One of the fastest ways to improve your bottom line is to fix your plastic surgery practice phones.
I oftentimes consult with plastic surgeons who have one or several receptionists handling their cosmetic practice calls. Usually, one of these receptionists is excellent and the others are ok but need help because they are losing callers.
No matter how many times you tell them what to say, they will often say something random and lose the caller.
Or you hear them say something like this: “We don’t have any openings this Friday”…and then click! They hang up!
If they were properly trained, they would offer another Friday or suggest the caller be added to your wait list. Then ask for the caller’s cell phone in case there were any last-minute openings.
But instead, they didn’t get the caller’s information so they are lost forever.
Remember, all of your marketing strategies are for naught and new patients are NEVER going to meet you if your receptionist can’t successfully convert these callers into appointments.
Frankly, your receptionist may be unknowingly sabotaging your best practice promotional efforts, as well as your word-of-mouth referrals, simply because they don’t have the skill they need to promote YOU professionally.
Every call into your practice not only affects your bottom line; but it also enhances or destroys your image. Your staff can represent you as a true professional or not – but the choice is up to you.
During my staff training sessions, I often hear, “But I don’t know what to say when the patient says that.” Or, “What else could I have said that would have made a difference?” My answer is – plenty!
Prepare your receptionist for success.
