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Lost Patient Reactivation Script For Front Desk Phone Training

Posted by Rick Lau on Jun 9, 2021 5:00:00 AM

Steal These Two Proven Lost Patient Reactivation Scripts To Win Back Patients You Can't Afford to Lose Tomorrow!

Fact: the average outpatient Physical Therapy practice loses about $250,000 of revenue per year as a result of patients not completing their plan of care according to WebPT.

Similar for Chiropractors too.

When was the last time you spent any time thinking about fall offs? If you're like most clinic owners, not very often.

In the beginning, I was the same. I would spend all my time focusing on bringing in new patients. At one point, I was spending over $65,000 a month on Facebook and Google ads. 

It wasn’t until I could barely make payroll that I realized what a costly mistake that was by not spending a little time calling back those fall offs with a simple reactivation script I’m about to share with you.

In fact, when I ran three 10 million dollar Chiropractor and Physiotherapy clinics, reactivation scripts were responsible for 15-25% of the revenue for each clinic... that would have otherwise been lost.

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Topics: Phone Scripts

What Phone Script to Say When Your Clinic's Schedule is COMPLETELY BOOKED

Posted by Rick Lau on Oct 26, 2020 10:04:20 AM

What to Say When Your Clinic Is Too Busy To Accept New Patients

No clinic owner likes to turn patients away. Not only does it feel like turning money away, it also means you don’t get to help that person get better, which is the main reason you chose this profession. But what can you say when a patient calls in and you have a three-week wait list? Are there phone scripts for how to handle that? 🤔

The good news is – Yes! There is something you can say in that situation, which we’ll get to in a moment. But first, you must recognize the fact that having a three-week waiting list is itself a sign of a much bigger problem at your clinic. Paul Wright explained why in a recent episode of New Patient Secrets.

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Topics: Phone Scripts

How to Win Back Lost Patients Using Phone Scripts (Without Feeling Salesy) and Call Tracking for Dentists, Physical Therapists, and Chiropractors

Posted by Rick Lau on Jan 8, 2020 5:00:00 AM

Learn the Easiest Way to Boost Your Clinic’s Revenue by Thousands per Month

Which of these is easier: 

A:  Win back a lost patient who didn’t book an appointment in their first call

B:  Win new patients using online or doctor marketing

If you’ve been running a dental, chiropractic, or physical therapy clinic for any amount of time, you should know the answer is A.

A potential patient who has already called you is a far more promising lead than people who have never heard of you and still need to be reached with marketing. 

Yet, even though we all know this, most clinic owners devote far more energy to their marketing than they do to winning back lost patients. 

Today, you’re going to learn how to boost your clinic revenue in the easiest possible way – by winning back lost new patients using specific phone scripts (without feeling salesy) and call tracking strategies.

You can also learn more about call recording and what you can do with call recording.

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Topics: Phone Scripts

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

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

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 phone scripts 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 

Call recording will help your front desk to improve their initial and follow-up communications with patients.

Check out this video and learn how to Get Your Front Desk to Sell WITHOUT Being Salesy:

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Topics: Phone Scripts

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