The Phone Consultation

In this week's episode, Jeff Richmond shares his insight on the topic, The Phone Consultation and how following a high standard for answering calls at your practice could improve the performance of your practice and continue to grow the number of consultations scheduled through calls.

Key Points

• Who is an Aesthetic Patient?
• They are not someone who needs a procedure, they are someone who wants a procedure
• Need vs Want
• An Aesthetic patient is worth more than $ 8K- $ 10K or even more
• The First Impressions Officer – The First Phone call is very important in converting the patient
• Patients that call us should feel comfortable, safe & trust our practice, once that is built they more than 50% of patients would do another procedure in 3-6months.
• A large percentage of patients will always refer us their friends & relatives towards us
• Every phone call is a $10K opportunity.
• Every patients that calls the practice is looking for something, they want something, they want to feel special, they want a solution, understanding this is the key
• When you answer the phone with a smile, your attitude changes and your patient could hear that in your voice.
• It's not what you say but how you say it is what matters.
• When they picked up the phone and called us, when they filled up the form from the website, they are already interested in getting a procedure done, it's ours to lose at that point.
• Tracking the phone calls – Why & How to use it?
• We need to see where we are getting the best bang for our dollars. Invest in the best place that produces results.
• Find if the patient was referred by another physician or a patient and always thank that Physician or Patient.
• The idea of listening & learning
• We always listen to respond, instead listen to understand.
• Always understand your patient and their requirement clearly
• Ask a few quick questions to get a clear understanding about the patient
• How do you build relationships & trust with patients
• The role of the receptionist as the ambassador of your practice.
• Common questions that has a negative impact on patients scheduling a procedure
• How to train your staff to answer these key questions
• Importance of educating your staff about the procedures
• How to deal with price shoppers
• What to say and what not to say to your patient over the phone
• How to schedule the consultation
• How to schedule 70% of the calls
• How to deal with the remaining 30% of calls
• How to conclude the call
• Conclusion

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