Does your receptionist need phone skills?
The answer is yes when you can hear your receptionist on the phones and you cringe. Because no matter how many times you tell her what to say, she will often say something random and lose the caller.
For example, you hear her say, “No, we don’t do that.” and she hangs up on the caller.
When you ask her which procedure the caller was asking about, she tells you the caller wanted something called [brand name skin tightening device] and she told them we don’t do that.”
So you have to explain to your receptionist you don’t offer that particular name brand because you found something that works even better and THAT’S what she should have told the caller.
That one mistake costs us $4,500 so, YES, your receptionist needs phone skills before she loses even more callers.
Bad Practice Phones Cost A Lot
Every practice has experienced “bad phones” that are costing them patients and thousands of dollars in lost revenues.
Let’s do the math: If your receptionist loses that $4,500 caller just 1x/week, that adds up to $234,000 per year! Wow!
The solution to Fix Your Phones is simple but not easy. Here’s what it takes to get your phones in order:
- Get the right person in that position
- Give them the training and tools they need to represent you and your practice professionally
- Hold them accountable so they consistently perform well for you and BOOK Appointments