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How to Put a Caller OnHold Without Losing New Patients

Posted by Rick Lau on Aug 29, 2017 9:34:48 AM

Let me start by asking you a question: Do you like being put on hold?

Likely the answer is no. Because let’s face it, none of us do!

So… have you stopped to question HOW your clinic is putting patients on hold?

Chances are you haven’t.

That means you’re probably making the mistake most other clinic’s make.

When a caller rings, you (or your front desk) put a caller on hold by saying:

“Hello, this is ABC Clinic, please hold.”

So what’s wrong with this, you ask?

The answer is: everything is wrong with it!

There’s no consideration for the person on the other end, you haven’t used the most basic of customer service principles, and you’ve forgotten one major priority: the new patient caller.

If you are currently using the above script to place patients on hold, as a consequence, a large percentage of those callers will hang up and ring your competitor, especially new patients.

For real! At CallHero, we analyze a lot of phone calls  and our phone call analytics shows that, if put on hold, more than 50% of callers will hang up within the first 3 minutes.

More than 50% - that’s a lot of callers!

The good news is there is an effective way to put callers on hold so you don’t lose them.

Let’s dig into that now and I’ll also give you the exact script I use with the clinic's I mentor. 

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Topics: Phone Scripts

How to Measure Patient Happiness Using Net Promoter Score

Posted by Rick Lau on Aug 10, 2017 7:00:00 AM

Happy satisfied patients. That’s what any clinic owner wants.

But, do you actually know how happy and satisfied your patients really are?

It wouldn’t come as a surprise if you said: “I think my patients are happy but I haven’t measured it.”

What you measure you can manage. Not only that, when you measure, you can use the results to fix problems and drive better clinical performance.  

Thankfully, there is a great tool for measuring patient happiness: The Net Promoter Score, otherwise known as NPS.

NPS can be used to measure overall patient satisfaction. It can be used to identify unhappy customers at each point of the patient journey. It can also be used to identify your biggest fans so you can ask them for referrals or google reviews.

The data you collect from NPS is essential to running an optimized practice.

In this post, you’ll learn:

  • How to use the NPS to boost your clinical operations
  • How to calculate your Net Promoter Score
  • What does the NPS score mean
  • The NPS template I use for my private clients
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Topics: Marketing

What to say to get a patient to pre book with you? (even if you haven't seen them yet)

Posted by Rick Lau on Jul 6, 2017 4:00:00 AM

In a sold out business summit I recently ran with over 118 clinic owners in attendance, one of the big factors we talked about was patient discharge.  And on the flip side, better patient engagement.

So let me ask you, does this sound like a familiar situation?

You seem to be getting a good number of new patients but the challenge is you finish the first appointment and YOU WANT THEM  to book the next couple of appointments in advance.

Or better yet, you schedule their entire plan of care so they make it through the entire treatment plan to a full recovery. But...the reality is this rarely seems to happen.

The patient gets to the front desk and says, “Ben wants me to book more appointments.”

The front desk replies, “Ben’s schedule is pretty wide open, what time works best for you?”

Instead of locking down a time, the patient responds, “Actually, let me just check my schedule and call you back later.”

Your front desk simply replies, “Okay" and the patient walks out the door — and they never call. Or, at least, it might take them a while to get to it.

Sure, they had every intention of calling back straight away but they got super busy and life got in the way - everything else seemed like a greater priority. While they may come in intermittently for a few more appointments, they aren’t fully committed to the treatment plan and end up self discharging.

This is really bad news for you and your business. That’s why we’re going to talk about how to fix it — to the point where you can pre-book a patient's appointments BEFORE they have even seen you for their first appointment. Sound impossible?

With the following strategies, you can boost your business by guilding and driving your patients to the end of their treatment plans.

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Topics: Phone Scripts

Get More New Patients: Measure and pay your front desk on performance

Posted by Rick Lau on May 23, 2017 7:00:00 AM

Big, hairy, audacious goals - the type of goals that separate great companies from the rest.

These types of goals can be a little scary, even for the most experienced business leaders. But they are the type of goals that make your business 10 times more successful.

What I am about to share with you here may seem like a big, hairy, audacious goal — nurturing the career of your front desk team and rewarding them with bonuses or experiences.  

Okay, I can hear you already… you’re thinking:

Every year your front desk team asks for a performance review and a raise and you give them the raise without really doing a proper performance review.

You know if you don't, they’ll quit and then you’ll have to retrain another person all over again, which is going to cost you even more (in both money and time). Unfortunately, most front desk positions turnover every 2 or 3 years, so you’re always thinking — the longer you can hang onto them the better.

But, it doesn’t have to be that way...

That’s exactly why I’m going to challenge you to take on the big, hairy, audacious goal of nurturing the career of your front desk team and rewarding them with bonuses.

I’m going to show you:

  • Why looking at your front desk team from a totally different perspective will instantly change the outcomes of your business
  • How to measure front desk performance on a daily and weekly basis for rapid business transformation
  • How to set definable, achievable goals that yield results
  • How to give front desk staff a real stake in the outcome of your goals so you gain and maintain their commitment
  • How to calculate the bonuses and rewards you intend to offer so you don’t break the bank

Once you know all this, you won’t lose your front desk team members, ever.

Are you ready to take on the audacious challenge?

Let’s dive in...

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Topics: Hiring & Firing

Front Desk Training: 5 Powerful Phrases You Need To Use More Often

Posted by Rick Lau on May 9, 2017 7:00:00 AM

Mary Jane, otherwise known as The Phone Lady, has worked with over 400 clients training over 10,000 individuals how to communicate more effectively on the telephone.

As soon as you get a chance, I'd recommend you watch the recent webinar we had with The Phone Lady covering: How to Get More Patients by Fixing Your Call Performance.

Recently Mary Jane and I caught up for a phone chat about some of the simple phrases people can use to get more out of their conversations.

One thing we know is: Call performance is an underestimated skill.

But when it comes to call performance, the words that are spoken can literally make or break your business. Think about it.

Your front desk only has to say the wrong thing and you'll never see those patients again. This goes for new patient callers or dealing with existing client appointments, issues and problems.

All this can add up to big fat mistakes that close down the channels of communication. Not to mention, they cost you time and money. And these mistakes not only affect you but leave these patients upset that their problems weren't solved, which isn't so great for your reputation either.

While everyone is far from perfect, there are a number of phases to keep in mind that can rescue you should things go bad. And often, all it takes are some simple words to clearly express yourself, inspire conversation and build effective relationships.

Today's post will cover:

  • 5 powerful phrases you need to include in your front desk phone training
  • How to build relationships with patient callers over the phone
  • Plus get instant access to the phone training webinar by The Phone Lady 
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Topics: Phone Scripts

Change Management: How to get your team to 'Buy-In' with new changes and sustain them permanently

Posted by Sanjeev Bhatia on Mar 7, 2017 5:00:00 AM

In my 10 year career being at the forefront of running and growing one of the largest network of rehab clinics in Canada, I’ve worked with hundreds of therapists, front desk staff, managers, cross functional teams, and executives.

Regardless of the roles I was working with, “buy-in” from staff is the key to making permanent change in the business. The success of any cost saving or revenue growth strategy hinges on one key attribute, the ability to execute with your teams.

Yet, quite often I speak to clinic owners that are very clear on the strategy and tasks they want to implement but are challenged on how to speak to their staff about the upcoming change, get them to “buy-in”, adequately train them, start and keep it going, and ultimately, make the change long lasting.

The result for many is an initiative that starts but eventually stops, then starts and stops again, eventually ending in some type of workaround. If you can't get your team motivated to integrate the changes you intend to implement, your plans to grow your business end in dismal failure.

Of course, that's not what you want. 

That's why we're here to discuss how you can overcome these challenges and influence long lasting change in your business.

We'll cover:

  • How to determine your business priorities so you don't waste money and time
  • How to create an effective kick-off event when planning internal changes
  • 7 strategic tactics to ensure your team "buys-in" to what you want and sustains the changes

 

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Topics: Hiring & Firing

How to Get More New Patients Callers Using Google Reviews

Posted by Rick Lau on Jan 19, 2017 5:00:00 AM

When was the last time you bought something on Amazon?

Do you recall looking at the number of reviews it had?

Amazon is BIG on reviews for a reason. It provides social proof to buyers about the quality and satisfaction of the product.

Patients shop like Amazon consumers. They select healthcare the same way. Patients are looking for reviews and social signals to help them make the best choice about quality because they want the best service and they don’t want to waste their money.

The reality is, if you don't have more Google reviews and a higher score than your competitors, you’re losing a lot of business.  Before you waste any more money on physical therapy marketing, read my post. 

In this post, I’ll be sharing:

  • An example of an awesome clinic in Calgary to highlight the critical importance of Google reviews
  • A manual and an automated way to get MORE Google reviews. 
  • How getting Google reviews will boost your SEO

Let’s dive in...

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Topics: Marketing

Answer More Patient Calls: 9 Easy Tactics You Need To Start Now

Posted by Rick Lau on Sep 16, 2016 3:27:01 PM

One of the most frustrating problems I hear many physiotherapists and chiropractors complain about with healthcare marketing is, you seem to spend a lot of money on digital marketing but you don't see any boost in your new patient numbers.

You have a sneaky suspicion that it could have something to do with phone performance. Because when you’ve tried to test your front desk admin with an anonymous call, you realize, every time you call your clinic, you’re either put on hold or you get the busy signal. Not exactly the kind of performance you’d like.

It is incredibly important that the phone gets answered.

Why?

Because, according to Marchex Call DNA phone call analytics, 50% of callers will hang up if you put them on hold  for 0-3 minutes. And here at CallHero, we’ve identified that 52% of those customers whose calls weren’t answered the first time, won’t call again.

If you’re not answering calls as the number one priority, then you’re basically flushing your hard earned physiotherapy marketing dollars down the drain. And, that’s one clear reason your new patient numbers aren’t budging.

So, in this article, we’re going to go over 9 easy tactics you can implement right away to lift your answer rates.

Ready to dive in and boost your patient numbers starting today?

Let’s go.

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Topics: Phone Call Analytics

 

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