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Is your Front Desk Killing Your Business?
- 2. For Best Webinar Results Print workbook Put cell phone away Write questions down Make decisions and write them down
- 4. When the calls come in … Block or Goal
- 5. When the calls come in … Are You Growing or Killing Incoming Business
- 6. Imagine… Spending dozens of hours on social media and blogs
- 7. Imagine… Spending hours laying out strategies
- 8. Imagine… You’ve outreached into the community
- 9. Spent thousands of dollars on marketing campaigns
- 11. And then they call your office….
- 12. Good, Bad & Ugly What happens next in that 2 minute call can justify or destroy your efforts.
- 13. Critical to Success As your marketing company we work to create interest and reach . . . Most business owners focus only on how many new customers… What if…
- 14. Critical to Success You are getting 50 new patient calls If they handled each call well, they will convert 25 or more If not, they may convert less than 10
- 15. Who Can Apply This? Front Office Billing Specialist Hygienist Dental Assistant Doctors
- 16. Smile!
- 17. The Do’s Get Contact Information Answer Questions Know Your Product Respond with “Yes!” Build rapport Build value
- 18. Don’t… Get into a lengthy Q&A session Answer with “NO!” Talk about prices Lie to them Treat them rudely Leave them on hold
- 19. Drill Answer quickly Get their contact information Build rapport Get the appointment
- 20. Overall Office Chemistry Happy Atmosphere + Happy Co-Workers = Happy Customers
- 21. What Are They Walking Into? Sight Smell Treat your lobby like the foyer of your home
- 24. Now What? We’ve done the drilling We see what works Now to improve staff performance Laura Hatch Front Office Rocks
- 25. Laura Hatch Laura Hatch created a video training program Front Office Rocks with dozens of videos: Answering Phones Office Manager Insurance Specialist Doctor
- 26. Imagine each Call Scheduling an Appointment or Creating a relationship for future appointment We can help!
- 27. Record incoming calls Personalized log-in with 24/7 access Monthly quality checks by a Galaxy employee Recommended suggestions for improvement Here’s How…
- 28. Book More Appointments Recorded Calls for Quality Review Quality Control Checks Recommendations for Improvement 27
Editor's Notes
- Spent hours laying out strategies Spent thousands dollars on marketing campaigns Spent dozens of hours keeping social media and blogs running You’ve done health fairs and community outreach health fairs to do good will in community You’ve got hundreds of people hitting your website and social media expressing interest And then they call your office.
- Spent hours laying out strategies Spent thousands dollars on marketing campaigns Spent dozens of hours keeping social media and blogs running You’ve done health fairs and community outreach health fairs to do good will in community You’ve got hundreds of people hitting your website and social media expressing interest And then they call your office.
- Smile, I don’t care if you are on the phone and will never see the person ever. If you smile physically it will come across in your voice tone Good call – upbeat See how uplifting and happy the person sounds, you can easily double the amount of appointments booked just by your voice tone and what you say in that first 5 seconds.
- Smile, I don’t care if you are on the phone and will never see the person ever. If you smile physically it will come across in your voice tone Good call – upbeat See how uplifting and happy the person sounds, you can easily double the amount of appointments booked just by your voice tone and what you say in that first 5 seconds.
- It is very important for all the people in the office to be happy with each other and what they are doing. Create an atmosphere of people who enjoy working with each other. It will be easier to answer the phone with a smile vs. transition from grrr to answer the phone.
- Sight: Does it look like one flew over the cuckoo’s nest, sterile metallic or warm and inviting, hospital like Smell Are your lobby chairs ragged – treat lobby like the foyer of your house
- Sight: Does it look like one flew over the cuckoo’s nest, sterile metallic or warm and inviting, hospital like Smell Are your lobby chairs ragged – treat lobby like the foyer of your house
- Sight: Does it look like one flew over the cuckoo’s nest, sterile metallic or warm and inviting, hospital like Smell Are your lobby chairs ragged – treat lobby like the foyer of your house
- WE’VE done the drilling and you see a good answer to a call and what is not effective. If you are not necessarily the person answering the phones, how do you use this information to improve your office’s performance especially if you are busy with patients. WE PARTNERED UP with Laura Hatch Will send link/sale That’s exactly what we can do for you. with our contracts we provide a tracking phone number; used when people call to see where people are calling from, It records every phone call. If you feel your front desk is not handling calls well and you want to drill to make them more effective.
- You ‘ve seen what a good and bad Not sure where to start and more questions, we can’t get to them all, there is a program that is run by a woman Laura Hatch, created a video training program Office Rocks. Dozens of videos that help you run a well managed office. Answering Phones Office Manager Insurance Specialist Doctor The vast majority of our clients who use this service swear by it. $000 not contract for access
- You don’t have time to stand over front office shoulder there is a way you can listen in on these conversation. We have a tracking phone number that records these calls. You will be able to log in and listen to all these calls People will call in asking about price, insurance and you will be able to use quality control to help them improve. When you order that through us, we periodically log into the recordings and suggest how they can handle these things more effective. As a marketing company, the last thing I want to do is send lots of new patients to your office and have them not handled well. Why not a few dollars but $60 …We have a quality control person in our office who listens randomly to the calls and let’s you know via email what you can do to improve the handling of those calls. Improve number of referrals Staff will be happy – we care enough