to fulfill you in case your receptionist can’t efficiently convert these callers into appointments.

Frankly, your receptionist could also be unknowingly sabotaging your greatest follow promotional efforts just because they don’t have the receptionist

telephone abilities coaching and instruments they want.

TEST YOUR PLASTIC SURGERY RECEPTIONIST PHONE SKILLS

Take into consideration how YOU really feel if you name a enterprise. And your name is dealt with poorly. Actually, that’s not the way in which the proprietor would need you to be handled. Nicely, it’s the identical in your follow. Most medical doctors don’t imagine this occurs of their workplace – till they hear it for themselves.

I guarantee you, in my consulting work, I’ve referred to as a whole lot of practices and have been amazed at what I’ve heard on the opposite finish of the telephone.

Somewhat than me belaboring the purpose – take a look at it for your self.

Name your workplace as any potential affected person would, after which inform me what you assume.

Each name impacts your backside line, and both enhances your picture or destroys it. Your workers can characterize you as a real skilled or not – however the selection is as much as you.

Throughout my workers coaching classes, I usually hear, “However, I don’t know what to say when the affected person says that.” Or, “What else may I’ve stated that will have made a distinction?” My reply is – a lot!

Put together your receptionist for fulfillment. Equip them with efficient responses, phrases, and questions to assist them not solely bond with and educate your sufferers however really shut.

With the proper phrases to say, your workers can be so comfy with the method and so ready that they’ll sit up for telephone calls and affected person interactions as a result of they’re assured, skilled, and able to shut!

Are YOUR telephones arrange for fulfillment or sabotage?

How have YOU tackled YOUR OWN telephone frustrations?

If you realize or suspect your telephones usually are not being dealt with professionally, it’s a straightforward repair, so get your receptionist the telephone abilities she must characterize you professionally.